How to Process Email to Quote Requests Efficiently with Zendesk into CRM

Overview:

This article explains the complete Email-to-Quote (ETQ) process, from submitting a quote request in Zendesk to reviewing the generated quote in CRM. It also covers common exceptions, including quote creation failures and missing product information, along with recommended resolution steps.

Benefits:

• Faster quote creation and turnaround times.

• Reduced manual effort during quote processing.

• Clear visibility into processing errors and exceptions.

• More consistent pricing and quote accuracy.

Table of Contents:

1. Subtopic 1: Email-to-Quote Process in Zendesk:

2. Subtopic 2: Handling a request that failed to generate a quote

3. Subtopic 3: Handling a quote that failed to generate data for line items

Process:

Subtopic 1: Email-to-Quote Process in Zendesk:

Submit the Request:  

1. In Zendesk, open the reseller request. This request includes the BCN, but this is only required if the reseller has more than one account, such as a child or federal account.

2. Click the ellipsis (...) at the top of the conversation window and select Forward via email.

3. In the side conversation panel, forward the request to the ETQ production mailbox (etqusxvantage@ingrammicro).

   • Add any required information, such as the BCN, to the email body.  

4. Click Send. A response is typically generated shortly after the request is submitted.

Example of a response:

Review the Generated Quote:  

5. Open the ETQ response message and review the quote details. A link to the newly created quote is included in the response.

6. Click the quote link to open the quote in CRM.

   • The Customer Need field is automatically populated from the original request.

7. Select the Products tab and verify that all requested products have been added successfully.

8. If all information is correct, click Activate Quote on the command bar.

Subtopic 2: Handling a request that failed to generate a quote

If ETQ cannot create the quote, a rejection message is returned explaining the reason:

Example:

A request may be rejected if ETQ incorrectly identifies a value in the email as a bid number. In this case:

• Review the rejection reason.

• Remove or correct the incorrect bid number reference.

• Resubmit the request to ETQ.

• Alternatively, process the quote manually.

Subtopic 3: Handling a quote that failed to generate data for line items

1. A quote may be created successfully while one or more products fail validation. In this situation, product details such as the Ingram Micro SKU may be missing.

Investigate the Issue:

2. Open the generated quote in CRM. Missing product information can affect pricing and quote accuracy.

3. Navigate to the Products tab.

4. Notice the vendor SKU and quantity populated, but the Ingram Micro SKU did not.

5. Open the Timeline tab to review ETQ processing messages. The message may indicate that the item is missing from PnA results and could be discontinued, end-of-life, or unavailable in the system.

Validate the Product:

6. Copy the vendor SKU from the affected line item.

7. Open the Product Import tab and paste the vendor SKU into the import field.

8. Click Add Products.

9. Review the results:

   • If the product is found, continue processing the quote.

   • If the product does not exist in the catalog, contact the reseller for clarification or request that the product be added to the catalog before completing the quote

The reseller request is processed through Email-to-Quote, a CRM quote is generated, and any quote creation issues or missing product information can be identified and resolved using the troubleshooting steps above.