Occasionally, prospective customers will write into support with pre-sales questions. Depending on what they're looking for, we may answer some of their questions. But for the larger deal sizes, we want to get them over to Sales and not have to tell them to contact Sales themselves. We may also have existing customers wanting to purchase additional seats that we want to get them over to Sales.
What's the best way to transition a ticket to Sales that don't create more work for both parties? From my understanding, the integration with Salesforce does not have the ability to create leads or opportunities directly from Zendesk. Thanks!
Hi Allen,
There are a number of ways you could accomplish this. For example:
- You could CC a sales person in the ticket. See Using CCs, followers, and @mentions
- You could use Side Conversations. See Using side conversations in tickets
- You could provide your agents with a macro that adds a specific tag to the ticket, then create a trigger that looks for that tag and when found, notifies an Email Target to send an email to your sales team with the pertinent information. See Notifying external targets
- If your sales team is active on Slack, you could also potentially use the Slack integration: Understanding, installing, and configuring the Slack for Zendesk Support integration