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!

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Note: Click on any image to view it at full resolution. Last updated 11/15/2018.

Pre-Setup: Prevent Double Messaging

Zendesk’s default triggers can go off at the same time as a dedicated Amazon or eBay autoresponder. This could result in a barrage of error notifications, or worse, your customers seeing multiple messages at once. Following these steps first will make sure nothing like that happens.

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 condition will stop this trigger from attempting to send automatic replies to your marketplace customers. It will still message customers who contact you by email.

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.

Now you can set up your autoresponder(s) for Amazon and/or eBay! Keep reading for Amazon, or click here to skip to eBay setup.

How to Set Up an Amazon Autoresponder

Need an Amazon autoresponder that meets the requirements for answering within 24 hours? All you need to do now is create a Zendesk trigger that can communicate directly with Amazon.

Step 1: Give Zendesk Permission to Message Amazon Directly

You’ll need your default Zendesk support address for this step. If you aren’t sure what it is, you can find it by going to your Zendesk admin, clicking “Email” under “Channels,” and then seeing what you have listed under “Support addresses.” If you have more than one support address, simply mouse over them to reveal which one is default.

Default Support Address in Zendesk

Note: Be sure to use the address shown in your own Zendesk account, not our address from this screenshot.

Next, log in to Amazon Seller Central. Click “Messages,” then “Authorized Emails.”

Authorized Emails in Amazon

Now click “+ Add an email address.”

Add Email Address to Approved Senders in Amazon

Finally, enter your default Zendesk support address. Make sure “Approved” is selected, then click “Save.”

Seller Central Messaging Permissions

Remember to use the email address you found in Zendesk rather than the one shown above.

Your Zendesk account can now send autoresponder messages to Amazon! Now we just need to build the right trigger for the job.

Step 2: Create an Amazon Autoresponder Trigger in Zendesk

In Zendesk, go to Admin -> Triggers. Then click “Add Trigger.”

Add Trigger in Zendesk

Name the trigger “Amazon Autoresponder.” Then scroll down to Actions and add the following:

Email user | (requester)

In the “Email subject” field, enter the line of text below and nothing else:

{{ticket.title}}

This will ensure the subject line stays the same, which is important for keeping messages threaded.

In the “Email body” field, enter the automatic response you would like your Amazon customers to receive.

Amazon Autoresponder Message

Now decide: do you want this trigger to go off only once on each ticket (Option A), or every time a customer messages you (Option B)?

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 Amazon tags)

Ticket | Is | Created

Zendesk Autoresponder Conditions—Reply Once per Ticket

Then scroll to the bottom and click “Create.” This trigger will now respond to the first message in each new Amazon ticket.

Create Zendesk 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 Amazon tags)

Then add the following ANY conditions:

Ticket | Is | Created

Ticket | Is | Updated

 Zendesk Autoresponder Conditions—Reply to Every Message

Scroll down and click “Create.”

Create Zendesk Trigger

Your Amazon autoresponder is in action! It will automatically reply to every new message that comes in from Amazon.

Amazon Setup Complete!

Regardless of whether you chose option A or B, each automatic message sent will count as a response within 24 hours on Amazon.

How to Set Up an eBay Autoresponder

Setting up an eBay autoresponder is easy—if you know what you’re doing!

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

Step 1: 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 2: Create an eBay Autoresponder Trigger in Zendesk

Now you can build your eBay Autoresponder trigger. Go to Admin -> Triggers, then click “Add trigger.”

Add Trigger in Zendesk

Name the trigger “eBay Autoresponder.” Then scroll down and add the following action:

Notify target | ChannelReply Autoresponder

In the “Message” field, enter the automatic response you would like your eBay customers to receive.

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 eBay 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 eBay 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

eBay Setup Complete!

You’re all set! ChannelReply will deliver your autoresponder’s messages to your eBay buyers, either once per ticket if you chose Option A or every time they message you if you chose Option B.

Tips

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.

What Next?

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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