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ChannelReply allows you to create a unique tag for any marketplace account you have connected. Tags only take a second to set up, but they’re incredibly useful.
Sign in to ChannelReply. Then click on Amazon, eBay, Walmart, Back Market, Newegg, Etsy or Shopify or on the dashboard—any marketplace with at least one account connected.
Click “EDIT” or "SETTINGS" on one of your accounts.
Fill in the “Tag” field. Your tag should be written as one word—if you include spaces, you will get multiple tags instead of one tag. We recommend separating words with underscores instead.
Good tags might look like “amazon_canada” or “walmart_mycompany.”
Click “SAVE CHANGES.”
Repeat this process for each of your marketplace accounts.
Although you can use one tag for multiple accounts, it’s usually smarter to create a unique tag each time. For example, say you have one account each for Amazon USA, Canada, and Mexico. Rather than just tagging each one “Amazon,” it might be better to use Amazon_US, Amazon_CA, and Amazon_MX.
Our Newegg integration allows you to enable or disable automatic tagging for notifications. All tags are enabled by default.
As with Newegg, our Etsy integration allows you to enable or disable automatic tags on notifications. All tags are enabled by default.
Our optional eBay notifications are all tagged automatically. These include eBay Resolution Center Support, feedback, and Cancel Order notifications, among others. International orders are also tagged.
Our Back Market integration allows you to enable or disable automatic tagging for notifications. All are enabled by default on accounts connected on or after 2/22/2022.
We created the tag “negative feedback” back when using spaces in a tag was cool. Now we can’t change it without breaking a bunch of our customers’ triggers. Oops!
Below is a comma-separated list of all tags automatically added to ChannelReply notifications. Note that this list intentionally excludes the "internationalorder" tag that is added to tickets about international eBay orders. You may be asked to copy this list if you are using one of our autoresponder systems:
return, neworder, positivefeedback, neutralfeedback, negativefeedback, bestoffer, inquiry, case, cancelorder, PaymentDispute, negative, feedback, AmazonAnswers, servicemessage, imei, invoice, advertising
Below is a list of all tags automatically added to ChannelReply notifications, sorted by marketplace. Note that this list intentionally excludes the "internationalorder" tag that is added to tickets about international eBay orders. You may be asked to copy parts of this list if you are using one of our autoresponder systems:
A ChannelReply tag identifying a Walmart ticket in Freshdesk.
Tags will show you which message came from which account. Since we entered “back_market_us” as the tag for our backmarket.com account, we will see that tag on every backmarket.com message in our helpdesk.
Only messages delivered by ChannelReply will have your ChannelReply tag. This makes it very helpful for troubleshooting.
For example, say you ran into a problem with duplicate eBay tickets due to a configuration issue. Having tags would make it easy to see that some messages were from ChannelReply while others were being delivered directly by eBay.
To spot problems like this, our staff often asks about tags when providing support. Setting tags up now will help move things along faster if you ever need to contact us.
Building a trigger in Zendesk using a Back Market account tag.
Every helpdesk can use tags.
In Zendesk, Freshdesk, Gorgias and Zoho Desk, you can use tags to create views. For example, if you wanted a view just for your Walmart tickets, you could easily do that by using the tags from your Walmart accounts.
In Re:amaze, a filter is instantly created for each tag.
You can also use ChannelReply tags in any helpdesk’s business rules:
This gives you endless time-saving possibilities.
These aren’t the only places tags can be used, but they’re usually the best places to start. You may find even more applications if you look around and experiment.
Tags allow ChannelReply and your helpdesk to work together to their full potential. Don’t ignore this simple but mighty feature!