Connecting your legacy Sell account to the Zendesk platform

What's my plan?

If you have a legacy Sell account that hasn't been connected to the Zendesk platform, you are not benefitting from the advanced functionality that the Zendesk platform brings. The Zendesk platform provides Sell accounts with numerous benefits, including:

Enhanced account security, including single sign-on and two-factor account authentication.

Improved and upgraded administration.

Advanced integrations between Zendesk products, including Support and Chat, and custom reporting powered by Explore.

Access to the Zendesk Marketplace, which has hundreds of apps and integrations for Zendesk products.

You'll know if your Sell account is connected to the Zendesk platform if:

You can sign in to Sell with a unique subdomain.

You can see the Zendesk product tray in the top right corner of Sell.
The tray allows you to navigate to other Zendesk products and to the Zendesk Admin Center.

If your Sell account is not connected to the Zendesk platform, work through the following steps to connect it in just a few minutes. You need Sell admin rights to complete this process. If you have questions, see Legacy Sell account migration FAQs.

To connect your legacy Sell account to the Zendesk platform

Click the Settings icon ( ), then click Upgrade > Connect to Zendesk.

Note: If you are an Admin in Sell and you don’t see this option in Settings, this means you are already connected to the Zendesk platform and don’t need to take any further action.

You'll see a screen asking whether you already have a Zendesk account that you want to connect to, select the appropriate option:

No, we don't have another Zendesk account - select this option if your organization doesn't have another Zendesk account that you want to connect to. If you select this option, then a new Zendesk subdomain is created for you.

Yes, we have another Zendesk account that we want to connect to - select this option if your organization already has an existing Zendesk subdomain or uses other Zendesk products that you want to connect your Sell account to.

Note: To complete the process, you must be the Zendesk account owner of the Zendesk subdomain. If your Zendesk Account Owner doesn’t have a Sell license, please follow the steps here.

Depending on which option you selected, work through the following steps:

If you selected No, I don't have another Zendesk account, choose a Zendesk subdomain, such as your company name.
The format is <subdomain>.zendesk.com, all lowercase with no spaces. From now on use this address to sign in to Sell.

If you selected Yes, we have another Zendesk account that we want to connect to, work through the following steps:

Enter your existing Zendesk subdomain.
If the subdomain you enter is not an existing Zendesk subdomain, you'll be asked to re-enter it.

Click Verify.
You will see a Zendesk sign-in screen.

Sign in to your Zendesk account to confirm that this is the correct account, and that you are the account owner.
You'll see an acknowledgement screen that confirms that your Sell account and subdomain are almost connected. If the specified Zendesk subdomain is not the one that you want to connect to your Sell account, click Go back and choose a different subdomain.
Note: If you use other Zendesk products (such as Chat or Support), and connect your Sell account, then you will see Sell users listed as Contributor Agents in Zendesk Support. Contributor agents do not use a paid seat in Support and can view some tickets but can only add internal notes to them. If you downgrade Contributor Agents to End Users in Support, then they will lose their access to Zendesk Sell. To reactivate a user in Zendesk Sell, a Sell Admin must go to Sell > Settings > Users > Pending actions.

Click Next.

Review, and agree to the disclaimers, then click Connect now.

You have now connected your legacy Sell account to the Zendesk platform.

For your next steps, see: Signing in to a migrated account for the first time.

For information on using Zendesk apps, see Installing Zendesk apps for the first time and Customizing the layout of your records.

For information about securing your Zendesk account, see Global security and sign-in resources and the Zendesk Suite Product Controls and Recommendations Guide.

If you are not the Zendesk Account Owner, see How do I connect my legacy Zendesk Sell account with an existing Zendesk Support if I am not the account owner?