eBay/Amazon Autoresponder Setup (Zendesk Only)

You might have already tried using triggers to automatically send messages to eBay or Amazon and had nothing happen. Don't worry—using ChannelReply and Zendesk as an eBay and Amazon autoresponder just takes a little extra setup.

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In the default Zendesk setup, triggers send emails instead of adding a comment. ChannelReply therefore can't deliver the message, because it can only send comments. However, by following the steps below, you can use triggers to create a comment so that ChannelReply will send it.

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Create a Target

First, you need to create a target for the trigger. Go to Admin->Settings->Extensions->Targets->add target.

Zendesk Extensions->Targets

Choose “URL target” from the list.

Zendesk URL Target

Enter the following data:

URL:

https://www.channelreply.com/zendesk-app/auto-reply/{{ticket.account}}/{{ticket.id}}

Method: POST

Attribute Name: ticket[comment][body]

In the “Basic Authentication” fields, enter your ChannelReply username and password.

Here is an example:

Setting Up Zendesk as an eBay or Amazon Autoresponder

You can then test and create your new target with the options at the bottom right.

Create a Target in Zendesk

Modify the Trigger

Now you can modify your "Notify requester of received request" trigger to send a notification to your newly created target. Go to Admin->Business Rules->Triggers->Notify requester of received request.

Zendesk Notify Requester of Received Request

Scroll down to "Actions" and change the action to "Notifications: Notify target." Then choose your newly created target from the right-hand dropdown menu. Finally, enter the message you would like automatically sent in the Message field and click "Save."

Zendesk Notifications: Notify Target

Now, when you receive a new ticket, your autoresponder will add a new comment to it and ChannelReply will deliver it to the customer.


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