Connecting your email with Zendesk Sell

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<div class="body">
<div class="div docs-wmp-link" style="text-align: right; font-size: 0.8em;"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" target="_blank">What's my plan?</a></div>
<p class="p"><img alt="Available on all Sell plans" id="topic_ot1_j2k_hkb__image_otq_1mh_gkb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/plan_available_sell_all.png"></p>
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> Enabling this functionality leverages Google API Services.
Zendesk’s use and transfer to any other app of information received through the
Google API Services connecting Zendesk Sell to your Gmail accounts will adhere to
Google's Limited Use Requirements described in the <a class="xref" href="https://developers.google.com/terms/api-services-user-data-policy" target="_blank"><u class="ph u">Google API Services: User Data
Policy</u></a>. </div>
</div>
<p class="p">The Sell email integration allows you to sync your existing email account to Sell, and
gives you greater visibility into your sales process. Other benefits include, for
example:</p>
<ul class="ul" id="topic_ot1_j2k_hkb__ul_iwr_zgp_z4b">
<li class="li">Never missing a conversation with a prospect</li>
<li class="li">Knowing when your prospect opens, clicks and replies to emails in real-time</li>
<li class="li">Saves you time by auto-populating personalized emails</li>
</ul>
<p class="p">This article covers the following topics:</p>
<div class="p">
<ul class="ul" id="topic_ot1_j2k_hkb__ul_yxy_php_z4b">
<li class="li"><a class="xref" href="#topic_m1g_xgp_z4b">Connecting your Microsoft Office
365 email</a></li>
<li class="li"><a class="xref" href="#topic_kdp_wgp_z4b">Connecting your Google email
(Gmail users)</a></li>
<li class="li"><a class="xref" href="#topic_dtp_xgp_z4b">Connecting your email (other
users)</a></li>
<li class="li"><a class="xref" href="#topic_jkd_ygp_z4b">Troubleshooting email integration
issues</a></li>
<li class="li"><a class="xref" href="#topic_vdq_ygp_z4b">Next steps with your Sell
email</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic_ot1_j2k_hkb__ul_dfw_xqp_g5b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4627545703322" target="_blank">Sell email resource guide</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_m1g_xgp_z4b">
<h2 class="title topictitle2" id="ariaid-title2">Connecting your Microsoft Office 365 email</h2>
<div class="body">
<p class="p" dir="ltr">The process for connecting your Microsoft Office 365 email account with
Sell is different depending on whether you have an existing connection or are
connecting your Microsoft Office 365 email account to Sell for the first time.
Everyone connecting their Microsoft Office 365 email account to Sell must follow
these instructions.</p>
<p class="p"><strong class="ph b">Existing connections to Sell</strong> - Use basic authentication to connect
your Microsoft Office 365 email account to Sell. </p>
<p class="p"><strong class="ph b">New connections to Sell</strong> - Use OAuth token-based authorization to connect
your Microsoft email account to Sell (by default).</p>
<div class="note note">
<span class="notetitle">Note:</span> Make sure that SMTP protocol is enabled in your Microsoft Office 365 instance. </div>
<div class="p">The benefits of using OAuth 2.0 token-based authorization: <ul class="ul" id="topic_m1g_xgp_z4b__ul_sl4_1fq_z5b">
<li class="li">Users can enable multi-factor authentication in Microsoft Office 365 without
any impact on their email connection</li>
<li class="li">Users can change their password in Microsoft Office 365 without any impact
on their email connection, because Sell is authorized using tokens instead
of passwords.</li>
</ul>
</div>
<p class="p" dir="ltr"><strong class="ph b">To update your existing email connection with Sell from basic
authentication to OAuth token-based authorization</strong></p>
<div class="note important">
<span class="importanttitle">Important:</span> Do not disconnect and reconnect your existing basic
authentication email connection using the sign in with Microsoft option.</div>
<ol class="ol" id="topic_m1g_xgp_z4b__ol_nd3_ylq_g5b">
<li class="li" dir="ltr">Sign in to Sell.</li>
<li class="li" dir="ltr">Sign in to Microsoft Office 365 on the same web browser you used to
sign in to Sell.</li>
<li class="li" dir="ltr">Click the following link to create a private token and to sign in as
per the standard OAuth2 flow. <a class="xref" href="https://app.futuresimple.com/apis/oauth2_connector/api/v1/oauth2/office365_mailman/authorize.json?reconnect=true" target="_blank">https://app.futuresimple.com/apis/oauth2_connector/api/v1/oauth2/office365_mailman/authorize.json?reconnect=true</a>
</li>
</ol>
<p class="p" dir="ltr">Your email connection from Microsoft Office 365 to Sell is now updated to a
multi-factor connection.</p>
<p class="p" dir="ltr"><strong class="ph b">To connect your Microsoft email account to Sell for the first
time</strong></p>
<ol class="ol" id="topic_m1g_xgp_z4b__ol_h3f_f3p_z4b">
<li class="li">On the Sell sidebar, click <strong class="ph b">Settings</strong> (<img class="image" height="20" id="topic_m1g_xgp_z4b__image_i3f_f3p_z4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/settings_icon.png" width="20">), then click <strong class="ph b"><a class="xref" href="https://app.futuresimple.com/settings/email" target="_blank">Communication Channels &gt; Email</a></strong>.</li>
<li class="li">Click <strong class="ph b">Sign in with Microsoft</strong>. <p class="p"><img class="image img-screenshot" id="topic_m1g_xgp_z4b__image_vkd_mmq_g5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_email_sign_in_microsoft.png" width="300"></p>
</li>
<li class="li">If you've never signed in to your Microsoft account from your current browser or
session, enter your Microsoft email address (your primary email address must be
the same as your username) and your password, then click <strong class="ph b">Sign in</strong>.</li>
<li class="li">At the next prompt, select the email account you want to use with Sell.<p class="p"><img class="image" id="topic_m1g_xgp_z4b__image_lgh_k2r_fcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_pick_user.png" width="200"></p>
</li>
<li class="li">Click <strong class="ph b">Accept</strong> to grant Sell permission to have offline access. <p class="p">The
synchronization process starts and the following page
displays:</p>
<p class="p"><img class="image" id="topic_m1g_xgp_z4b__image_fjx_zbl_fcc" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/sell_email_integrate.png" width="600"></p>
</li>
<li class="li">If you have previously signed in to your Microsoft account from the browser and
your session is still stored, click <strong class="ph b">Sign in with Microsoft</strong>.</li>
<li class="li">Enter your username and password (your primary email address must be the same as
your username for Zendesk Sell to integrate).</li>
<li class="li">Select the account you want to use to connect. You've now completed the first
layer of authorization. Now, a similar account screen will <strong class="ph b">appear again</strong>.
Select the same account you previously selected.</li>
<li class="li">Once again, click <strong class="ph b">Accept</strong> to grant Sell permission to have offline access.
<p class="p">The synchronization process starts and the Communication Center page is
displayed again.</p>
</li>
</ol>
<div class="p">Depending on the size of your inbox, the initial sync with Sell can take some time.
You'll receive an email notification when your inbox sync completes. The initial
sync will retrieve up to 1,500 emails from your mailbox, (Inbox, Sent, Archived and
other default and custom folders).<div class="note note">
<span class="notetitle">Note:</span> <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408883370010" target="_blank">Microsoft ended support for basic
authentication access</a> on September 30, 2022.</div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_kdp_wgp_z4b">
<h2 class="title topictitle2" id="ariaid-title3">Connecting your Google email (Gmail users)</h2>
<div class="body">
<p class="p">Connecting your email accounts to Sell is easy.</p>
<p class="p"><strong class="ph b">To connect your Gmail account</strong></p>
<ol class="ol" id="topic_kdp_wgp_z4b__ol_bc3_23p_z4b">
<li class="li">On the Sell sidebar, click <strong class="ph b">Settings</strong> (<img class="image" height="20" id="topic_kdp_wgp_z4b__image_cc3_23p_z4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/settings_icon.png" width="20">), then click <strong class="ph b"><a class="xref" href="https://app.futuresimple.com/settings/email" target="_blank">Communication Channels &gt; Email</a></strong>.</li>
<li class="li">Click <strong class="ph b">Sign in with Google</strong>. Select <strong class="ph b">Allow</strong> to grant Zendesk Sell
permission to have offline access. <p class="p">The synchronization process
starts.</p>
</li>
</ol>
<p class="p">Depending on the size of your inbox, the initial sync with Sell can take some time.
You'll receive an email notification when your inbox sync completes. The initial
sync will retrieve up to 1,500 emails from your mailbox, (Inbox, Sent, Archived and
other default and custom folders).</p>
</div>
</div>
<div aria-labelledby="ariaid-title4" class="topic nested1" id="topic_dtp_xgp_z4b">
<h2 class="title topictitle2" id="ariaid-title4">Connecting your email (other users)</h2>
<div class="body">
<p class="p">If you have an email account with any other email provider, follow these steps.</p>
<p class="p"><strong class="ph b">To connect your email account</strong></p>
<ol class="ol" id="topic_dtp_xgp_z4b__ol_qtn_j3p_z4b">
<li class="li">On the Sell sidebar, click <strong class="ph b">Settings</strong> (<img class="image" height="20" id="topic_dtp_xgp_z4b__image_rtn_j3p_z4b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/settings_icon.png" width="20">), then click <strong class="ph b"><a class="xref" href="https://app.futuresimple.com/settings/email" target="_blank">Communication Channels &gt; Email</a></strong>.</li>
<li class="li">Enter your email address and password.</li>
<li class="li">Click <strong class="ph b">Connect</strong>. If you have an Exchange server or email under your own
domain, you are prompted to enter your SMTP server, SMTP port, IMAP server, and
IMAP port settings. For information about finding your SMTP and IMAP settings,
see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829062170-Email-troubleshooting-SMTP-and-IMAP-Settings" target="_blank">Email troubleshooting: SMTP and IMAP
Settings</a>. Complete all of the fields so Sell can connect to your
email server. </li>
<li class="li">If prompted, enter the SMTP server, SMTP port, IMAP server, and IMAP port, and
click <strong class="ph b">Connect</strong>. This information typically takes the following form:

<div class="tablenoborder">
<table border="1" cellpadding="4" cellspacing="0" class="table" frame="border" id="topic_dtp_xgp_z4b__topic_ot1_j2k_hkb__table_gk1_k2k_hkb" rules="all" summary="">
<colgroup>
<col>
<col>
<col>
<col>
</colgroup>
<tbody class="tbody">
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">Protocol</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Server Name</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">Port</td>
<td class="entry cell-norowborder" style="vertical-align:top;">Encryption Method</td>
</tr>
<tr class="row">
<td class="entry nocellnorowborder" style="vertical-align:top;">IMAP4</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">imap.yourdomain.com</td>
<td class="entry nocellnorowborder" style="vertical-align:top;">993</td>
<td class="entry cell-norowborder" style="vertical-align:top;">SSL</td>
</tr>
<tr class="row">
<td class="entry row-nocellborder" style="vertical-align:top;">SMTP</td>
<td class="entry row-nocellborder" style="vertical-align:top;">smtp.yourdomain.com</td>
<td class="entry row-nocellborder" style="vertical-align:top;">465</td>
<td class="entry cellrowborder" style="vertical-align:top;">SSL</td>
</tr>
</tbody>
</table>
</div>
<p class="p">If you're unsure of this information, check with your email service
provider to confirm the details.</p>
<p class="p">Your email servers must have a valid,
third-party SSL certificate installed (or TLS). Sell requires this to
preserve the security of your data, and we will not be able to connect to
your email server using unsecured servers or ports.</p>
</li>
<li class="li">The synchronization process starts.</li>
</ol>
<p class="p">Depending on the size of your inbox, the initial sync with Sell can take some time.
You'll receive an email notification when your inbox sync completes. The initial
sync will retrieve up to 1,500 emails from your mailbox (Inbox, Sent, Archived and
other default and custom folders).</p>
</div>
</div>
<div aria-labelledby="ariaid-title5" class="topic nested1" id="topic_jkd_ygp_z4b">
<h2 class="title topictitle2" id="ariaid-title5">Troubleshooting email integration issues</h2>
<div class="body">
<p class="p">If you are having trouble with integrating your email, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408829007514" target="_blank">Troubleshooting email integration errors</a>.</p>
</div>
</div>
<div aria-labelledby="ariaid-title6" class="topic nested1" id="topic_vdq_ygp_z4b">
<h2 class="title topictitle2" id="ariaid-title6">Next steps with your Sell email</h2>
<div class="body">
<div class="p">Use these articles to discover what you can do next with your email in Sell: <ul class="ul" id="topic_vdq_ygp_z4b__ul_md4_n3p_z4b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408834060186" target="_blank">Sharing email conversations with your
team</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408828307226" target="_blank">Sending bulk email messages</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408824369818" target="_blank">Managing your Sell email, phone calls,
and text messages</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408821812890" target="_blank">Creating and editing email
templates</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832035866" target="_blank">Monitoring email open rate and link
clicks</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408825434266" target="_blank">How do I update the email integration on
my account?</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408832176666" target="_blank">Customizing your email
signature</a></li>
</ul>
</div>
</div>
</div>
</body>