eBay/Amazon Autoresponder Setup for Zendesk Users

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. Plus, it will even count toward Amazon’s 24-hour response SLA!

Don't have a ChannelReply account yet? Try it free! Or if you use Freshdesk, see our Freshdesk autoresponder instructions.

Note: Click on any image to view it at full resolution. Last updated 4/3/2019.

Important Note

This autoresponder system generates messages once every half-hour. It could be up to 35 minutes before an auto-reply appears on a Zendesk ticket, so keep calm and carry on if nothing happens right away.

You can safely answer your messages at any time. If an agent sends a response before the auto-reply appears in Zendesk, ChannelReply cancels the auto-reply and delivers your message immediately. The customer will only see the human response.

Step 1: Prevent Double Messaging

If you haven’t changed or deactivated Zendesk’s default triggers, be warned that some might go off at the same time as an Amazon or eBay autoresponder. This could result in a barrage of error notifications, or worse, your customers seeing multiple auto-replies.

Follow the steps below to prevent double messaging from Zendesk’s default triggers. If you’ve built custom triggers/automations that work as autoresponders, take the same steps with those to prevent them from firing as well.

In Zendesk, go to Admin (the gear icon on the left) -> Triggers (under Business Rules) and find “Notify requester of received request.”

Zendesk Notify Requester of Received Request

Edit the trigger and add the following ALL condition:

Tags | Contains none of the following | (Your ChannelReply Amazon and eBay tags)

Here’s an example for someone with two Amazon accounts, one tagged with “AmazonNA” and the other “AmazonEU”:

Zendesk Condition Filtering Out Amazon Messages

This stops Zendesk’s default auto-reply from trying to answer marketplace messages. It will still work for normal emails.

Next, edit the default trigger "Notify requester of comment update." (This is different from “Notify requester of received request,” the trigger you just edited.) 

Notify Requester of Comment Update

Under “Meet ALL of the following conditions,” add the same condition:

Tags | Contains none of the following | (Your ChannelReply Amazon and eBay tags)

This will make sure your customers never get two copies of your automatic responses.

Step 2: Create a Target

Go to Admin -> Extensions (under “Settings”) -> Targets -> add target.

Zendesk Extensions->Targets

Choose “URL target” from the list.

Zendesk URL Target

Name the target “ChannelReply Autoresponder.” Then enter the following data:

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

  • IMPORTANT: Change “!!company!!” in the URL to your company’s Zendesk domain. If your Zendesk domain URL were https://fakebusiness.zendesk.com, you would use the following URL: https://www.channelreply.com/zendesk-app/auto-reply/fakebusiness/{{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

Step 3: Build a Trigger

Now you can design your autoresponder!

It’s up to you which of your marketplace accounts your autoresponder will answer. It all depends on which ChannelReply tags you enter when following the steps below.

For example, if you wanted an autoresponder that answered messages from all your Amazon and eBay accounts, you would use all your ChannelReply tags. If you wanted a unique autoresponder for just one Amazon account, you would only enter the tag for that one account.

You can make as many autoresponders as you want. See the “Tips” section later in this article for advice on creating more after the first is complete.

How to Set Up an eBay and/or Amazon Autoresponder

Go to Admin -> Triggers, then click “Add trigger.”

Add Trigger in Zendesk

Give the trigger an easily recognizable name, such as “Amazon Autoresponder” or “eBay Autoresponder.”

Next, scroll down and add the following action:

Notify target | ChannelReply Autoresponder

In the “Message” field, enter the automatic response you would like your customers to receive. Be careful not to include any links, as most links are forbidden by both Amazon and eBay.

Zendesk Notifications: Notify Target

Now you can choose how you want the autoresponder to run. Follow the instructions below under Option A if you only want it to reply once per ticket, or under Option B if you want it to reply to every message.

Option A: Auto-Reply Once Per Ticket

Enter the following ALL conditions:

Status | Less than | Solved

Current User | Is | (end-user)

Tags | Contains at least one of the following | (Your ChannelReply tags)

Ticket | Is | Created

eBay Autoresponder Conditions—Reply Once per Ticket

Finally, at the bottom of the page, click “Create.”

Create Trigger

Option B: Auto-Reply to Every Message

Enter the following ALL conditions:

Status | Less than | Solved

Current User | Is | (end-user)

Tags | Contains at least one of the following | (Your ChannelReply tags)

Then add the following ANY conditions:

Ticket | Is | Created

Ticket | Is | Updated

eBay Autoresponder Conditions—Reply to Every Message

Then scroll all the way down and click “Create.”

Create Trigger

You’re all set! Responses will be delivered once per ticket if you chose Option A, or every time the buyer messages you if you chose Option B.


Business Hours & Other Extra Settings

You can customize any autoresponder trigger further with added conditions. For example, if you have Zendesk Professional or Enterprise, you might want to add the following ALL condition:

Within business hours? | Is | No

That way, the trigger will only fire when nobody is available to answer tickets.

Additional Autoresponders for Your Other Accounts

Creating another autoresponder takes much less work. Just clone the trigger you’ve already created, then edit the clone:

  • Return to Admin -> Triggers in Zendesk.
  • Mouse over your autoresponder.
  • Click the column of dots on the right, then click Clone.

Clone Trigger

  • Rename the trigger.
  • Remove the tags you used for the last trigger.
  • Replace the old tags with the tags for the account(s) you want this new autoresponder to work for.
  • Make any other desired changes, such as updating the message.
  • Click “Create” to save your new autoresponder.

And You’re Done!

Congratulations on setting up your eBay/Amazon autoresponders! For more time-saving options, see our other advanced setup tutorials. Or, if you have any questions or get stuck, just contact us and we’ll be happy to help!

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