Custom Fields FAQ and Definitions

ChannelReply custom fields are snippets of data taken from eBay and Amazon. These are available in Zendesk, Freshdesk and Help Scout. (Gorgias users, see our article on Gorgias variables instead.)

Table of Contents

How Do I Set Up Custom Fields?

Follow the instructions for your helpdesk below:

ChannelReply Custom Field Definitions

Item Title

The title of the item on eBay or Amazon.

Order ID

The order ID of the Amazon or eBay order.

Order Status

The state of the order. There are several possibilities:

Amazon Order Statuses

  • Pending Availability (Japan only): A pre-order has been placed.
  • Pending: Payment has not yet been authorized for the order.
  • Unshipped: Payment has been authorized, but no items ordered have been shipped yet.
  • Partially Shipped: Appears on multi-item orders when at least one item has shipped and at least one has not.
  • Shipped: Every item in the order has shipped.
  • Cancelled: The order has been cancelled.
  • Unfulfillable: Amazon cannot fulfill the order. Occurs only on FBA orders that were placed outside of Amazon.

eBay Order Statuses

  • Active: The buyer has not yet initiated payment. Actions like offering a combined invoice or changing the shipping service are still possible.
  • Cancelled: The order has been cancelled.
  • Cancel Pending: The buyer has requested a cancellation, but the seller has not yet approved or rejected the request.
  • In Process: The order is being processed.
  • Completed: The buyer has paid, and the order has been completed.

Order Total

The total amount paid for the entire order, including all item prices, shipping costs, and taxes.

Customer Full Name

The customer’s first and last name as a single field.

Customer First Name

The customer’s first name only.

Customer Last Name

The customer’s last name only.

eBay User ID

The eBay buyer’s username.

Shipping Address

The shipping address associated with the order. Will display all available info from the following possibilities (field names, order, and availability vary between eBay and Amazon):

  • Name
  • Address Line 1
  • Address Line 2
  • Address Line 3
  • City
  • County
  • District
  • State or Region
  • Postal Code
  • Country
  • Phone Number

Shipping Address Name

The name of the person to whom the item is being shipped. May be different from the buyer’s name.

Buyer's Phone Number

Shows the buyer’s phone number. This is available on most eBay orders, but privacy restrictions on Amazon mean it is only occasionally available on Amazon orders.

Original Email Address

On buyer messages, Original Email Address shows the email address that was originally used on the marketplace, i.e. the user’s or @members.ebay address. This may be different from what is displayed in your helpdesk.

For example, Freshdesk users normally see internal ChannelReply email addresses. They can get the or @members.ebay address using this custom field.

Amazon email addresses sometimes have variations as well (e.g. and ChannelReply will always display a single version of an Amazon user’s email address in your helpdesk to ensure threading works. However, if the user has contacted you through a variation email address, you’ll be able to see that variation address in this custom field.

On ChannelReply’s eBay Resolution Center Support notifications, this field will display the buyer’s real email address rather than their eBay member address.

Shipment Date

The date the item shipped.

Shipping Carrier

The carrier responsible for delivering the item (e.g. USPS, DHL, or Royal Mail).

Tracking ID

Shows the package’s tracking number for Amazon FBA or eBay orders. This custom field is not yet available for Amazon MFN orders.

eBay Transaction ID

eBay’s unique ID for the transaction. Different from IDs used by PayPal and other parties.

eBay Sales Record Number

For eBay sellers who use Selling Manager. Shows the sale record ID from Selling Manager.

Amazon Fulfillment Channel

Displays MFN or FBA depending on whether the order is an MFN (Merchant Fulfilled Network) or FBA (Fulfillment by Amazon) order. MFN orders are orders you are responsible for fulfilling, while Amazon is responsible for FBA orders.


The Amazon Standard Identification Number is a unique string of 10 letters and numbers identifying the product. If the item is a book, the International Standard Book Number (ISBN) will be used as the ASIN. ISBNs may contain up to 13 characters.

eBay Item ID or Amazon Seller SKU

Shows the eBay item ID number on eBay orders and your SKU for the item on Amazon orders.

eBay Item ID

The item ID on eBay.


The item’s parent SKU. If the item only has one SKU, it will be assigned to this field.

Variation SKU

The SKU of the specific item variation. For example, if you sell shirts in red and blue, Variation SKU would show you whether the buyer ordered the red or blue variety. SKU would show the parent SKU for the type of shirt.

Tax Classification Number: CPF

Shows the buyer’s CPF (taxpayer identification number) on transactions in Brazil.

eBay Message ID

The number eBay uses to identify the message you are answering. It is always the number of the most recent eBay message in the ticket.

Do ChannelReply Custom Fields Ever Update?

Yes. In Zendesk, Freshdesk, and Help Scout, custom fields are refreshed every time the ChannelReply app loads in your right-hand sidebar. Just note that you must open the ticket manually for the app to load and fields to update.

What Can I Do with Custom Fields?


Zendesk Custom Fields Settings in ChannelReply


Zendesk users can use custom fields as placeholders in Zendesk macros. This allows you to automatically fill in details about the buyer and their order—no typing necessary.

Searchable Data

ChannelReply custom fields will automatically populate in the left-hand sidebar in Zendesk. Unlike data in the ChannelReply app, data in the left-hand sidebar can be found when searching Zendesk.

ChannelReply Custom Fields in Zendesk's Left-Hand Sidebar

If you don’t want custom fields to appear in the left-hand sidebar, check the “Hidden” box for that field in your ChannelReply Advanced Options. Be aware that this will not remove the field from tickets that were already created with it.


You can also create conditions in triggers and other rules based on whether data is present in any custom field.

Note that you can’t create conditions based on the contents of a field. For example, you would not be able to set a trigger based on whether the Item Title custom field included the name of a specific product. (See below for a workaround.)

Duplicate to Message Body (Workaround for ChannelReply Custom Fields in Zendesk Triggers)

You can have custom field data appear inside tickets. Check the “Duplicate custom field information to message body” box to enable this. The data will then appear at the bottom of each buyer’s first message in a given ticket.

Doing this will allow you to use specific custom field data in Zendesk triggers and other rules. For example, you can use the condition “Comment text | Contains the following string” and then enter the specific text you’re looking for, like the item’s ASIN or SKU. Just note that this in-ticket data only appears in the first message and will never be updated.


Freshdesk Custom Field Settings in ChannelReply

Canned Responses

Freshdesk users can use custom fields as placeholders in canned responses. That means you can auto-fill details about the buyer and their order and send customized replies without touching a keyboard. Freshdesk’s user-friendly “Insert Placeholders” feature makes them a joy to use.

Insert Placeholders in Freshdesk Canned Responses

Dispatch’r Rules

In Freshdesk, you can also use specific details from custom fields in Dispatch’r rules. You can choose any custom field when creating a Dispatch’r condition, and then base your rule on what the custom field:

  • Is or is not.
  • Does or does not contain.
  • Starts or ends with.

That gives you incredible freedom for automating tasks based on specific eBay and Amazon details.


Custom fields will also appear in the “PROPERTIES” section of the Freshdesk ticket sidebar. However, these details are not searchable in Freshdesk.

Help Scout

Help Scout Custom Field Settings in ChannelReply


Help Scout users can use specific details from custom fields in Workflows. You can set Workflow conditions based on the following custom field qualities:

  • Does or does not contain
  • Is or is not equal to
  • Starts or ends with
  • Matches regex pattern
  • Is not set

That makes Help Scout the most powerful helpdesk for building rules based on ChannelReply custom fields.

Help Scout Workflow Based on Original Email Address Custom Field

Saved Replies and Search

Unfortunately, custom fields cannot be used in Help Scout Saved Replies at this time, and they are not searchable.

In-Ticket Reference

Your custom fields will appear at the top of each conversation for easy reference.

More Info

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