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ChannelReply custom fields are snippets of data taken from Etsy, Walmart, Shopify, eBay, Back Market, Newegg and Amazon orders. You can use them in advanced Zendesk, Freshdesk, Help Scout, Re:amaze, Zoho Desk, Kustomer and Onsite Support tools. (Gorgias users, see our article on Gorgias variables instead.)
Follow the instructions for your helpdesk below:
The title of the item on Etsy, Walmart, Shopify, eBay, Back Market, Newegg or Amazon.
The order ID of the Etsy, Walmart, Shopify, eBay, Back Market, Newegg or Amazon order. For Walmart orders, this displays the seller order ID.
The state of the order on Etsy, Walmart, Shopify, eBay, Back Market, Newegg or Amazon. There are several possibilities; the Amazon, eBay and Etsy 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 or Etsy buyer’s username.
The shipping address associated with the order. Will display all available info from the following possibilities:
Note that field names, order, and availability vary between Etsy, Walmart, Shopify, eBay, Back Market, Newegg 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.
Shows the buyer’s phone number. Not available for Etsy, and 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 used on the marketplace. You might see an Amazon shopper's @marketplace.amazon address or an eBay buyer's real email address.
This may be different from what is displayed in your helpdesk. For example, Freshdesk, Re:amaze and Zoho Desk 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. firstname.lastname@example.org and email@example.com). 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. Likewise, on Newegg, it will display the buyer's @marketplace.newegg.com address.
For Shopify and Etsy, this will display the buyer's real email address.
On eBay tickets where the buyer's real email address is available, this field will display the buyer’s real email address. Our eBay Resolution Center Support notifications always show the real email address here.
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 Etsy, Shopify or Newegg, this shows the shipping level specified for the order (such as Standard Shipping).
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 Etsy, 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.
On Etsy orders, this is the paid date plus the minimum processing days.
The latest date the customer's Etsy, eBay or Amazon order is expected to ship.
On Etsy orders, this is the paid date plus the maximum processing days.
The date the item shipped. On Etsy orders, this is the Shipment Notified date. This custom field is not yet available for Amazon MFN or Newegg.
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 Etsy, Back Market or Newegg 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 Etsy, Walmart, Shopify, Back Market, Newegg, Amazon FBA, or eBay orders. This custom field is not yet available for Amazon MFN orders.
eBay's or Etsy'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 Etsy, eBay, Back Market, Newegg or Shopify.
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 Etsy, Back Market or Newegg.
Shows the buyer’s CPF (taxpayer identification number) on transactions in Brazil. Not yet available for Etsy.
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 Etsy, eBay, Shopify, Back Market or Newegg order.
The total tax the customer paid for their Etsy, eBay, Back Market or Newegg 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 Etsy, Amazon, Back Market, eBay, Newegg, 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 Etsy, eBay and Back Market tickets, this will provide the payment method that the buyer used to make the payment. Example possibilities include "cc" for Etsy, “PayPal” or “CreditCard” for eBay, and "CARD" for Back Market.
On Amazon tickets, this provides the link that marks the ticket as "no response needed." This can be used in webhook-based automations to automatically mark Amazon tickets as "no response needed." Use responsibly!
Shows the language/dialect the buyer has selected on Amazon. Possibilities include:
Arabic – UAE (ar-AE)
Chinese – China (zh-CN)
Chinese – Taiwan (zh-TW)
Czech – Czech Republic (cs-CZ)
Dutch – Netherlands (nl-NL)
English – Australia (en-AU)
English – Canada (en-CA)
English – Singapore (en-SG)
English – UAE (en-AE)
English – UK (en-GB)
English – US (en-US)
French – Canada (fr-CA)
French – France (fr-FR)
German – Germany (de-DE)
Hebrew – Israel (he-IL)
Italian – Italy (it-IT)
Japanese – Japan (ja-JP)
Korean – Korea (ko-KR)
Polish – Poland (pl-PL)
Portuguese – Brazil (pt-BR)
Portuguese – Portugal (pt-PT)
Spanish – Mexico (es-MX)
Spanish – Spain (es-ES)
Spanish – US (es-US)
Swedish – Sweden (sv-SE)
Turkish – Turkey (tr-TR)
We are currently adding support for Belgian languages as well: Dutch – Belgium (nl-BE) and French – Belgium (fr-BE).
The contents of the buyer's note about their Etsy or eBay order, if they added one.
If you have this custom field and New Order notifications enabled, you may be able to create Etsy and/or eBay buyer note alerts. For example, Zendesk triggers can notify you if you set the condition eBay Buyer's Note | Present. That way you'll never miss delivery instructions.
The time the customer actually sent you their message on Amazon. If a bug ever results in messages being delayed, this field can help you keep track of your SLA obligations.
We plan to begin supporting this field on eBay and Walmart messages in the near future.
Shows all ChannelReply tags related to the ticket. These include both your own custom tags and our automatic notification tags.
This is mainly helpful for Zoho Desk users. Unlike other supported helpdesks, Zoho Desk does not populate tags until after the ticket is created. This means tags normally can't be used for things like triggering workflows on ticket creation. However, Zoho does populate custom fields as the ticket is created, so this field is critical for things like our Zoho Desk autoresponder.
The name of the Amazon seller who received the message, the seller's username on eBay, or the Shopify store's name. This can be useful if you run customer service for multiple brands.
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, Help Scout, Zoho Desk, Kustomer, and Onsite Support, a ticket's custom fields are updated every time a message is 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 Etsy, Walmart, Shopify, Newegg, 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 an exact ASIN or SKU. Just note that this in-ticket data only appears in the first message and will never be updated.
Our Zendesk ecommerce autoresponder system can send auto-replies to any integrated marketplace. Since it uses triggers, you can use custom fields in conditions using the workaround above. Plus, you can use them as placeholders in the response itself! That way the customer always gets a personalized reply.
Learn how to set up Zendesk custom fields here.
Freshdesk supports Etsy, Walmart, Shopify, Newegg, 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 to automate tasks based on Etsy, Walmart, Shopify, Newegg, eBay, Back Market and Amazon details.
Our ecommerce autoresponder system for Freshdesk works for all seven of our supported marketplaces. You can use custom fields in your autoresponder exactly the same way you would use them in other automations and in canned responses. With easily customized conditions and personalized replies, it's one of the most powerful systems on the market.
Custom fields will also appear in the “PROPERTIES” section of the Freshdesk ticket sidebar. However, these details are not searchable in Freshdesk.
Learn how to set up Freshdesk custom fields here.
Help Scout supports Etsy, Walmart, Shopify, Newegg, 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:
Our ecommerce autoresponder system for Help Scout is built on Workflows. As a result, you can use custom fields in your autoresponder conditions. That lets you do all sorts of cool stuff like creating unique autoreplies for people who ordered specific items.
However, you cannot use custom fields as placeholders in the actual message of your autoreply.
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.
Learn how to set up custom fields for Help Scout here.
Re:amaze supports Etsy, Walmart, Shopify, Newegg, 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. Simply follow these instructions to set them up.
You can use custom fields in our ecommerce autoresponder for Re:amaze. This system uses workflows, so you can freely use custom fields to determine whether or not your messages will be sent. Plus, you can personalize your auto-replies by including them in your message!
Custom fields do not appear in Re:amaze search by default. However, you can use our "Duplicate to Message Body" feature to have us add your custom fields to the buyer's first message in each ticket. These fields can then be found in search.
Your custom fields will appear inside each ticket for easy reference.
Learn how to set up custom fields for Re:amaze here.
Zoho Desk supports Etsy, Walmart, Shopify, Newegg, eBay, Back Market and Amazon custom fields. You can learn how to set up everything mentioned below in "How to Use Custom Fields from ChannelReply in Zoho Desk."
Zoho Desk users can use custom fields as placeholders in templates and snippets. That means you can auto-fill details about the buyer and their order and send customized replies without touching a keyboard.
It's especially easy to add custom fields to templates. Just hit "Insert Placeholders" and choose any custom field you've generated!
ChannelReply custom fields appear in the Ticket Properties sidebar in Zoho Desk. Unlike data in the ChannelReply app, data in Ticket Properties can be found in ticket searches, letting you find tickets by order ID, SKU, etc.
Zoho Desk may give you more ways to use custom fields in automated workflows than any other supported helpdesk. You can base any rule on whether any custom field...
...the specific string or comma-separated values you enter. Plus, it also has the options:
You can set virtually any criteria you can imagine for your ecommerce support automations!
Our Zoho autoresponder for ecommerce support has been confirmed to work with Amazon, eBay, Back Market, Shopify and Walmart. Since it lets you send templates using workflows, it gives you all the template and workflow options described above. It's an almost perfect system—just a little tricky to configure.
You can use custom fields as view filters, hiding or showing tickets based on what the field contains.
Custom fields are available both as columns and advanced filters in Zoho Desk reports.
These let you build incredibly detailed reports. You can either include custom field contents in the report itself, or use a field to determine whether or not a ticket shows up in a report at all.
Learn how to set up Zoho Desk custom fields here.
Do you have a question that we didn’t answer here? Contact us and we’ll be happy to help.