How to use Products in Zendesk Sell

Products are available for subscribers to the Enterprise plan.

The Products feature is a great way to define your goods for use with your deals – it also provides a new level of management of your pipeline.
Note that while we'll be using the term "product," the Products Catalog can just as well be used to list the services your company offers.

To begin working with Products in Sell, first navigate to the Products settings page. You'll have the option to enable your new Product Catalog (or edit the existing one later on). You can also do it from the Sell mobile app, if you prefer.

It's important to remember that only users with admin status can add and edit products in the Catalog – everyone else can view the Catalog.


Adding Products to your Catalog

Every journey starts with a single step – and your Catalog will also grow from a single product. To add it, click the green +Add button. You'll see the product panel slide out, and you'll be able to put in all the relevant details about the goods (or services) you want to have listed and available on hand.

While the only required field is the name of the product, it'll be much more useful to fill out at least some of the other fields, as well.
In order, these fields and parameters are:

  • Name – what you'd like to call the product;
  • SKU – an inventory number or code; both the name and the SKU can be used to search the Catalog for the product;
  • Active – an active product can be added to a deal; an inactive product is listed in the Catalog, but can't be used on new deals (until it's activated again). New products are set to active by default;
  • Description – a short note about the product;
  • Unit price – the price of a single item – this is the basis for calculating the discount, markup, and selling price values;
  • Max. discount – the maximum discount you want your team to be able to offer on a product (up to 100%);
  • Max. markup – the maximum markup you want your team to be able to add to the product's unit price – this lets you increase the value of a product in a given deal; there is no upper limit to the maximum markup;
  • Pricing variation – shows the range of prices available for a single item of the product, based on the unit price, max. discount, and max. markup settings (note: For products with a Unit Price of zero, the Pricing Variation will not be displayed);
  • Unit cost – this field lets you record the price of manufacturing or purchasing a single item of the product – it's not included in any of the above calculations and visible only to admins.


Since we realize your customers might come from any corner of the world, you can select any currency to define your product's unit price in. Even more, you can add a separate price for a given product in any of the currencies available in Sell using the round + button next to the Unit Price field. Products with prices in more than one currency will be displayed in the Catalog with a globe icon next to the price.

Adding Products to a Deal

A Deal's detail view includes a Products box in the right-hand column of the screen. This displays the total value of the products in the Deal, converted to the Deal's currency, as well as any discount you've applied to the products value. You can also set that amount as the Deal Value.

Note: when set this way, the Deal Value will not update automatically to reflect any changes in product prices or the number of products in the Deal. You will need to click the Set as Deal Value button again to update the Deal Value after any such change.

The Total Products Value is the value of all the products in the deal with the specified deal discount applied – this can be defined in the Products in this Deal view.

Product prices in currencies other than the Deal's currency will be converted – behind the scenes – to the equivalent amount in the Deal's currency and shown as the (Total) Products Value. The (Total) Products Value will be updated daily, based on current exchange rates. In other words, if your Deal's currency is the euro, and you set the price for a product in e.g. dollars, the product's price in dollars will remain the same, but the (Total) Products Value – in euro – will change.

Note that only the top five products in the deal will be displayed in the box; if there are more products listed, the box will show an overflow menu icon:[...].
If no discount is applied to the products, only the Total Products Value will be displayed under the Products list.

You can add products to a Deal by clicking the grey + icon in the top right-hand corner of the box, or in the deals Editing view. Clicking on the list of products in a Deal will show you the Products in this Deal.


From there, you can manage the products added to the Deal, their quantities, as well as the discount or markup applied to their respective prices in this particular Deal. The discount or markup cannot exceed the maximum values specified in the Catalog, and will be automatically updated to remain within those values.

Note: In order to specify a discount, you need to enter a negative value (e.g. "-10.00") in the Variation % field. When adding a markup, enter a positive value (e.g. "10.00").

You can also specify a discount or markup by editing the Selling Price field – this value cannot exceed the Pricing Variation displayed in the Products Catalog.
You can view the details of a product from this screen, but in order to edit any of its parameters you'll need to open the Products Catalog settings.

The Discount field in the bottom right-hand corner of the screen lets you specify an individual discount for the specific Deal; there is no limit on this discount: it can even be 100%.
From this view, you can also set the Deal Value to match the Total Products Value.

When you add a product to a Deal, it will retain the price and other details listed for it in the Catalog at the time of adding, and any subsequent changes to the product listing in the Catalog will not be reflected on existing Deals – only on new ones.

You can also add products to a Deal when quick-adding a Deal from the Sales Pipeline.

And naturally, you can also filter your Deals by products in the Sales Pipeline view.

If at any point you decide to disable the Products Catalog, you won't be able to select Products for your deals. The Catalog's contents are retained for your account, in case you want to enable it again later.

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