Base CRM FAQs

Require certain fields to be filled out in order to create Leads, Contacts, and Deals or move Deals through your pipeline!

Available on all plans!

Jump ahead:

What are Required Fields

Why use Required Fields

Configuring Required Fields & Setup

What are Required Fields?

To create new Leads, Contacts, or Deals you typically fill out information like company name, person name, email, etc. - with Required Fields you gain control over which fields should be mandatory to fill out in order for a Lead, Contact, or Deal record to be created. You can also implement Required Fields in order for Deals to move to certain stages of your pipeline.

Require certain standard information like Address or any of the custom fields you've created!

Field Rules Settings

Why use Required Fields

Tracking more information around the prospects and customers you're selling to will inevitably bring more life and accuracy to sales reports. For example, requiring reps to assign:

Source in order to create a Lead will immediately increase visibility into marketing effectiveness insights

Industry in order to close a Deal will enhance analysis of conversion rates or sales cycles. For example, you may find that your conversion rates are twice as high in a particular industry or maybe that sales cycles are significantly longer in another industry. Leverage this data around your prospects to better understand who's worth your time

Estimated Close Date when creating Deals will predict a more accurate Sales Forecast - better insight into how much revenue in your pipeline will actually close

Furthermore, making common fields like email address, phone number, or address mandatory to create a Lead will instantly build a fuller profile and ensure more legitimacy - really how worthy are those Leads without any contact information to get in touch? Start establishing better quality data around your prospects and customers to get a better grasp on your sales cycle, market needs, and clientele.

Implementing Required Fields with your sales team may not be the most exciting discussion, but the value of "good data" brought to both sales leaders and sales reps is undeniable and without a doubt worth it. Gain deeper, more accurate insight into who youre selling to, how you sell, where Leads came from, or where Deals fell short by utilizing Required Fields to ultimately optimize strategy, increase sales performance, and boost revenue for your business.

Configuring Required Fields

Note: only account Admins can define which fields are required

Field Rules Settings Menu

navigate to Settings

select Field Rules

choose either Leads, Contacts, or Deals

Require Fields for Lead, Contact, and Deal Creation

Determine which fields must be filled out in order for users to create a new Lead, Contact, or Deal in Zendesk Sell. You can make default fields, such as Email or Deal Value mandatory, as well as any of the Custom Fieldsyou'vecreated.

Note: The "Checkbox" custom field type cannot be added as a Required Field for Leads, Contacts, or Deals. Please select a different field type when creating a custom field if you plan to make it a required field.

Require Fields for Deal Stage Changes

Determine which deal information should be filled out in order for deals to be moved into certain stages of your pipeline.

from, click Deals

select"Add Rule"

next, select which Deal Stage you want to configure a Required Field for

click on the pencil icon to choose which fields to require

save and voila!

Happy data, happy selling!

Leverage the Layouts Setting in your Zendesk Sell account to control how key information is displayed on Leads, Contacts, and Deals.

Note: Layout Settings can be customized by account Admins only

Jump to: Introducing widgets & widgets panel Layout Settings Set a default view FAQ

Introducing Widgets &Widget Panel

Across Leads, Contacts, and Deals in Sell you'll find that the information displayed on these individual records follow the same general layout. The right side of every Lead, Contact, and Deal card is where you'll find the widget panel showing different elements of sales activity and information.

Admins can set a default view with this widget panel to control what their users should be focused on. Choose to rearrange widgets to show critical information or action items in your preferred order. Also choose to hide any widgets that aren't relevant to your sales team.

What are widgets?The boxes you see located along the right side of every Lead, Contact, and Deal card. Click here to view a list of available widgets for Leads, Contacts, and Deals.

Layout Settings

If you are an Admin on the account, you have the ability to customize this view by following these steps:

Head over to 'Settings'.

Select Layouts.

Choose either Leads, People (Contacts), Companies (Contacts), or Deals (this lets you customize the layout for each record type)

Now, choose to rearrange or hide widgets by hovering your cursor over a widget's icon, click and dragit to where you want

To hide widgets: for any widgets you wish to hide from all users view, drag these under "Hidden Widgets"

To rearrange widgets: drag and sort widgets under the "widget panel" to customize the order in which they appear to other users

Lastly, click 'Save'

Example: in this visual, we reorder the "Open Tickets" widget moving it to the top of the widget panel. We've also chosen to hide the "Collaborators" and "Documents" widgets. By clicking "save", this sets a default view that applies to other users on the account.

Tip: quickly make a widget you've hidden visible in the widget panel by clicking on the arrow to the right of the widget name. See the visual below

Set a Default View

Once you've customized the Layouts Setting to meet your needs, be sure to click Save. This will serve as the default view that applies to the other users on the account.

Again, this setting will then reflect on the Leads/Contacts/Deals view for all users on the account.

As a quick reminder, on the actual widget panel, users can click + on a widget to quickly take action. For example, clicking + on the Upcoming Appointments widget will prompt you to schedule a meeting.

The other icon (^) you'll find on each widget gives you the flexibility to expand or collapse the details that show under each. Or simply clicking anywhere on the widget will also collapse/expand these details.

Widgets available for Leads, Contacts, and Deals

Leads - Collaborators, Upcoming Appointments, Active Tasks, Documents

People Contacts - Deals Revenue, Current Deals, Collaborators, Upcoming Appointments, Tasks, Colleagues, Tickets, Xero Invoices, Documents

Company Contacts - Deals Revenue, Current Deals, Company Hierarchy, Collaborators, Upcoming Appointments, Tasks, Employees, Tickets, Xero Invoices, Documents

Deals - Associated Contacts, Products, Collaborators, Upcoming Appointments, Tasks, Tickets, Documents, Dropbox, Google Drive, Quotes

FAQ

Q: Can I save my expand/collapse preference to reflect the same on all records?

A: The expand/collapse view applies to all records of the same record type. For example, if I expanded all the widgets on a given lead card, then the widgets across all the other leads in my account will remain expanded.

Settings > Distributions

Note: Sign up for the Object Distribution (Round Robin) EAP to use this feature.

Many sales teams work with new leads, contacts, and deals using a structured process where the leads, contacts, and deals are evenly allocated to members of a team, based on different factors, for example, the location of a representative.

With Sell Enterprise and Elite plans, you can use the object distribution feature to:

Create one or more distribution pools, for leads, contacts, or deals distribution

Assign users to your distribution pool

Use the distribution pool to automatically assign leads, contacts, or deals to the team members in the pool, in a round robin way

You need admin rights to set up and manage distribution pools, however distribution pools are visible to all users.

This article contains the following sections:

Creating a distribution pool

Editing a distribution pool

Deleting a distribution pool

Creating a distribution pool

You can create a distribution pool for allocating leads, contacts, or deals from the Settings > Distributions page. Each pool is individual to the object type, for example, a leads distribution pool only allocates leads, and a deals distribution pool only allocates deals.

You can create an unlimited number of distribution pools.

Note: You can use the Sell REST API to create distribution pools and allocate users to distribution pools.

To create a distribution pool

Go to Settings > Distributions.

You'll see tabs for leads, contacts, and deals. Choose which object type you want to set up a distribution pool for.

Click the Leads tab, Contacts tab, or Deals tab, depending on which type of distribution pool you want to create.

If you have not previously set up a distribution pool for this object type, click Add your first distribution. If you have existing distribution pools for this object type, click Add new distribution.

Enter the following information in the new distribution window:

Distribution name: use a meaningful name for the distribution pool. This name will appear everywhere that a user name appears, so it is important that this easily identifies the team that it relates to, and it is useful to specify that it is a distribution group.

Distribution type: this is round robin (this is the only distribution type currently available).

Rotate between: select users from the dropdown list, or start typing part of the name in this field to get a shortlist of users to add. Add all the users that you want to be part of this distribution pool.

Click Create.

You'll see your new distribution pool is created, showing the name, type and users. If you hover over a user's initials, you'll see their name.

Editing a distribution pool

You can edit an existing distribution pool to change the name, or to add or remove users.

Note: If you remove users from this distribution pool, this does not affect any leads, contacts, or deals that were previously allocated to that user.

To edit a distribution pool

Go to .

Click the Leads tab, Contacts tab, or Deals tab, depending on which type of distribution pool you want to edit.

Click the name of the distribution pool you want to edit.

In the edit distribution window, change the distribution name, or add or delete users.

To delete a user, click the x next to their name.

To add a user, select the user from the dropdown list, or start typing part of the name in this field to get a shortlist of users to add.

Click Save.

You'll see your distribution pool is saved, showing the name, type and users. If you hover over a user's initials, you'll see their name.

Deleting a distribution pool

You can delete a distribution pool by clicking the trash can icon next to the distribution pool. Any leads, contacts, or deals, that were allocated using this distribution pool are not affected (as they have already been allocated to a user), however new leads, contacts, and deals will not be allocated to users in the pool.

You must either create a new distribution pool for allocating new leads, contacts, or deals, or allocate them manually to users.

Note: If you delete a distribution pool, you might still see it in drop down lists in other parts of the product, however you can no longer use this pool. You must remove the group manually from any areas of the product that use it, for example, the Lead Capture Form.

Assigning distribution pools

Note: Sign up for the Object Distribution (Round Robin) EAP to use this feature.

Distribution pools are available on Sell Enterprise and Elite plans and allow you to automatically assign leads, contacts, or deals to the team members in the pool.

When you set up a distribution pool, the users you include are allocated records (leads, contacts, or deals), using a round robin mechanism. This means that the first user added to the distribution pool receives the first record, and each subsequent record is allocated to each subsequent user in the list until all the users have one record. The distribution starts again, allocating the next record to the first user, and so on.

There are certain rules that apply when using distribution pools:

All users can see distribution pools.

If a user has reassign permissions, the user can reassign leads, contacts and deals to distribution pools.

Only admins can create and manage distribution pools.

You can assign a distribution pool anywhere in Sell that you assign an owner for a lead, contact, or deal.

You can set up a distribution pool for leads, for contacts, or for deals. You can't combine these types of records within a distribution pool.

In this example, there is a lead distribution pool that contains three users (User A, User B, and User C). After you assign the lead distribution pool:

The first lead that is created is allocated to User A.

The second lead that is created is allocated to User B.

The third lead that is created is allocated to User C.

The fourth lead that is created is allocated to User A.

If the Owner field of an existing lead is then edited to specify the distribution pool, the lead is allocated to User B (because User B is the next user in the distribution pool).

The distribution pool is held centrally in Sell, so that any method that uses it (for example, the Lead Capture Form, Import, or API) allocates records equally among the users in the distribution pool.

If the distribution pool is modified to include a new user, the new user moves to the end of the distribution pool. If the distribution pool is modified to delete a user, the pool continues without that user.

The next user in the distribution pool receives a notification (based on their settings), and the lead, contact, or deal is assigned to them.

You can allocate and view distribution pools for leads from these places:

Lead details page: Owner field, on web and mobile

Lead Capture Form: Assign leads to field

Import: Owner field

Lead conversion: Owner field

Sell REST API and any supported integrations

You can allocate and view distribution pools for contacts from these places:

Contact details page: Owner field

Import: Owner field

Lead conversion: Owner field

Sell REST API and any supported integrations

You can allocate and view distribution pools for deals from these places:

Deals details page: Owner field

Import: Owner field

Lead conversion: Owner field

Deal created from an existing contact

Sell REST API and any supported integrations

See for more information.

Settings > Integrations

Note: Sign up for the Object Distribution (Round Robin) EAP to use this feature.

You can assign a distribution pool anywhere in Sell that you assign an owner for a lead, contact, or deal.

This article contains the following sections:

Assigning a distribution pool to a single lead, contact, or deal

Assigning a distribution pool for imported leads, contacts, or deals

Assigning a distribution pool in the Lead Capture Form

Assigning a distribution pool during lead conversion

Assigning a distribution pool using a Smart List

Assigning a distribution pool for integrations

Assigning a distribution pool to a single lead, contact, or deal

If you have rights to reassign objects, you can edit a specific lead, contact, or deal to assign them to a user in the distribution pool.

To allocate a distribution pool to a single lead, contact, or deal

Go to the lead, contact, or deal page.

Click Edit for an existing lead, contact, or deal, or Add for a new lead, contact, or deal.

In the Owner field, click the distribution pool name (instead of a user name), and Save.

Note: You'll only see a distribution list is if relates to the correct record type. For example, a leads distribution pool is visible only in the leads page.

The lead, contact, or deal is assigned to the next user in the distribution pool.

Assigning a distribution pool for imported leads, contacts, or deals

When you import leads, contacts, or deals using a CSV file, you can specify a distribution pool as the owner. This ensures all imported records are distributed evenly in a team.

To assign a distribution pool when importing leads, contacts, or deals

Go to Settings > Import

Import your CSV file (see Importing leads, contacts, or deals ).

For the Owner field mapping, make sure that you specify the distribution pool name as the Sell lead, contact, or deal owner.

When the import has been processed, each imported lead, contact, or deal is assigned, in order, to the users in the distribution pool.

Assigning a distribution pool in the Lead Capture Form

You can specify a distribution pool in the Lead Capture Form, so that any leads contacting you using a web-based form are assigned using the round-robin method.

To assign a distribution pool in the Lead Capture Form

Go to Settings > Lead Capture Form.

Click Assign leads to.

Click the lead distribution pool name (instead of a user name), and Save.

When each new lead is captured, it is assigned, in order, to the users in the distribution pool.

Assigning a distribution pool during lead conversion

You can specify a contact distribution pool when you convert a lead.

Alternatively, if there is an associated deal, you can use either a contact or deal distribution pool. Both the contact and the deal are assigned to the same user in the distribution pool.

To assign a distribution pool during lead conversion (contact only)

Go to the lead page that you want to convert.

Click Convert.

In the Owner field, select the contact distribution pool name. Deselect Create a deal for this converted lead.

Click Convert.

The lead is converted and the new contact is assigned to the next user in the distribution pool.

To assign a distribution pool during lead conversion (contact and deal)

Go to the lead page that you want to convert.

Click Convert.

In the Owner field, select the contact or deal distribution pool name. Make sure that Create a deal for this converted lead is selected.

Enter a deal name and optionally a pipeline. The default setting is to use the lead's name as the deal name.

Click Convert.

The lead is converted and the new contact and associated deal are assigned together to the next user in the distribution pool.

Assigning a distribution pool using a Smart List

You can specify a distribution pool as the owner for all the records in any Smart List that you have created. This provides a powerful way to reassign ownership for a large, customized group of records.

To assign a distribution pool using a Smart List

Go to the lead, contact, or deal page that contains the Smart List you want to work with.

Click the Working Center view and select your Smart List. If you need to set up a new Smart List, see using Smart Lists.

Select the Smart List (click the check box in the toolbar).

Click Reassign Owner.

The Reassign Owner window appears. Select the distribution pool to reassign ownership for the records in the Smart List.

Click Reassign.

Each record in the Smart List is assigned, in order, to the users in the distribution pool.

Assigning a distribution pool for integrations

For any integrations that you have enabled for your account, for example, Hubspot, Zapier, or Zendesk Support, you can specify a distribution pool as the owner. For example, in Zendesk Support, this would be the owner of a new lead that is created by a Support agent, and assigned in Sell.

To assign a distribution pool for integrations

Go to

For the enabled integration, click the Settings button.

Note: If the integration is disabled, you won't see the Settings button.

If there is the possibility to assign an owner for that integration, you can specify the distribution pool as the assigned owner.

For example, in an enabled Zendesk Support integration, you can set assign owner to a chosen distribution pool:

When each new lead is captured, it is assigned, in order, to the users in the distribution pool.

Unqualified reasons when using deals

Enabling the Unqualified Reasons feature on your account will help you to analyze the most common reasons your deals are unqualified. This will help you to optimize Deal sources and scoring, refine qualification criteria, and identify coaching opportunities.

You must be an admin to enable the Unqualified Reasons feature.

This article contains the following sections:

Defining unqualified reasons

Collecting unqualified reasons information

Defining unqualified reasons

Go to Settings > Deals and click the Unqualified Reasons tab.

Note the difference between Unqualified Reasons and Loss Reasons for your deals:

Unqualifying a deal means the opportunity is not a good fit for your sales team. Deals should be marked as Unqualified as soon as possible so that these deals do not clutter your list of qualified deal opportunities. Create appropriate unqualified reasons for your sales reps to use to indicate a poor opportunity.

Marking a deal as a loss deal suggests that the deal was a good opportunity, but it was lost for a specific reason. Create relevant loss reasons for your sales reps to select when a deal is lost. Tracking these loss reasons can help you identify trends that will help you optimize your sales process and future deal qualifications.

Click Edit next to an existing reason to rename it.

Click the trash can icon next to an existing reason to remove it.

Click Add Unqualified Reason to add a new custom unqualified reason.

Collecting unqualified reasons information

Fromthe Unqualified Reasons tab, clickYesnext to Ask users for unqualified reason to startcollecting data for all users on your Sell account. Users are then able are able to provide reasons for unqualified deals by selecting a predefined option from a drop-down list.

Seefor some best practices.

Settings > Leads

Enabling the Unqualified Reasons feature on your account will help you to analyze the most common reasons your leads are unqualified. This will help you to optimize Lead Sources and Scoring, refine qualification criteria, and identify coaching opportunities.Tracking unqualified reasons helps identify trends that can be used to optimize sales processes and future lead qualification.

You must be an admin to enable the Unqualified Reasons feature.

This article contains the following sections:

Defining unqualified reasons

Collecting unqualified reasons information

Using unqualified reasons information

Defining unqualified reasons

Go to and click the Unqualified Reasons tab.

Click Edit next to an existing reason to rename it.

Click the trash can icon next to an existing reason to remove it.

Click Add Unqualified Reason to add a new custom unqualified reason.

Collecting unqualified reasons information

Fromthe Unqualified Reasons tab, clickYesnext to Ask users for unqualified reason to startcollecting data for all users on your Sell account. Users are then able are able to provide reasons for unqualified leads by selecting a predefined option from a drop-down list.

Using unqualified reasons information

You can check how many leads are unqualified and the reason for this. You can also use the feature to store information about 'frozen leads'. For example, if you're contacting a lead who is interested in your product, but does not have a budget now, you can change the status to unqualified with a specific reason and contact them later.

How do I add or remove Tags on Leads, Contacts and Deals?

Youcan manage all existing tags in the account, using the Settings page for leads, contacts and deals accordingly. For example, if you are responsible for organizing the whole workflow of your team, you can easilypreparea set of tags to be used by everyone in the account.

You need admin rights to manage tags.

Each list of tags for leads, contacts, and deals must be created separately. You can also create tags for prospects and customers. See prospect and customer settings for more information.

This article contains the following sections:

Creating tags

Editing tags

Deleting tags

Customer and prospect tags

Understanding tag permissions

Creating tags

When you first start using Zendesk Sell, there are no tags defined. You need to create your own tags in the Settings page. We'll set up a lead tag, as an example.

Go to Settings> Leads and click the Tags tab.

Click Add Tag and enter a name for the tag and clickAdd.

You can also create a tag in your account in one of these ways:

When creating or editing a lead, contact, or deal. Type in a new tag in the Tag field, click enter and save (a new tag won't be saved if you don't specifically save it).

During the import process, by selecting Add as Tags for the data stored in one of the columns in your file.

Tags specific to leads are automatically carried over to contacts when converting a lead. When you first convert a lead with the non-empty tag, a new contact tag is automatically created and labeled in the same way as the lead tag.

Editing tags

From your Leads, Contacts, or Deals Settings page, click the Tags tab. Click edit next to the tag you want to edit. If you can't see the edit button next to a tag, it means you don't have permissions to edit it.

Any leads, contacts, or deals that were tagged with the original tag will now display the changed tag label.

Deleting tags

Clickthe trash can icon next to the tag. You'll be prompted to confirm your choice.If you can't see the trash can next to a tag, it means you don't have permissions to delete it.

If a contact tag exists that is allocated to a prospect or customer, you also need to delete it from Settings > Prospects and Customers > Tags.

Customer and prospect tags

You can create tags that are specific to prospects and customers in Settings > Prospects and Customers > Tags, to make it easier to keep all the relevant data exactly where it is needed. Every tag that you set up for a contact is automatically copied to the prospects and customers section, when the contact is assigned either prospect or customer status.

Understanding tag permissions

An account admin can specify whether non-admin users can add, edit or remove tags.

From your Leads, Contacts, or Deals Settings page, click the Tags tab. To enable users to add, modify and remove tags, change the flagTags can be added byfrom Admins only toAll Users.

Tagsare applied to the entire account, which means that any tag a user creates is visible to the whole team.

User hierarchy tree-specific settings

There are certain settings that relate to your position in an organization.

Editing tags - you can edit tags created by you or your subordinates. To edit tags created by other users, you need to have admin privileges.

Deleting tags - you can delete tags created by you or your subordinates. To delete tags created by other users, you need to have admin privileges.

If you cannot edit or delete tags, this is due to your account permission settings. If you're a User on your account, you won't be able todelete Manager or Admin data from Zendesk Sell, including tags created by thoseusers. AManager or an Admin will need to delete the tags, or upgrade your permissions.

For more information, see Using Tags on Leads, Contacts and Deals and.

Best practices when recording calls

To use Sell Voice, you need to confirm you own phone number, and then select the Sell phone number that you will use to make and receive Sell Voice calls.

Important:You aresolely responsible for usingthe voice and text features in Zendesk Sell in compliance with all applicable laws. Zendesk does not control the content of your telephonic communications, when they are made, or the recipients of the communications. Certain jurisdictions may require end-user consent prior to initiating telephonic outreach. By enabling and using features, you agree that you have received the required consent.

To select a Sell phone number

Go toSettings > Voice and Text.

Enter your own phone number, including the country code, to activate your account. This must be a mobile phone that you have immediate access to. A text message with a verification code is sent to your phone.

Enter the code that is displayed on your mobile phone into the verification code field, and click Verify.

Click Choose your own Sell Phone Number(below the default +16502852316 phone number).

Select your country code from the drop-down list.

Search for available phone numbers based on part of a phone number, zip code, or area code.

For example, if you want your Sell phone number to begin with the area code "415", select the area code option in the Search by drop-down menu.

Click Find Number and a list of available phone numbers appears. When you see a number that you want, click to select it.

Click Claim Number. This is your new Sell phone number and you are ready to call your leads and contacts.

If you are recording calls, you must adhere to applicable laws and regulations. Seefor more information.

Your Sell Voice number shows on the call recipient's Caller ID.

Setting up a mobile transfer number

If you don't want to make a call through your computer, you can transfer calls to a mobile or landline phone. Enter your transfer phone number in Mobile Number for Transfers.

Make sure you add your country code in parentheses before the number.

When you click a lead or contact's phone number, you will see on option to call them using this transfer number. If you choose this option, your transfer number will ring. After you pick up your transfer line, Sell Voice calls the contact for you. The call is still recorded and logged in Sell.

The automated power dialer feature is available on Enterprise and Elite Plans.This feature allows you to create an automatically dialed call list in your Sell accountso that you candial the numbers of selected leads and contacts.

Important:You aresolely responsible for usingthe voice and text features in Zendesk Sell in compliance with all applicable laws. Zendesk does not control the content of your telephonic communications, when they are made, or the recipients of the communications. Certain jurisdictions may require end-user consent prior to initiating telephonic outreach. By enabling and using features, you agree that you have received the required consent.

Set up your call list

1. Navigate to your leads, contacts, or deals page of your account. Select the records you would like to call by checking the boxes in the first column.

2. Click the phone icon at the top of the page to generate your list.

3. Click Start at the bottom of the page to start dialing.

You'll see a countdown before the first call is placed. You can review your call scripts before the call begins or pause the dialer if you want come back to this list later.

Calls dial out one after the other, with a pause in between each call to allow you to log any relevant information about the call and prepare for the next one.

After each call, you'll see a call summary page where you can record the call outcomeand call summary.Click Save when you've finished adding your information.

Twilio guidance

When you have activated Sell Voice you can make and receive calls and text messages.

Important:You aresolely responsible for usingthe voice and text features in Zendesk Sell in compliance with all applicable laws. Zendesk does not control the content of your telephonic communications, when they are made, or the recipients of the communications. Certain jurisdictions may require end-user consent prior to initiating telephonic outreach. By enabling and using these features, you agree that you have received the required consent.

This article covers the following topics:

Making calls with Sell Voice

Answering inbound calls

Setting up an Auto Dialer (Call List)

Using text messaging

Making calls with Sell Voice

Sell Voice is available on all plans and every account comes with complimentary call credit.

To make an outgoing call

Open the Lead or Contact page for the person you want to contact.

On their card, click the phone number and select Call via Browser (or call via a mobile transfer number, if it is configured).

Sell Voice dials the contacts phone number and your call controls are visible at the bottom of your screen.

Your Sell Voice number shows on the call recipient's Caller ID.

You need to give Sell access to your microphone in your web browser if this is the first time youre making a call through Voice.

A number of call controls tell you who youre talking to. If the contact is associated with a deal, this is also visible.

You can see the following information and call options:

The person you are talking to, company and phone number

Call length

Dial pad

Mute/unmute option

Delete the recording button

Scripts/Notes button

End call button

Call list (if available)

Select call tools to see your call scripts and notepad. The call scripts can be preset in Settings. You can make notes during your call in the notes area, and your notes are logged against the Lead or Contact card as a call log.

Note: Scripts are available on Enterprise and Elite Plans only. You need admin rights to set up this feature.

When the call is complete, a call summary screen is displayed. You can select a call outcome and add notes about the call. If the contact you're calling is associated with a deal, you can also choose a call topic. Whenyou'velogged the outcome and added notes, click Save to attach the call to the lead, contact, or deal.

The details of the call are logged on the Lead, Contact or Deal card, along with a recording ( if you have call recording enabled ), and the specified call outcome.

Note: If you are recording calls, you must adhere to applicable laws and regulations. See Best practices when recording calls for more information.

Answering inbound calls

When someone calls your Voice phone number while you're using Sell, you are notified.

If youdon'tanswer or your computer is off, the call is forwarded to the transfer number you provided during setup. This can be a desk phone or a mobile phone.

If you are on your Voice line when someone tries to call you, they'll receive a message that you are currently on the line.

Note: We don't offer Voicemail services currently. If you are not available for a call and didn't input a transfer number,the caller receives a message that the person they are trying to reach is not available.

Setting up an auto dialer (call list) with Voice (Enterprise and Elite)

You can create an automatically dialed call list using Voice on our Enterprise and Elite plans. See Creating a call list for automatic dialing.

Using text messaging (SMS)

Text messaging (SMS) is a quick and effective way to communicate with prospects and customers. You can select your own Voice phone number to text on the web or mobile app.

Text messaging through Voice doesnt require any additional setup because it uses your existing Voice number. If you haven't selected your Sell Voice number yet, set up your Voice number.

When you select your Voice number remember that some phone numbers support call capabilities only, while other phone numbers support both call and text message capabilities. Next to each available phone number to choose from you'll see icons to indicate whether the number supports call, text messaging, or both.

If you want to send and receive text messages (SMS) using international numbers, see the .

To send a text message

Open the Lead or Contact page for the person you want to contact.

Select Send a Text Message. You can view all messages previously exchanged with this person.

Note:You can reply only to those messages that have been sent to your number.

You can also create new messages from the communications center by clickingNew message.

Once you've created and saved a Smart List, you will be able to edit the values displayed within it straight from the Table View.

Simply hover your mouse over the value you'd like to edit and click the pencil icon that appears.

How do I Export a Smart List

You'll be able to edit the value contained within that field. Once you're done, just hit enter, and the field will update accordingly!

Other Smart List Resources:

What are Smart Lists - Top Lists to Create

How to Use Smart Lists

Leads Smart List

Deal Smart Lists

The Communication Smart List

Smart List Templates for Leads, Contacts and Deals

Save Smart Lists

Editing Smart Lists

Filtering in Zendesk Sell

How do I perform Batch Actions in my Smart Lists?

Settings > Plans and Pricing

When you sign up for a paid plan, you will be able to remove branding from Zendesk Sell. Here is a list of the areas where branding will be removed:

Emails: When you send an email from Zendesk Sell footer is removed.

Client Space: The Sell logo disappears and only your company's logo that you uploaded is shown.

Web Form: The Sell logo is removed from the Lead Capture Form that you embed on your company's website.

Quote Sell: quotes will not contain the Quote Sell logo.

You can upgrade your Sell plan in .

Personalize pipeline stages to improve both your team's adoption and conversion rate

Sales process refers to the sequence of steps your sales team takes with a prospect to move them from initial awareness of your offering to a closed customer. To enable accurate forecasting and decrease ramp for new sales representatives, mapping of your sales process to a simple, meaningful pipeline is key. Zendesk Sell provides a quick and easy way to configure your pipeline to your specific business requirements for this exact reason.

We have (3) recommendations for configuring your pipeline:

1) Ensure your sales process is linear. Dont create steps that can be skipped

2) Each stage should include the following: an action-oriented naming convention (Discovery), associated sales activities (Confirm Client Discussion, Notate Use Case and Requirements, Prepare Demo Environment) and a clear exit criterion (Demo Scheduled).

3) Input and use your best guess at each stages 'Win Likelihood' to enable accurate usage of Zendesk Sell forecasting and reports

Action-Oriented Naming Convention: Use strong verbs so both you and your team can understand where your Deal is currently, and any next actionable steps.

Associated Sales Activities: Define which activities your team needs to complete within each stage (ex. within 'Discovery': Confirm Client Discussion, Notate Use Case and Requirements, Prepare Demo Environment).

Exit Criterion: Note what singular activity needs to be completed prior to moving your Deal to the next stage. This step should never be skipped.

Let's get started and follow the button below to configure your pipeline stages. Once you've finished, your team will have immediate access to the new stages, enabling them to start selling and following your new process!

Start Pipeline Configuration

Learn how to set up personal notifications in Zendesk Sell

Personal notifications are a great way to ensure you don't miss out on any important sales activities. Watch the video below to see how easy it is to set up your own notifications in Sell.

Once you are ready to set up your own notifications click here to get started.

Manipulating the tags of Leads, Contacts, and Deals in Zendesk Sell is just afew clicks away. All changes can be done by editing a specific record's card, or in bulk from a Smart List.

THIS ARTICLE COVERS

Adding or Removing Tags

Tagging Leads, Contacts and Deals in Bulk

HOW TO ADD OR REMOVE A TAG

If you want to edit Tags of for example a Deal, navigate to the Deal's page and click the Edit button. You will be able to edit the details of a Deal, including the tags assigned to it.

Deals

Clicking in the Tags field will enable you to add tags, create new tags by typing them in, or to remove existing tags from the Dealby clicking the "x" next to the relevant tag's name.

HOW TO ADD TAGS IN BULK

Tagging multiple Leads, Contacts or Deals at once is a great way to quickly (and easily) organize your data in Zendesk Sell. Forexampleto add Tags in bulk to some of your Deals, follow these few simple steps:

1) Navigate to your Deals page, by clicking on the Deals icon in the top bar of your page.2) Select the Deals that you'd like to tag in bulk using the checkbox to the left of a Deal's name,appearing when you hover your mouse over an individual entry. 3)A "Tag" button will appear towards the top of the list, click this button to view your list of available tags. You can also add a tag on the fly from here.4) Click the tag you'd like to apply, and you're done!

Any Tags already applied will show up at the top - you can apply more Tags by clicking on them or remove Tags by unmatching the ones currently applied.

NAVIGATE TO THE ARTICLES BELOW TO LEARN MORE ABOUT TAGS

Using Tags on Leads, Contacts and Deals

Managing Tags for Leads, Contacts and

Help your team gather the right information at the right time, to increase win-likelihood and ensure top-notch data quality.

Use Fields to collect and store the information that is important to your organization. Zendesk Sell offers two types of fields: Standard Fields and Custom Fields. Custom Fields allow you to store and organize data thats specific to your business.

For example, if you're in the Solar Industry you may want to track 'Roof Type' or 'Utility Provider'. Watch this quick video to find out how to tailor these to match your sales process.

Follow these (3) quick steps to begin setting up your Deal Custom Fields:

1) Dont use Single-Line Text type fields unless necessary, as users inputs will be unstandardized (ex. CA, California, cali). Dropdown, Date/Time, and Multi-Select fields afford more insightful reporting since they allow you to pre-define the choices

2) Use clear and concise language when naming fields. Keep in mind reps, both new and old, will be relying on your naming convention to identify when and how to input data

3) Place priority on your most important Fields. Sell enables you to reorder Custom Fields after creating them to match the order your reps will be collecting information

Note: If your account uses our Mobile App, please note that we recommend that Custom Field Titles are 25 characters or less so that they appear correctly on all Android and iOS Devices.

Head over and start customizing your Fields, by following the button below. As you create and edit Fields your team will have real-time access to your changes, and begin collecting those critical data points immediately!

Start Customizing Custom Fields

Use Zendesk Sell's Global Add Functionality to Add Objects From Anywhere

Adding a Lead, Contact or Deal is always one click away! With the Sell's global 'Add' button in the navigation bar, you can create a new object from anywhere in Sell.

Once you click the add button you can fill out any details you'd like about the particular Lead, Contact or Deal. If this person or company already exists in Sell we will alert you with a prompt on the right side. This way you can either choose to use that existing contact and edit them or continue on with creating the new record.

Once you're done inputting information, either click Save & View, to go right to the new record, or the Save button to return to where you came from.

Empower your team to denote why certain Deals are not a good fit for your business, so they can spend more time on those that are.

Personalizing your Unqualified Reasons enables you to analyze the most common reasons Deals, which did not meet your qualification criteria, slip through. This will help you to optimize lead sources and scoring, refine qualification criteria, identify coaching opportunities and so much more.

Here are (3) tips and tricks for configuring your own Unqualified Reasons:

1) Create a multitude of options to ensure all scenarios in which a Deal may be Unqualified are provided as options. Be thorough

2) Don't create an 'Other' Unqualified Reason as a catch-all. This data is hard to manage and results in unusable reporting

3) Try not to get Unqualified Reasons confused with Loss Reasons (chose a competitor, feature gaps, didn't connect with the right stakeholder, etc.)

Once you've customized your Unqualified Reasons, next time a Deal moves to Unqualified, the person moving it will be prompted to enter in why they unqualified it!

Start Customizing Unqualified Reasons

Sign up for a free trial:

In this guide, we touch on some of the most important features in your Sell account that you can explore in your free 14-day trial, or when you are getting started with Sell.

You need admin rights to set up your Sell account.

We'll introduce you to the core Sell concepts and focus on areas of the platform that will most help you to elevate your sales, and improve pipeline and process management.

You can watch an overview video of Zendesk Sell here: Introduction to Sell.

This article contains the following sections:

Lesson 1: Getting around in Sell

Lesson 2: Adding data

Lesson 3: Connecting your email

Lesson 4: Creating a Smart List

Lesson 5:Configuring your sales pipeline

Lesson 6: Inviting your team

Lesson 7: Using the mobile app

Lesson 8: Integrating Zendesk Support with Sell

Additional resources

Lesson 1: Getting around in Sell

The main areas of Sell are displayed along the top toolbar in your Sell home page. As an admin, you'll also use the Settings tabs to work with your Sell infrastructure.

Toolbar features

The following table gives an overview of each of the tabs that you can access from your top toolbar.

Icon

Name

Description

Dashboard

Summary information page with most recent account activity, snapshot of your sales pipeline and key deals, and items that need your attention such as tasks and upcoming appointments.

Leads

Pre-qualified sales opportunities that still need to be nurtured. You'll work with leads until there's a qualifying event, such as scheduling a first appointment, which indicates that the lead is ready to be converted to a contact, or in other words, a qualified, legitimate prospect.

Contacts

Contacts are the people or companies you're selling to who have been qualified in some way. Contacts are your prospects and customers, where:

Prospects in Sell are contacts with active deals associated to them.

Customers in Sell are contacts with won deals associated to them.

Deals

Deals include all details about a sale that you'll manage with each person or company you're selling to. Deals are the same as opportunities in other systems, containing key information about every sale like deal value, and estimated close date.

Calendar

Your calendar holds all your appointments and tasks. Schedule appointments with a single click on the calendar, and an invitation is sent to the lead or contact. Drag and drop an existing appointment to reschedule it.

Tasks

Assign tasks and manage other user's tasks using filters such as due date.

Communications

Manage your emails, calls, and text messages with leads and contacts from the communication center.

Reports

Pre-built reports are ready for you to use. For more customizable reporting, see Smart Lists.

Notifications

Access the notification center to view web alerts and to understand when action items need your attention.

Quick Dial

Call anyone in your address book.

Admin settings

You can manage certain features from your profile page. The most important of these for administrators is the Settings page, where you can manage all your account preferences and configurations. The following lessons highlight some of the most useful settings.

To access the Settings page, click your profile icon from the top toolbar, and clickSettings.

The Settings page is displayed, with tabs for managing all the features of your account.

Lesson 2: Adding data

It's important to understand the difference between leads, contacts, and deals in Sell, so that you know where to start when it comes to adding your data.

These are the options for adding your data:

Import data in bulk using a CSV (comma separated values) file

Manually add leads or contacts

Sync contacts directly from integrations such as Google or LinkedIn

Use the Lead Capture Form from your website to add new leads automatically

Try the Reach add-on: our built-in prospecting and enrichment tool

Use the Sell REST API for automation

Lesson 3: Connecting your email

Sync your email conversations with leads and contacts in your Sell account from Settings > Email.

Integrating your business email with Sell provides a rich set of sales-specific email capabilities that make outreach and follow-ups easier in Sales.

After you sync your email, you can:

View the number of times a lead or prospect has opened your email

Include a link in your email and see the number of times it's been clicked on

Get notified with an alert as soon as your email is first viewed

Use Smart Lists to get dynamic email reports, for example, filtering by days since last communication, emails without a lead response, or last outgoing email

Identify at-risk deals with emailsentimentanalysis

Sendpersonalized, targeted bulk emails

See setting up email for more information.

Lesson 4: Creating a Smart List

Smart Lists help you to drill down into different groups of leads, contacts, and deals, allowing you to manage multiple leads or contacts at once. A Smart List is an equivalent to a powerful Excel spreadsheet that's designed specifically for sales.

Smart Lists also enable you totake action on lists so that you can work with numerous prospects or customers at once. These are called bulk actions. Popular bulk actions include:

Adding to a call list

Sending a bulk email

Applying tags

Changing ownership

Merging records

Integrating an application, for example, MailChimp

You can create Smart Lists from the Lead, Contact, or Deal page, through the Working Center view.

See the Smart List video and instructions to set up Smart Lists.

Lesson 5:Configuring your sales pipeline

Configure your sales process in Sell by setting up your sales pipeline.

The sales pipeline is available from the Deals tab, and can be configured in Settings > Pipelines.

Manage your sales process in pipeline stages that define your typical deal milestones. These stages help to organize and categorize your opportunities based on the progress you've made with each opportunity, and also have a direct impact on sales forecasting.

If you're unsure how to breakdown your sales process into pipeline stages, start by walking through your sales process from start to finish. Here are a few considerations to help you:

How and where do you get leads?

Who is the first person to engage with a new lead?

Does anything need to happen before this initial outreach?

After initial contact with a prospect, what happens next?

Does a prospect work with multiple sales reps before becoming a customer? When does this pass-off occur?

Determine any qualifying event that indicates a prospect has legitimateinterest or is a good fit for the product or service you're selling

At what point do you or your reps have enough information to produce a quote?

See Customizing your sales pipeline for more information.

Lesson 6: Inviting your team

You can invite other users to join Sell when you're happy that your Sell account has a solid foundation. Consider the roles that your users will have in your Sell organization.

You can add new users from Settings > Manage Users.

You need to have enough seats on your account to add new users. See creating a new user for more information.

Lesson 7: Using the mobile app

The Zendesk Sell mobile app for iOS and Android helps sales professionals to sell from anywhere. The app provides powerful selling capabilities alongside an intuitive interface, making Sell a great mobile sales solution, especially for field reps and outside sales teams.

Features include:

Visit Tracking : find nearby prospects or customers and log in-person visits

GeoVerification : each time you log a visit from the Sell mobile app, you can use geolocation to verify if the lead or contact's address stored in Sell matches the location of the user

Calls from anywhere:automatic call logging and outcome tracking

Offline access:access all your data offline and as soon as you reconnect, your activity will automatically sync back to Sell

On-the-go reporting; From pipeline analysis to forecasting reports, the app provides visibility into your sales without tying you to your desk

Real-time notifications: receive instant alerts to your mobile device

Telephony integrations:use the Sell mobile app for Android to sync calls and text messages from your call and text logs directly into Sell. See conversations recorded against corresponding leads and contacts helping you to see your timeline of interactions

Proximity filtering: use the app proximity filter to identify prospects or customers close to your location

Download the Sell mobileapp and see the video for more information.

Lesson 8: Integrating Zendesk Support with Sell

Connecting your Zendesk Sell and Zendesk Support accounts enables you to create an integrated view of your prospects and customers, becausesales reps can view support tickets directly from Sell. Support agents can also create new Sell leads directly from support tickets, view key sales details from Sell, and even notify sales reps about their prospects so that opportunities are never missed.

To use the integration, you'll need both a Zendesk Sell and Zendesk Support account.

You can connect your accounts from Settings > Integrations.See the video and instructions for connecting your accounts.

Additional resources

Use these additional resources to help you get started with Sell.

Videos:

Introduction to Sell

Sell Basics

How to use Smart Lists

Sell mobile app

Integrating Sell and Support

Attend a webinar : Join us for an Introduction to Zendesk Sell demo with live Q&A. Learn more and sign up here.

Talk to sales :Connect with our sales team to better determine if Zendesk Sell is a good fit for you and your team.

Check out our blog : Learn about the latest features in Zendesk Sell, tips for being a better sales professional, and thought leadership.

Try out Sell features

Settings > Manage Users

Note: This feature is available through the Roles and Actions Permissions EAP from 9th December, 2019. To learn more and to sign up for the EAP, go to the Zendesk Community pages: Roles and Actions Permissions EAP.

A role determines what users can do with lead, contact, or deal in Sell. Roles are helpful if you are setting up multiple users with the same permissions. For example, if you have a Business Development team, you might want all members on that team to have exactly the same permissions.

On Enterprise and Elite plans, you can create custom roles, where you specify how users assigned this role can view, create, and manage their own, and other users' records in Sell. These options can be set separately for leads, contacts, and deals. You can assign any number of users to a role.

You need admin rights to work with roles.

You must set up a user hierarchy to create and use these custom roles in Sell.

This article contains the following sections:

Creating a role

Updating a role

Deleting a role

Creating a role

Each time you add a new user, you can assign them to the custom role you have already created, instead of setting their permissions individually.

When you have created a user hierarchy, you can create roles, based on the team structure defined in the user hierarchy.

Set up a new role

Go to Settings > Manage Users.

Click the Roles tab.

Note: This tab is visible only after you have set up a user hierarchy.

Click New role. The create a new role window is displayed.

Specify a name for the role, for example, Inside Sales, and an optional description to explain what the role covers, for the benefit of other admins on your account.

Choose a meaningful role name, so that you can easily identify it when you assign the role to a user.

In the Configure permissions section, there are five permissions groups for leads, contacts, and deals, which deal with what a user can do with their own, peer, subordinate, or manager records. These terms all correspond to the user's position in the user hierarchy. Consider what permissions you want for your user:

View: the user has read-only access (this is the most restrictive permission type and a user can't comment on or amend a record in any way)

Create: the user can enter a new contact, lead, or deal into Sell

Update: the user can perform a large range of actions, including the ability to:

Edit fields

Move deals through stages, move leads to statuses

Add notes, add log activities, set up appointments

Communicate (send emails, make calls, send text messages)

Add and remove documents, add and remove products

Reassign ownership: the user can, for example, move a deal from one owner to another. They can also convert leads to contacts.

Delete: the user has delete access. Use caution when granting delete access. Deals, for example, can't be recovered if they have been deleted.

In the Configure permissions section, select the Leads tab. A number of fields are available to specify how users with this role can work with leads. Default values are presented for each permission type.

Set the role permissions for each type of action:

View:

Can only view own and subordinates' leads

Can view own, subordinates', and peers' leads

Can view own, subordinates', peers', and manager's leads

Can view any lead their manager can view

Create:

Can't create leads

Can create leads

Update:

Can only update own and subordinates' leads

Can update any lead they can view

Reassign ownership:

Can't reassign any leads

Can only reassign own and subordinates' leads

Can reassign any lead they can view

Delete:

Can't delete any leads

Can only delete own and subordinates' leads

Can delete any lead they can view

Select the Contacts tab. A number of fields are available to specify how users with this role can work with contacts. Default values are presented for each permission type.

Set the role permissions for each type of action:

View:

Can only view own and subordinates' contacts

Can view own, subordinates', and peers' contacts

Can view own, subordinates', peers', and manager's contacts

Can view any contact their manager can view

Set different permissions for viewing prospects and customers: check this box if you differentiate between prospects and customers, and select an action permission:

Can only view own and subordinates' prospects and customers

Can view own, subordinates', and peers' prospects and customers

Can view own, subordinates', peers', and manager's prospects and customers

Can view any prospect and customer their manager can view

Create:

Can't create contacts

Can create contacts

Update:

Can only update own and subordinates' contacts

Can update any contact they can view

Reassign ownership:

Can't reassign contacts

Can only reassign own and subordinates' contacts

Can reassign any contact they can view

Delete:

Can't delete contacts

Can delete own and subordinates' contacts

Can delete any contact they can view

Select the Deals tab. A number of fields are available to specify how users with this role can work with deals. Default values are presented for each permission type.

Set the role permissions for each type of action:

View:

Can only view own and subordinates' deals

Can view own, subordinates', and peers' deals

Can view own, subordinates', peers', and manager's deals

Can view any deal their manager can view

Create:

Can't create deals

Can create deals

Update:

Can only update own and subordinates' deals

Can update any deal they can view

Reassign ownership:

Can't reassign any deals

Can only reassign own and subordinates' deals

Can reassign any deal they can view

Delete:

Can't delete any deals

Can only delete own and subordinates' deals (default setting)

Can delete any deal they can view

Click Save to create the new role.

In the User Management > Roles view, you'll see the new role, with a column showing the number of users that are assigned to that role. When you first create the role, the assigned user count is 0.

You are now ready to add users to the role.

Updating a role

You can update an existing role from the Roles tab.

Note: If you update settings in a role, as soon as you save your changes, the updates are applied to all users that are assigned to that role. You can see the users assigned to the role if you hover over the users assigned text, above the Save button.

Update a role

Go to Settings > Manage Users.

Click the Roles tab.

Click the name of the role that you want to update.

Edit the name, description or permissions that you want to change.

Click Save. Your updates are applied to all users assigned to that role.

Deleting a role

You can delete an existing role from the Roles tab.

Note: You can't delete a role if there are users assigned to the role. Either assign the users to a new role, or unassign them and set up their permissions manually. You can then delete the role.

Delete a role

Go to .

Click the Roles tab.

Click the name of the role that you want to delete. Check the assigned users column to ensure there are no users assigned to this role. You'll need to remove the role from any users before you can delete the role.

Note: If you hover over the number in the assigned users column, you can see the names of any users assigned to the role.

Click Delete this role. You'll only see this option if you have no users assigned to the role.

Click Delete to confirm that you want to delete the role. The role is deleted and can't be retrieved.

Settings > Manage Users

Note: This feature is available through the Roles and Actions Permissions EAP from 9th December, 2019. To learn more and to sign up for the EAP, go to the Zendesk Community pages: Roles and Actions Permissions EAP.

You need admin rights to work with users.

If you are creating a user from scratch, see Adding a user in Sell.

Make sure that you have a user hierarchy and have set up a role before you try to assign a user to a role.

This article contains the following sections:

Assigning an existing user to a role

Changing or deleting a user's role

Assigning an existing user to a role

You can assign a role to anyone in your user hierarchy, except the topmost manager in your hierarchy.

Add a user to a role

Go to Settings > Manage Users.

Click the User List tab.

Click the name of the user that you want to assign to a role. The edit user window is displayed.

Alternatively, you can select your user from the User Hierarchy tab, and click the pencil icon to edit.

Click the Role field. Choose a role that you want to apply to this user.

Notice that all permissions are now hidden for the user, because they inherit the permissions that you have already defined for the role.

Click Save to apply the role to the user.

In the User Management > User List view, you'll see the new role assigned to the user you edited.

Changing or deleting a user's role

You can change or remove the role allocated to a user in your hierarchy. If you need to delete a role, you need to use these steps to first remove the role from all users.

Change or remove the role of a user

Go to .

Click the User List tab.

Click the name of the user that you want to assign to a role. The edit user window is displayed.

Alternatively, you can select your user from the User Hierarchy tab, and click the pencil icon to edit.

Click the Role field. A role is already allocated to this user.

If you are changing the role, choose the new role you want to apply to this user.

If you are removing the role, click None.

You'll notice that the Configure permissions section is now visible, so that you can define individual permissions for the user.

Click Save.

Settings

With all plans, you can choose between two default roles in Sell. With Enterprise and Elite plans you can specify granularity of access, and also create custom roles to define permissions that can be applied to multiple users.

You need admin rights to work with users. See creating a user and editing user permissions to set up your users.

This article contains the following sections:

Default roles in Sell

Granting administrator rights

Data types that are affected by permissions

Default roles in Sell

The default roles in Sell are Manager and User roles. These roles have a number of features, depending on your plan.

Team and Professional plans:

Manager: this role can access and perform actions on all leads, contacts, and deals on the account. They can access their own data, and the data owned by their reportees.

User: this role can access and perform actions on their own leads, contacts, and deals only. However, an administrator can extend their access to contacts access so that they can see and interact with other contacts on the account.

Enterprise and Elite plans:

Manager: this role can access and perform actions on all leads, contacts, and deals on the account. They can access their own data, and the data owned by their reportees.

User: you can configure this role so that the user can access and perform actions on their own, peer, reportees, and manager leads, contacts, and deals.

Granting administrator rights

Any Sell user, whether a Manager or a User, can be granted administrator privileges. Administrators do not have access to all user data. Administrator privileges relate to managing the account, and include the following areas (as listed in ):

Account information: account name, time zone, account currency, account cancellation

Subscription: upgrading and downgrading account subscription plan

Leads, contacts, and deals: adding, editing or deleting custom fields

Sales goals: resolution period

Task automation rules

Integrations

Voice: call scripts and billing

Client space setup

Lead capture form setup and publishing

Only current administrators can grant other Sell users administrative privileges. The data privileges of an administrator are defined by their Manager or User role.

Data types that are affected by permissions

Leads, contacts, and deals are the three categories of records that follow the user permissions set for your organization. Other types of data that are related to leads, contacts, or deals also inherit the permissions of a related object. For example, if a user has access to a specific contact, they can also see the call logs and contact notes for that contact.

Depending on their permissions, users can perform the following actions on data:

Create: create new data

Read: view existing data

Edit: change existing data

Delete: delete data from the account

Transfer: transfer data to other Sell users in the account

Export: export data to CSV file format for download

Managing user permissions)

You can add a user to your account if you have enough seats (licenses) in your Sell subscription.

You need admin rights to work with users.

Adding a user

Before you add a user, make sure you know what role they should have. You can choose between Manager or User. See the definitions of each role.

Add a user

Go to Settings > Manage Users.

Click New user.

Note: If you do not have enough licenses, you are prompted to add more seats to accommodate the new user.

On the Create a new user window, enter the following details:

Full Name: this is how the user's name will be displayed in Sell

Email: this is the email address where the user's invitation is sent, and also the address the user will use to log in to Sell.

Role: select a role. See the definitions of each role.

Admin privileges: check the box to grant the user full administrative privileges (see .

Contact access: select whether you'd like the new user to access all contacts in the account or only their own contacts.

Prospect and Customer access: select whether you'd like the new user to access all prospects and customers in the account or only their own prospects and customers.

Click Save. Your new user has been created, and an activation email is sent to the email address you specified.

When the user clicks the activation button in the email, a web browser opens and they are prompted to complete their account registration.

When they click Complete Registration, their account is activated.

Becoming a collaborator

A collaborator is a colleague or other Sell user that you can add as a secondary owner of any lead, contact, or deal. The collaborator is notified when certain actions take place on those records.

Note: You can only be added as a collaborator to a lead, contact, or deal if you have permission to view that record.If you can't be added as a collaborator, contact your administrator to update your permissions.

This article contains the following sections:

Adding a collaborator

Adding a collaborator

You can manage who can collaborate on your lead, contact, or deal using the Collaborators field directly from the lead, contact, or deal page.

Add a collaborator

In your lead, contact, or deal page, click the+ icon in the Collaborators field.

Start typing a name. You'll see a list of possible matches.

Note: The ability to add a Collaborator to a record depends on the permissions defined for that user. If you are unable to add a given user as a collaborator, contact your administrator to request the correct access for that user.

Click the name of the person you want to add as a collaborator.

The new collaborator is informed by email, and is notified each time a change is made to the record.

Becoming a collaborator

If you'd like to become a collaborator on a contact, lead, or deal, you have two options, depending on your plan.

On any plan:

In the lead, contact, or deal page you want to collaborate on, click Become a Collaborator, under the Collaborators field. The lead, contact, or deal owner is notified and they have the option to approve or deny your request.

On Enterprise and Elite plans:

Depending on your access rights, you'll see the option to Become a Collaborator. This won't require any further approval from the record owner.

You can also filter leads, contacts, and deals by using the Collaborators filter, available in the filters column.

working with teams and groups in Sell

You can change the profile and permissions for a user, to provide more granularity and control.

You need admin rights to work with users.

Edit a user

Go to Settings > Manage Users.

Click the name of the user you want to edit.

For Team and Professional plans, you can edit the following fields:

Full Name: this is how the user's name is displayed in Sell

Email: edit the email address to update the email address that is used to log in to the account. This does not send a new invitation to the user.

Role: promote the user to Manager, or demote to User.

This user has Admin privileges: check or uncheck the box to add or remove administrative rights.

Contact access (User role): change the user's contact access so that the user can view only their own, or all contacts in the account.

Prospect and Customer access (User role): change whether a user can see contacts who have a deal attached to them. A prospect is a contact with an active deal, and a customer is a contact with a closed deal.

For Enterprise and Elite plans, you can edit the following fields:

Full Name: this is how the user's name is displayed in Sell

Email: edit the email address to update the email address that is used to log in to the account. This does not send a new invitation to the user.

Reports to: the manager of this user.

Group: the group this user is part of, if one is defined (see ). The default setting is None. You can create a new group here, and add the user to it.

Leads access: change the user's leads access so that the user can view their own and subordinates' leads, their own, subordinates and peers' leads, their own, subordinates, peers' and their manager's leads, or to set leads access to be the same as their manager.

Contact access:change the user's contact access so that the user can view their own and subordinates' contacts, their own, subordinates and peers' contacts, their own, subordinates, peers and their manager's contacts, or to set contact access to be the same as their manager.

Prospect and Customer access:change the user's prospect and customer access so that the user can view their own and subordinates' prospects and customers, their own, subordinates and peers' prospects and customers, their own, subordinates, peers and their manager's prospects and customers, or to set prospect and customer access to be the same as their manager.

Deal access:change the user's deal access so that the user can view their own and subordinates' deals, their own, subordinates and peers' deals, their own, subordinates, peers and their manager's deals, or to set deal access to be the same as their manager.

This user has Admin privileges: check or uncheck the box to add or remove administrative rights.

This user is allowed to add and delete subordinates: check or uncheck the box to give additional privileges to add or delete reportees.

This user has Full Data Access privileges: check or uncheck the box to give additional privileges to add, reassign, and manage any lead, contact, or deal records that they have access to.

Click Save. The user permissions are updated.

Managing user permissions

For Enterprise and Elite plans, you can create a team structure, or user hierarchy, to manage an extended team structure with employees on different tiered levels.

You need admin rights to create a user hierarchy.

Creating your user hierarchy

A user hierarchy is a tree of users in your organization, divided into teams and groups. The user hierarchy provides a way of granting data permissions in your company.

Create a user hierarchy

Go to Settings > Manage Users.

Click User Hierarchy, and click Activate to enable a basic user hierarchy for your account.

By default, the account owner isplaced at the top of the hierarchy tree as the "topmost manager", and other users are direct reports to the topmost manager. To build out your team structure, you can add users above or below the topmost manager.

Build your hierarchy with new users.

Click Add user () to the left of an existing user to add a new user as a manager, or click Add user() to the right of an existing user to add them as a reportee (see Creating a user in Sell to create a new user).The Reports to field is automatically populated with the manager. Alternatively, create a new user, and specify the manager that you want in the Reports to field. The new user appears in the user hierarchy.

To add a user as the topmost manager, click Make topmost manager when you are adding the user.

Change the position of an existing user in the hierarchy.

Select the user you want to edit, and click the pencil icon. You can find a user by typing part of their name in the search bar.

Change the manager in the Reports to field, and click Save. You'll see the user move in the user hierarchy to report to the new manager.

To make a user as the topmost manager, click Make topmost manager when you are editing the user.Only a user without reportees can become a topmost manager.

To create multiple branches of teams on your tree, add peer managers at the same hierarchy level, and add employees beneath them.

Name your teams.

Select a manager, and click the pencil icon. Edit the Team Name field, and click Save.The new team name appears underneath the manager name in the user hierarchy.

You can see this field only if the user has reportees. All users who report to that manager are part of the team. Team names can be used to filter your reports, providing customized data for analyzing your organization's sales performance.

Create groups. You can create agroup that contains users across the organization. This can help segment and filter your reports.

For each user you want to include in the group, select the user and click the pencil icon. Select an entry in the Group field (or create a new group) and click Save.The new group name appears underneath the user name in the user hierarchy.

Set data access permissions for each user as you add them to the tree, or come back later when you've built out the organizational hierarchy. To learn about the different user roles and permissions in Sell, see.

Verify a user's data access permissions by clicking a user's name in the user hierarchy.

Toggle the Show permissions bar to see permissions for leads, contacts, prospects and customers, and deals for a user. For each permission type, you'll see a green border on the user's hierarchy box, and a green border around all other users that have the same or lower data access privileges.

For example, if the user has the same permissions as their manager for contacts, the manager and user boxes both have a green border. If the user has permission to see their own deals only, the green border appears on the user's hierarchy box, but not on the manager's.

Settings > Plans and Pricing

If you want to completely remove a user from your account, you can delete the user. Deleting a user is permanent. If you think that you might need to reinstate the user in future, deactivate the user instead.

You need admin rights to delete a user.

Delete a user

Go to Settings > User Management and click the user you want to delete. At the bottom of the pop-up screen, click Delete User.

Note: You can't delete a user that is a manager (that is, they have users who report to them). You'll need to reassign those reportees to a different manager before deleting the user.

On the next screen, select a new owner for that user's data(contacts, leads, and deals).

Note: All other data for the user, for example, emails, are removed from Sell.

Click Delete.

The user's license (seat) is available, so if you add anotheruser, you won't be charged. You can adjust your seat allowance in.

Editing a user's permissions

You can manage your users from the User List or User Hierarchy. User Hierarchy is available on Enterprise and Elite plans.

Controlling access to your contact database and sales data is a critical aspect of keeping your data safe and accessible to those who need it. Permissions operate slightly differently, depending on your subscription type.

This article contains the following sections:

Managing users from the User List

Managing users from the User Hierarchy

Managing users from the User List

All users are listed in Settings > Manage Users.

On the User List tab, you have a list view of your users. Find the user you want to update and click on their name to edit their permission settings.

See the following articles for how to work with your users:

Adding a user to Sell

Editing a user's permissions

Deactivating a user

Deleting a user

Managing users from the User Hierarchy

If you have the Enterprise or Elite plan, you can get a more visual overview of each user's permissions and where they are in relation to subordinates or managers.

Click on the pencil icon next to the name of the user to edit their permission settings.

Each user can move their own position on the hierarchy, and the position of their subordinates.

User-level accounts can move only people within their own hierarchy tree, while Admin-level accounts can move all Sell users on the account. When a user is moved to a new place in the hierarchy, their permissions settings for leads, contacts, and deals does not change. Only admins and the topmost manager of the hierarchy can move a user to the top of the hierarchy. Only a user without subordinates can become a topmost manager. See the following articles for how to work with your user hierarchy:

Creating a team structure in Sell

Working with groups and teams in Zendesk Sell

delete a user entirely

If you want to remove a user temporarily from your account, you can deactivate the user. You might want to do this if someone leaves the company and you want to retain that user's emails and other information, but ensure they do not have access to Sell.

You have the option at any time to reactivate them, or delete them in the future.

You need admin rights to deactivate a user.

Deactivate a user

Go to Settings > User Management and click the user you want to deactivate. At the bottom of the pop-up screen, click Deactivate User.

Click Deactivate to confirm.

You can see the user on the Deactivated tab. From here you can click the user to either reactivate or delete them.

The deactivated user will no longer be able to log on to Sell, either on the the web or using mobile applications. They remain visible as a user, and continue to appear on relevant reports.

You won't be able to assign any data or tasks to that user, but their entire activity history is retained, as well as their ownership of deals, contacts, or leads. If necessary, you can then reassign those to relevant users.

Following a deactivation, a user's API token is also changed and any integrations they had enabled in Sell are disabled.

Deactivated users are not counted in your account seat limit. If you're not planning on introducing another team member, you can adjust the number of seats you have. If you need a more permanent solution, you can .

Creating a team structure in Sell

On Enterprise and Elite plans, you can set up teams and groups in Sell.

A team is a group of users that report to another user (for example, a sales manager, team lead, or project manager). Choose a team name that is easily identifiable (this can be especially useful when viewing your sales reports).

A group is a set of users that you can specify from across the organization. Using groups is a great way to segment and filter your reports, where users sit in different parts of the hierarchy.

When you open an account, the account owner is placed at the top of the hierarchy tree. The account owner is the "topmost manager". By default, all users report to the topmost manager until you set up your organizational structure.

When you've created all your teams and groups, you have created a user hierarchy.

Seeto understand how to build your organization hierarchy.

Working with groups and teams in Sell

A topmost manager is the person in your organisation that all employees report to.

You must enable a user hierarchy for your account to create a topmost manager (see Creating a team structure (user hierarchy) in Sell ).

You must have admin rights to create a the topmost manager of the account and the reporting structure of the users below.

After you have set up your user hierarchy, a user can only be changed to the topmost manager in the account if they do not have other users reporting to them.

Click on the user's name to edit their permissions, and you'll see the make topmost manageroption.

In the following example, you can see that the user with no reportees can be made the topmost manager. If a user has reportees, there is no option to make them the topmost manager.

For more information about creating groups and teams in Sell, see.

Revenue Widget Overview

Were glad you decided to try out the Performance Dashboard ! Please check out our Performance Dashboard Overview Article to answer your general questions about this feature.

Lets explore the reporting capabilities of the Revenue Widget. We suggest adding this widget if you are interested in the value of your Won Deals. This report is a great visual to gain insights into the sales output of you and your sales team. Lets get started!

Jump to:

Helpful Dashboard Insights

Add the Revenue Widget

Customize Your Report

Revenue Report Examples

FAQ

Helpful Dashboard Insights

Add Revenue Widget:

Locate the + Widget icon in the top right corner of your Dashboard. The default timeframe presented will display your teams overall Revenue This Month.

Customize Your Report:

Click into the Revenue Widget to further filter and customize this report. Youll need to determine how youd like to view your revenue breakdown.

Choose a Timeframe (required): Tell us what timeframe you want this revenue breakdown to capture. Are you interested in 'This Year' or 'This Quarter' or 'Last Month?'

Group By (required to get a full visual report): Select how to further slice your data. For example, view monthly revenue by Day or by Deal Source.

Display By (required): Select to view the 'Deal Value' or 'Deal Volume' in your report.

Filter (optional): Click the Filters button to further narrow the data included in your report.

Save (required): Click Save to update the widget on your Dashboard.Now you can go back to your Dashboard. Read more on managing your Dashboard in the Performance Dashboard Overview Article

Revenue Report Examples:

Lets say you are your teams Manager and you are interested in seeing which Sales Rep outperformed the others each quarter of this year. You can select a timeframe of This Year and then select to group by Owner and then break down your revenue even further and group also by Quarter. This arrangement of groupings will result in the bar graph below, clearly demonstrating which Sales Rep outperformed the others within each quarter of this year.

Perhaps you are a Sales Rep interested in keeping track of your own generated revenue and making sure you stay on target relative to your other team members. You can create a report with a timeframe of This Quarter and group by Owner to generate a report of all the Sales Reps revenue so far. Additionally, if you are interested in how you are performing relative to a specific member of your team, you can click on the Filters button and select specific Owner.

In the example below, you can see that our Sales Rep, Anna, can clearly see how she is performing relative to her other team members this quarter! This gives Anna the ability to see reports that are relevant to her every time she logs in.

FAQ:

How is the Revenue Report calculated?Revenue is based on all the Deals that were won in the specified timeframe.

Can all of my Custom Fields be pulled into this Revenue Report? When you click on the Filters button you will be presented with a drop-down menu of all your options. We are excited to give you the option to add all your fields into these reports and we will progressively be supporting all types of Custom Fields!

If you have any additional questions please contact our Support Team at +1 (855) 976-9550 or email us at [email protected] and we will be happy to help!

Welcome to Zendesk Sell! We're excited to have you on-board and want to help you get up and running quicker so you can blow past the competition.Our most recent version of the Day Zero Checklist can be viewed here.

Interested in a live demo? Reserve your seat here and uncover if Sell is a good fit for your sales team.

Are you new to Zendesk Sell and need a place to start? Have you been using Sell for a while and want to make sure your team is getting the most value out of Sell?

Below youll find a video series to get you onboarded and seeing value from Sell quickly, whether youre trialing Sell or have already purchased. Below each video, you'll find a relevant article. As youll see noted by the time guidelines, some activities take longer than others, but if you carve out a morning or afternoon, you should be good to go.

Back to Top Part 1: Learn (10 minutes)

The Very Basics

Part 2: Setup (90 minutes)

Add Your Team

Build Out Your Sales Pipeline

Add Your Custom Fields

Integrate Your Email

Integrate Your Calendar

Part 3: Add Your Data (90 minutes)

Prep your CSV file and Import

Part 4: Get Selling (20 minutes)

Build a Smart List

Start Dialing Using Sell Voice

Download the Mobile App

So let's get started!

__________________________________________________________________________________

Back to Top

Part 1: Learn

The Very Basics - 5 mins

Make sure you understand the difference between Leads, Contacts, and Deals

The Very Basics Support Article - read more here

__________________________________________________________________________________

Back to Top

Part 2: Setup

Add Your Team - 15 mins

Add in your Team or your colleagues so you can start collaborating

Adding Users Support Article - read more here

Build Out Your Sales Pipeline - 30 mins

Customize the stages in your Pipeline to reflect your organizations sales process

Sales Pipeline Support Article - read more here

Add Your Custom Fields - 30 mins

You can bring these in during import as well but build out fields or data points that are important to your organizationyou can make them mandatory too

Custom Fields Support Article - read more here

Integrate Your Email - 2 mins

Connect your Gmail or Office 365 (Outlook) account and watch your correspondence with prospects and customers magically appear

Email Integration Support Article - read more here

Integrate your Calendar - 2 mins

Connect your Google or Office 365 (Outlook) calendar to see all your appointments in Sell and against your prospects or customer records

Calendar integration Support Article - Google or Exchange

__________________________________________________________________________________

Back to Top

Part 3: Add Your Data

Prep your CSV file and Import Your Leads, Contacts, and Deals - 1 hr

Whether its your data in an Excel file or an export from a previous system, make sure your file is clean and organized for an easy import.Ensure all your data is in Sell so you can start selling as soon as youre setup.

Importing Data Support Article - read more here

__________________________________________________________________________________

Back to Top

Part 4: Get Selling

Build a Smartlist - 5 mins

Get the view of your Leads, Contacts, and Deals you want by sorting, filtering, and saving your data points so you can easily access them each time you login. You can also take actions right from your Smartlist like bulk emailing or build templates for your team

Smart List Support Article - read more here

Start Dialing Using Sell Voice - 5 mins

Dial right from Sell and youll automatically record your call. Choose a phone number thats unique to your area

Voice Support Article - read more here

Download the Sell Mobile App - 5 mins

Take Sell on the go and in the fieldyou can work offline too Check out our Knowledge Center

Mobile App Support Article - read more here

If you have any additional questions please contact our Support Team at +1 (855) 976-9550 or email us at [email protected] and we will be happy to help!

This article describes how certain features and functionality in Zendesk Sell can assist with your obligations under privacy law.

To learn more about meeting your obligations in other Zendesk products, see Complying with Privacy and Data Protection Law in Zendesk products.

Topics covered in this article:

Meeting an access obligation

Meeting a correction obligation

Meeting an erasure or deletion obligation

Meeting a data portability obligation

Meeting an objection obligation

Disclaimer

Meeting an access obligation

Individuals from certain regions have a right of access. On request, you may have an obligation to inform a user where their personal data is being held and for what purposes.

Sell provides a platform for businesses to collect information on contacts and leads, for example, through calls, notes, text messages, documents, and tasks, that they can analyze to help sell their products to new and existing clients.

If an individual requests a copy of their personal data, you can export the data from Sell as described in Meeting a data portability obligation.

Meeting a correction obligation

Individuals from certain regions have a right to rectification, or the right to have inaccuracies in their personal data corrected. On request, you may have an obligation to provide the individual with their personal data and fix inaccuracies or add missing information.

To meet the correction obligation Sell allows you to export the existing information and edit the personal data with the necessary fixes. To apply fixes to the user data, follow the steps described in Editing a lead, contact, or deal.

To export user data, follow the steps described in Exporting data from Sell, and extract the information pertaining to the individual, or use the Sell Contacts API or Sell Leads API to extract details for an individual.

Meeting an erasure or deletion obligation

Individuals from certain regions have a right to erasure, or the right to be forgotten or deleted. On request, you may have an obligation to delete the personal data of an individual.

To delete an active users data, follow the steps described in Deleting a contact, and raise a support ticket to have the users data removed permanently from the database.

Meeting a data portability obligation

Individuals from certain regions have a right to data portability. On request, you may have an obligation to provide an individual with their personal data or to transmit the data to another organization.

The Sell API provides the capability to export an individuals data in a commonly used machine readable format (JSON), which can then be imported into another system. Use the Sell API to export account data for an individual (a contact or lead ), including any calls, documents, notes, tasks, or text messages associated with the individual.

Additionally, use Smart Lists to export data about a specific person.

Integration data that is present in Sell, including email, calendar entries, and data associated with any other third party integrations, cannot be exported through Sell as this data is owned by the integration provider. Your data controller needs to contact your integration provider to export this data at source.

Meeting an objection obligation

Individuals from certain regions have a right of objection, or the right to object to direct marketing. You may have an obligation to stop processing personal data for direct marketing purposes when you receive an objection from an individual.

Sell does not actively offer direct marketing as a feature, therefore it is up to the business to be aware of how the end user information is being used. With that, if the business wishes to meet this objection obligation within the platform, Sell allows you to delete user details.

See Meeting an erasure or deletion obligation for more detail.

Disclaimer

This document is for informational purposes only and does not constitute legal advice. Readers should always seek legal advice before taking any action with respect to the matters discussed herein.

Import Settings page

You can add multiple users by importing a CSV (comma separated values) file that contains the customer data, rather than adding contacts or leads individually. See

The following article explains how to upload your prepared CSV file. See Creating a CSV file to upload your contacts, leads, and deals if you need to create a CSV file.

This article contains the following sections:

Uploading your CSV file

Importing your settings and mapping

Review your import selections

Undo an import

You'll import Leads, Contacts, and Deals separately to Sell.

For information on how Sell defines Leads and Contacts, see Leads, Contacts, and Deals In Zendesk Sell.

Uploading your CSV file

When you've prepared your CSV file, you are ready to import your contacts, leads, and deals.

To import data into Sell

Go to Settings > Import.Click Import new data.

Click CSVas the file type you want to import.

Select Import Leads,Import Contacts, or Import Deals & Contacts.

Drag and drop your file, or click Select file to navigate and upload your file.

Click Next.

Note: Depending on the size of your file, Sell can take a few minutes to process the file.

Importing your settings and mapping

On the Import your Data page, provide additional details on how you want to handle your data.

If youre only updating fields on existing leads and contacts by overriding existing fields with new data (empty or not) select:

During the import, I want to: Add new leads or contacts and make updates to existing leads or contacts

If data currently in Zendesk Sell does not match data in the import: Update all existing Zendesk Sell data with new data from the import file

Explanation of Import your Data options

Add new leads or contacts and make updates to existing leads or contacts. Use thisoption if you areadding new Leads or Contacts while also making changes to Leads or Contacts that already exist in Sell.

Add only new leads or contacts currently not in Sell. Use this option if you are importing all new data, such as adding Leads or Contacts that have never been imported into Sell before.

Only update existing Sell lead or contact with new data from the import file. Use this option when you already have Leads or Contacts in Sell that youre working, but you have some additional data that you would like to add to their records. In order to avoid duplicates and be sure the new data is added to the appropriate Lead or Contact, you will need to select fields that are present on existing leads or contacts in Sell, so we know to match the new data to the corresponding record.

When you select an option that includes updating existing Leads or Contacts, there is a choice forIf data currently in Zendesk Sell does not match data in the import. This indicates that you are making changes to your Leads or Contacts that already exist in Sell. The fields that appear on your Leads or Contacts can either have an existing value or be empty, and this indicates that you have the option for the new data from your file to override these existing field values or to fill an empty field.

You'll be prompted to choose:

Update only empty Sell fields with data from the import file. Use this option toput data from your import file into existing empty fields, and will not overwrite any fields that currently have a value.

Update all existing Sell data with new data from the import file. Use this option to overwrite all field values whether empty or not with the data from your import file.

Automatically create a custom field to retain both values. Usethis option to create a new custom fields (usually called Address# or

You'll see an additional option if you are importing leads, which you will not see when importing contacts or deals:

If a lead in the import file already exists as a contact in Zendesk Sell:

Do not import it

Import it and create duplicate leads

Mapping

On the mapping screen, choose the fields that you would like to map each column of data to. If you use the default fields as outlined above, the importer will automatically make suggestions based on the column header.

Select the correct field to map each column. Here you can also map to custom fields that are already created, or, if necessary, add as a new field.

You might find that sometimes (most commonly with a Contact import) that you have choices to make. A Contact can be imported as a Person or a Company, so if your header doesn't specify this, you'll be asked to clarify whether you want this data applied to the Person or Company Contact.

Note: If you want the data to be imported to both the Person and the Company, ensure that you have two columns in your CSV file, and it can be imported into both Contacts.

If the importer doesn't have a suggestion, such as a tag field, you can click the dropdown box to find the relevant default or custom field in your list. You can type the name of the field and the importer automatically filters the list:

When you have mapped a field, you have options to edit and ignore:

Click Edit to change your import settings. If you select Ignore, the entire column will be ignore and the data is not imported. If you accidentally select Ignore, just click Import this column to bring you back to the mapping settings.

Reviewing your import selections

When all your fields are mapped, you can review both your import settings and field mapping parameters. This shows you all the fields that you are mapping and example values from your CSV file. If something is incorrect, return to Mapping settings to make a change or click Import to finish the process.

Undo an import

You can reverse an import from the. At the bottom of the page you'll see a list of your completed imports by date.

Select Revert Import to remove the datathat was included in this file from your account. When an import is reversed, your custom fields and tags created during the import are left intact in your account.

Note: If an import containing over 1,000 entries, it can take up to 10 minutes for all data to be removed from your account.

Viewing your smart lists

You can use filters and lists on the Sell mobile app to define what matters to you most in records, and work with them accordingly.

For example, you might have 1000 leads in Sell and want to view leads in a certain area only or leads from a certain industry. You can apply filters to your general working list and save it as a list.

This article contains the following sections:

Applying filters

Creating a smart list

Applying filters

Go to the Leads, Contacts, or Deals tab and click the funnel () icon. This opens a list of fields for you to filter. Click Add Field to add more fields to include in the filter.

To remove a field from the filter, click onthe More (...) icon and Remove.

Creating a smart list

If you have a list of specific fields and filters that you'd like to save, click Save as Smart List to save it as a list. Name your smart list and click OK to save.

Your list of smart lists is available in your leads, contacts, or deals center. In your Contact Center, you can access all your saved smart lists and also create new smart lists.

Viewing your smart lists

You have a number of ways to view your lead, contact, or deal lists. Toggle among different views by navigating to your leads, contacts, or deals page and clicking onthe hamburger icon towards the top right side of the screen.

Choose to view your list in List, Map, or Cards.

The list view is a standard list.

The map view displays your filtered or unfiltered list as a map and shows relevant leads, contacts, or deals according to the address populated on their respective cards.

The cards view shows each lead, contact, or deal on an individual page.

Viewing your smart lists

You can use filters and lists on the Sell mobile app to define what matters to you most in records, and work with them accordingly.

For example, you might have 1000 leads in Sell and want to view leads in a certain area only or leads from a certain industry. You can apply filters to your general working list and save it as a list.

This article contains the following sections:

Applying filters

Creating a smart list

Applying filters

Go to the Leads, Contacts, or Deals tab and click the funnel () icon. This opens a list of fields for you to filter. To sort by a certain field, tap the arrow next to the field name. To add more fields to filter by, click Add Field.

To remove a field, swipe left on the field name, and click Remove.

Creating a smart list

If you have a list of specific fields and filters that you'd like to save, click Save as Smart List to save it as a list. Name your smart list and click OK to save.

You can access your Working Center by clicking the Tap to change List menu at the top of your screen.

The Working Center contains your saved smart lists and the working list of all your contacts. You can also create a new smart list from this page.

Viewing your smart lists

You have a number of ways to view your lead, contact, or deal lists. Toggle among different views by navigating to your leads, contacts, or deals page and clicking onthe icon towards the top left side of the screen. The icon changes depending on the current view.

List Viewshows all of your items in an index, displaying them in a list.

Map Viewdisplays the items as pins on a map.

Card Viewsummarizes each item into a card. Swipe left and right to scroll through the cards.

Removing a collaborator

With the Sell mobile app, you can add collaborators so that you can work with other Sell users on a lead, contact, or deal. Each user can customize their email visibility and notifications. For example, you might set your email visibility on leads so that your emails are only visible to other Sell users if you're the owner or a collaborator for that lead.

This article contains the following sections:

Adding a collaborator

Adding a collaborator

Go to a lead, contact, or deal and click Collaborators, and clickthe + icon.

Search for the name of the person you want to add as a collaborator, select the name and click the tick icon to save.

Removing a collaborator

To remove a collaborator, click the + icon, deselect the collaborator and click the tick icon to save.

Removing a collaborator

With the Sell mobile app, you can add collaborators so that you can work with other Sell users on a lead, contact, or deal. Each user can customize their email visibility and notifications. For example, you might set your email visibility on leads so that your emails are only visible to other Sell users if you're the owner or a collaborator for that lead.

This article contains the following sections:

Adding a collaborator

Adding a collaborator

Go to a lead, contact, or deal and click theCollab field, andAdd Collaborators.

Use the search bar to find the collaborator you are looking for, or select them from the list. Click the name of the collaborator youd like to add, then click the + iconto save.

Removing a collaborator

To remove a collaborator, click Collab. from the Details page, and swipe left on the name of the Collaborator you'd like to remove. Click Remove.

You can use the Sell mobile app to add and review documents related to a specific lead, contact, or deal.

Go to a lead, contact, or deal, click the Documents taband click the + icon.

Click Document (or From Repository) to attach the document.

Note:The document repository is not available with the Sell Team plan.

Browse to find the document and click the tick iconto upload.

You can use the Sell mobile app to add and review documents related to a specific lead, contact, or deal.

Documents are represented in the mobile app with the document icon.

Go to a lead, contact, or deal, and click the document icon to go to the Documents section.

Click Add a Document or click the+ icon.

Select the type of document you want to attach: a photo or video taken on your phone, a file on your mobile device, or a file from the repository.

Note: The document repository is not available with the Sell Team plan.

Your document is uploaded to the selected record.

Using geoverification

With the Zendesk Sell geolocation feature you can use your mobile to see your leads, contacts, and deals on a map and reach them with one-touch drivingdirections.

The Sell mobile app maps all of your leads, contacts, and deals making it easy to identify who you should visit and where you should spend your time. Zoom out to get the big picture, zoom in to view more detail, and tap on any contact, lead, or deal to get specific information, for example, deal size, or drivingdirections.

Note: You'll need to turn on location services to use geolocation.When you first launch the Sell mobile app you will have a pop up to grant the app access for location services. Click accept in order for the geolocation services to work, or grant access in Settings.

This article contains the following sections:

Using geolocation

Getting directions

Using geolocation

Go to the Leads, Contacts or Deals page and click the icon on the top left of your device to toggle to the map view. Here you will see pin drop icons for any nearby people.

To filter your map, click the filter icon on the top right of the screen. Choose fields to filter by to narrow down your results.

Getting directions

Click the lead, contact, or deal pin on the map.

ClickGet directions under the contact name.

Click open to allow Sell to open Google Maps.

Enter your starting point, if it is different from your current location. You can select a map location, type an address, or pick a recent location. The destination is autofilled with the contact's location.

You can toggle between methods of transport, and use any of the Google Map options to create your directions.

Click your preferred route, and Start. You'll be directed step by step to your destination.

See Tracking visits with Sell andfor more information about geolocation.

When a contact calls you on your mobile number, instead of your Sell number, Android Contact Integration can log that call.

The call is logged with an outcome and notes only. Call recording is available only for calls made and received using your Sell number.

When you enable Android Contact Integration, all your Sell contacts are imported to your Android address book. When you receivea call on your mobile number from a Sell contact or lead, you can automatically log the call.

To enable Android Contact Integration

From the Today tab, go to your Settings menu (cogwheel).

ClickConnect with Android phonebook.

ClickExpose Sell contacts to phonebook, andEnable.Your contacts will synchronize and you'll be able to log any activity with Sell contacts through your mobile phone.

Question:

Can I share Email Templates with my team?

Answer:

Email Templates are created individually in each User's account. To share with your team, the current workaround is to copy and paste your template and send that information to your team members so that they can create the template in their own account.

You can find additional information on how Email Templates work in the following article: How Do I Use Email Templates?

Call Length vs Time of Day report

You can use Sell Voice reports to understand how active your sales agents are in customer conversations, and to determine call outcomes at different times of day.

This article contains the following sections:

Using the Call Count report

Using the Call Duration report

Using the Call Outcomes report

Call Outcome vs Time of Day report

Using the Call Count report

The Call Count report helps you identify how many calls each team member is making. This is especially useful for organizations that have expectations for the number of calls placed per day. Youll notice a blue dotted line down the middle of the report. This represents the average number of calls placed for the given time frame.

Using the Call Duration report

The Call Duration report highlights the average call length by a team member. Low call durations might be indicative of low sales.

Using the Call Outcomes report

The Call Outcomes report is designed to give you a quick overview of your sales efforts. It can be difficult to judge how successful phone campaigns are, especially when youre cold calling. This report shows you whether the majority of the calls are being sent to voicemail, no answer, or any other call outcome you add to your account.

Call Outcome vs Time of Day report

After analyzing your call outcomes, it's worthwhile to compare call outcomes to the time of day they occurred. In the report below, you can see calls are being sent to voicemail early in the morning, late in the evening and around lunchtime. Perhaps its best to avoid making calls during these periods of time if you want to speak with the person directly. Youll also notice that calls that were flagged as Not Interested only occurred in the afternoon. In this case, you might want to schedule your calls for mid morning.

Call Length vs Time of Day report

This report studies the relationship between the length of the calls and the time of day that they are placed. In the example below, you can see that calls made between 8am and 11am are generally shorter than calls placed between 11am and 3pm. In this example, if you want to make a quick call, its best to do it in the morning. However, if youre looking for a longer conversation, its best to wait until after 11am.

Importing contacts from the Contacts tab

There are two ways to import contacts, either from the Today > Communication tab, or directly from the Contacts page.

This article contains the following sections:

Importing contacts when you first set up the Sell app

Importing contacts when you first set up the Sell app

When you download the Sell app for Android, one of the first things you should do is to import your data. You can add any contacts you have called or texted with along with any associated logs.

To import contacts for the first time

In the Today tab, click Communication.

Click Scan, andBegin Scan.

Click through to allow Sell to make and manage your phone calls, import your contacts, and send and view SMS messages.

Click review Call and Text Logs to choose what you would like to import to Sell.

For each type of communication, review and save, or import the information, as required.

Your contacts are imported.

Importing contacts from the Contacts tab

You can import contacts at any time from the Contacts page.

To import contacts from the Contacts tab

Click Contacts, and the Add (+) icon in the window. A list of options appears to add a person, company, or to import from phone.

Click Import from phone, and your phone contacts list appears.

Either select All, or individuals from your phone contacts, and click Import.

Click the tick icon to add the contacts. You can also tag them here, by clicking the tag icon.

The contact is saved to your contact list.

Adding data to Zendesk Sell is the first step towards increasing your overall sales efficiency.

Use these instructions to import your phone's address book to your Sell Mobile App.

In your Sell mobile app, go to the Contacts tab. From the top of the screen tap the + icon and selectFrom Address Book.

ChooseAll Contactsand click OK to allow Sell to access your contacts.

Click Select all, or click the contacts to import, and click Done.

Sell imports your selected iPhone contacts into the app, and you can see the contacts in your Sell account.

Using Zendesk Sell Email Integration

You can connect your email to the iOS Sell app in two ways, either from the Today > Communication page, or from Today > Settings.

This article contains the following sections:

Setting up email from Communication

Setting up email from Settings

Setting up email from Communication

To set up email from the Communication menu

From the Today tab, click Communication.

ClickAdd Email.

Enter your email address and password (this information is used for authentication only, and is not shared with Sell), and Sign In.You might need to enter some additional information, or to repeat your email and password.

Confirm whether Sell can have offline access to your email, and complete the setup.Your email is setup in Sell. When you email from Sell or directly from your email account, all your emails with leads and contacts are saved to Sell.

Setting up email from Settings

To set up email from the Settings menu

Click the Settings cogwheel from the top menu.

Click Email, and Begin Setup.

Enter your email address and password (this information is used for authentication only, and is not shared with Sell), and Sign In.You might need to enter some additional information, or to repeat your email and password.

Confirm whether Sell can have offline access to your email, and complete the setup.Your email is setup in Sell. When you email from Sell or directly from your email account, all your emails with leads and contacts are saved to Sell.

For more information about setting up email in Sell, see.