How to Change the Agent Used for Internal ChannelReply Notifications

We sometimes need to provide important info about one of your tickets. We do this by posting an internal note on the ticket. (Internal notes are invisible to customers, so only you and your team will see them.)

In all the helpdesks we support, only agents can post internal replies. So instead of posting these notes as ChannelReply, we post them as the agent listed inside your ChannelReply account. Here’s an example in Zendesk:

An Internal Notification from ChannelReply in Zendesk

You might see the same notification in your helpdesk. If you do, it will not be attributed to Sergey or ChannelReply. In fact, it will probably look like you posted it yourself.

This sometimes causes confusion. People write to us asking things like “Why is Zendesk saying I posted an internal note that I never wrote?” and “How do I change which agent it shows?” We’ve just answered the first question, but the answer to the second is a bit more complicated.

How Do I Change Which Agent Posts Internal ChannelReply Notifications?

Usually, all you need to do is update all agent-specific info in ChannelReply. Any agent with full admin permissions can be used. Click on your helpdesk to jump to detailed instructions:

Zendesk · Freshdesk · Help Scout · Gorgias · Re:amaze

Zendesk

Sign in to ChannelReply and go to CRM Settings.

CRM Settings in the Left-Hand Menu

Click “EDIT SETTINGS.”

Edit Zendesk Settings in ChannelReply

Enter the desired agent’s email address in the Zendesk Agent Login field, then click “SAVE CHANGES.”

Update Zendesk Agent Login in CRM Settings

That’s all there is to it! All internal notifications from ChannelReply will now be posted as that agent.

Freshdesk

You can change the agent used for internal notifications in Freshdesk by changing the API key you use for ChannelReply. This needs to be done in two places: the ChannelReply Freshdesk app and your ChannelReply account.

Log in to Freshdesk as the agent who should post internal notifications. Then click on your picture/icon in the upper right and choose “Profile settings.”

Freshdesk Profile Settings

Copy your API key.

Where to Find Your Freshdesk API Key

Go to Admin > Apps.

How to Access Apps in Freshdesk

Click the Settings icon next to ChannelReply.

Freshdesk App Settings

Enter your API key, then click Save.

API Key Field in the ChannelReply Freshdesk App

Next, sign in to ChannelReply. Then go to CRM Settings.

CRM Settings in the Left-Hand Menu

Click “EDIT SETTINGS.”

Edit Freshdesk Settings in ChannelReply

Paste the same API key into the Freshdesk API Key field, then click Save Changes.

Edit Freshdesk API Key in ChannelReply

You’re done! The new agent will now be used to post internal notifications.

Help Scout

To change the agent for Help Scout, you will need to disconnect Help Scout from ChannelReply, then re-integrate it. We don’t recommend doing this, as it will interrupt messaging and could result in some settings being lost. But if you need to do it, here’s how:

Sign in to ChannelReply and go to CRM Settings.

CRM Settings in the Left-Hand Menu

Click “CHANGE CRM ACCOUNT.” This will delete your Help Scout info from ChannelReply and disconnect your account.

Change CRM Account Button

Sign in to Help Scout as the agent who should post internal notifications. Then follow our instructions for integrating ChannelReply with Help Scout.

Once you’re done, the agent you were signed in as will be the one to post all new internal notifications from ChannelReply. Be sure to review the settings for each of your marketplace accounts in ChannelReply to make sure they still have the desired settings.

Gorgias

Sign in to Gorgias as the agent who should post internal notifications. Then go to Settings.

Where to Find Settings in Gorgias

Choose “REST API.”

Where to Find Your Gorgias REST API Settings

Find “Password (API Key)” and click “Copy.”

Copy Button for Gorgias API Key

Sign in to ChannelReply and go to CRM Settings.

CRM Settings in the Left-Hand Menu

Click “EDIT SETTINGS.”

Edit Gorgias Settings in ChannelReply

Paste your API key into the Gorgias API Key field. Then enter the agent’s email address in the Gorgias Account Email field. Finally, click “SAVE CHANGES.”

How to Change Agent for Internal ChannelReply Notifications in Gorgias

That’s it! All internal notifications from ChannelReply will now be shown as being posted by this agent.

Re:amaze

Log in to Re:amaze as the agent who should post internal notifications. Then go to Settings > API Token. Copy your existing token or create and copy a new one.

Where to Find Your API Token in Re:amaze

Sign in to ChannelReply and go to CRM Settings.

CRM Settings in the Left-Hand Menu

Click "EDIT SETTINGS."

How to Edit Re:amaze Settings in ChannelReply

Paste the token into the Re:amaze API Key field. Then enter the new agent's email as the Re:amaze Account Email. Finally, click "SAVE CHANGES."

How to Change the Agent Used for Internal ChannelReply Notifications in Re:amaze

Afterward, all new internal notifications from ChannelReply will appear as coming from the new agent.

 

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