ChannelReply custom fields are snippets of data taken from Walmart, Shopify, eBay, Back Market and Amazon orders. You can use them in advanced Zendesk, Freshdesk, Help Scout and Re:amaze tools. (Gorgias users, see our article on Gorgias variables instead.)
Follow the instructions for your helpdesk below:
The title of the item on Walmart, Shopify, eBay, Back Market or Amazon.
The order ID of the Walmart, Shopify, eBay, Back Market or Amazon order. For Walmart orders, this displays the seller order ID.
The state of the order on Walmart, eBay, Back Market or Amazon. There are several possibilities; the Amazon and eBay statuses are listed below:
The total amount paid for the entire order, including all item prices, shipping costs, and taxes.
The customer’s first and last name as a single field. Sometimes unavailable on Amazon tickets.
The customer’s first name only. Sometimes unavailable on Amazon tickets.
The customer’s last name only. Sometimes unavailable on Amazon tickets.
The eBay buyer’s username.
The shipping address associated with the order. Will display all available info from the following possibilities (field names, order, and availability vary between Walmart, Shopify, eBay, Back Market and Amazon):
On eBay tickets, this field shows the buyer's city, state/province, and country, e.g. Hollywood, California, United States. This information is available even if the customer hasn't purchased anything from you.
On Shopify tickets, this field shows the buyer's billing address. If no billing address is currently available, it will show the buyer's default address.
The name of the person to whom the item is being shipped. May be different from the buyer’s name. Not yet available for Back Market tickets.
Shows the buyer’s phone number. Privacy restrictions on Amazon mean it is only occasionally available on Amazon orders.
On buyer messages, Original Email Address typically shows the email address that was originally used on the marketplace, such as the user's @marketplace.amazon address. This may be different from what is displayed in your helpdesk.
For example, Freshdesk and Re:amaze users normally see internal ChannelReply email addresses. They can get the email address needed to contact the customer directly by using this custom field.
Amazon email addresses sometimes have variations as well (e.g. email@example.com and firstname.lastname@example.org). 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.
For Walmart, this will display the buyer's @relay.walmart address.
For Shopify, this will display the buyer's real email address.
On eBay tickets where the buyer's real email address is available, like ChannelReply’s eBay Resolution Center Support notifications, this field will display the buyer’s real email address.
This field displays the eBay buyer's @marketplace.ebay address.
For Amazon, this shows whether this is an Amazon Prime, Premium or Standard order.
For Shopify, this shows the shipping level specified for the order.
The carrier responsible for delivering the item (for example, USPS, DHL, Canada Post, or Royal Mail). This custom field is not yet available for Amazon MFN orders.
The date the customer paid for the order.
The earliest date the customer's Walmart, eBay, or Amazon order is expected to ship. On Walmart orders, no range of dates is provided, so this field provides the estimated ship date.
The latest date the customer's Walmart, eBay, or Amazon order is expected to ship.
The date the item shipped. This custom field is not yet available for Amazon MFN.
The earliest date the customer's package is expected to be delivered. On Walmart and Shopify orders, no range of dates is provided, so this field provides the estimated delivery date. No data is provided in this field on Back Market orders.
The latest date the customer's package is expected to be delivered. This field only populates on eBay and Amazon orders.
Shows the package’s tracking number for Walmart, Shopify, Back Market, Amazon FBA, or eBay orders. This custom field is not yet available for Amazon MFN orders.
eBay’s unique ID for the transaction. Different from IDs used by PayPal and other parties.
For eBay sellers who use Selling Manager. Shows the sale record IDs from Selling Manager. Starts with the sale record ID for the entire order and is then followed by IDs for individual items, separated by commas.
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.
If the customer has ordered multiple products, the ASINs of all items ordered will be provided in this field, separated by commas.
The item ID on eBay or Back Market.
The item’s parent SKU. If the item only has one SKU, it will be assigned to this field.
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.
This field is not yet available for Back Market.
Shows the buyer’s CPF (taxpayer identification number) on transactions in Brazil.
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.
On Walmart tickets, this will provide the customer order ID, which is the order ID shown to your Walmart customer. This is different from the seller order ID, which is provided in the Order ID custom field.
On eBay tickets, this will provide the extended order ID. This field is highly recommended if you have other eBay integrations, because many apps show only the extended order ID.
Finally, on Shopify tickets, this shows the Order Name.
The amount the eBay buyer saved on their order thanks to discounts, promotions, etc.
The amount the customer paid for shipping on their eBay, Shopify or Back Market order.
The total tax the customer paid for their eBay or Back Market order.
Details how many of each item the customer ordered. Written as # x Item Title and separated by commas, e.g. 3 x Blue Widget, 1 x Green Widget, 4 x Red Widget.
Shows whether the order is an Amazon, Back Market, eBay, Shopify or Walmart order.
Shows the PayPal Transaction ID on eBay orders if PayPal was the payment method. Note that the transaction ID may sometimes be unavailable, even when the order was paid via PayPal.
On eBay and Back Market tickets, this will provide the payment method that the buyer used to make the payment. Example possibilities include “PayPal” or “CreditCard” for eBay or "CARD" for Back Market.
The Shopify order tags related to the customer's order. (These are different from your ChannelReply tags.)
Provides a link to the Shopify buyer's order status page.
Yes. In Zendesk, Freshdesk, and Help Scout, a ticket's custom fields are updated every time a message is sent or received. They are also refreshed every time the ChannelReply app loads in your right-hand sidebar.
In Re:amaze, custom fields are entered directly into the ticket during ticket creation, so they cannot be updated.
Zendesk supports Walmart, Shopify, eBay, Back Market and Amazon custom fields.
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.
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.
You can also create conditions in triggers and other rules based on whether data is present in any custom field.
Note that Zendesk 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.)
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 supports Walmart, Shopify, eBay, Back Market and Amazon custom fields.
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.
Plus, Freshdesk’s user-friendly “Insert Placeholders” feature makes custom fields a joy to use.
In Freshdesk, you can also use specific details from custom fields in automations. You can choose any custom field when creating a condition for a ticket creation or ticket update automation. Then, you can base your rule on whether your custom field...
...the strings you enter. That gives you incredible freedom for automating tasks based on specific Walmart, Shopify, eBay, Back Market 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 supports Walmart, Shopify, eBay, Back Market and Amazon custom fields.
Help Scout users can use specific details from custom fields in Workflows. You can set Workflow conditions based on the following custom field qualities:
Unfortunately, custom fields cannot be used in Help Scout Saved Replies at this time, and they are not searchable.
Your custom fields will appear at the top of each conversation for easy reference.
Re:amaze supports Walmart, Shopify, eBay, Back Market and Amazon custom fields.
Re:amaze users can use specific details from custom fields in workflows. You can set workflow conditions based on the following custom field qualities:
ChannelReply custom fields work perfectly in Re:amaze response templates and auto-replies. Simply follow these instructions to set them up.
Custom fields do not appear in Re:amaze search by default. However, you can use our "Duplicate to Message Body" feature to have us automatically paste your custom fields into the buyer's first message. These fields can then be found in search.
Your custom fields will appear inside each ticket for easy reference.
Do you have a question that we didn’t answer here? Contact us and we’ll be happy to help.