Which Helpdesk Should I Use with ChannelReply?

ChannelReply lets you support eBay and Amazon customers from your helpdesk. But what if you don’t have a helpdesk? Which is better for your ecommerce business—Zendesk, Freshdesk, Help Scout or Gorgias?

Each has clear advantages over the others. The ChannelReply integration also works differently with each one. We’ll cover the key variations here so you can choose the best fit for your business.

Overview

eBay and Amazon Support in One Helpdesk Because of ChannelReply

All supported helpdesks will make your life a lot easier!

  • Answer eBay and Amazon messages in the same place where you answer emails, live chats and more.
  • See data about your eBay and Amazon customers and their orders in the ChannelReply app.
  • Create canned replies to save time answering common questions.
  • Sort, assign and prioritize tickets, either manually or automatically.
  • Get insights into agent performance, support volumes, and other critical data.

So, how are they different?

Zendesk Homepage

Zendesk was the first helpdesk we ever supported and is our most popular integration. As such, we’ve built every ChannelReply feature to work with Zendesk. It is incredibly flexible, meeting the needs of businesses of every size in all industries. Read more.

Freshdesk Homepage

Freshdesk has features and flexibility similar to Zendesk’s at a more affordable price range. The integration has a few drawbacks, displaying fake email addresses for eBay and Amazon users and a small app interface. However, Freshdesk can do more with eBay and Amazon data than any other helpdesk. Read more.

Help Scout Homepage

Help Scout is often the most affordable choice when you need advanced features like HIPAA compliance or smart self-help. It’s also brilliantly designed for ease of use—if you want zero tech headaches, Help Scout is the way to go! Just note that some ChannelReply features are not supported. Read more.

Gorgias Homepage

Gorgias knocks Shopify support out of the park with incredibly powerful features built into your store. All plans include unlimited users and all Gorgias features—so they aren’t cheap. The Amazon and eBay integrations are pretty basic except when it comes to macros, where Gorgias is better than any of the three above. Read more.

Zendesk

Zendesk Is Easy to Implement

Some Advantages of Zendesk

  • Wonderful interface that provides detailed info with minimal clutter.
  • Extremely customizable, and capable of almost any support function imaginable.
  • Has a suite of sales and support add-ons for integrating your entire customer service department.
  • Supports over 725 apps.

What’s One of Zendesk’s Drawbacks?

  • Can get a bit pricy; many features included in other helpdesks require using a paid add-on or app in Zendesk.

What Are Some of the Top Reasons to Use Zendesk with ChannelReply?

ChannelReply in Zendesk

An eBay ticket in Zendesk with the ChannelReply app on the right.

Zendesk was the first helpdesk we integrated with eBay and Amazon, and it supports just about every ChannelReply feature. Here are a few things you can do with ChannelReply + Zendesk:

What Are the Limitations of the Zendesk Integration?

The biggest drawback is that data from ChannelReply cannot be used easily in Zendesk triggers and automations. For example, there’s no built-in option to build a trigger based on what item the customer purchased or how much they spent.

That’s not to say it would be impossible. We cover workarounds in “Everything You Can Do with ChannelReply in Zendesk,” under the heading “Custom Fields in Business Rules.”

Are There Any Other Ways ChannelReply Works Differently in Zendesk?

Threading works a little differently.

If you close a ticket in Zendesk, it cannot be updated. This means new messages from that customer will open a new ticket rather than updating the old one. The new ticket is called a follow-up, and all follow-ups are linked to their related tickets, making it easy to review old tickets as needed.

Should I Choose Zendesk?

See Zendesk for Yourself

You’ll rarely hear the words “Zendesk can’t do that.” If power, scalability, and organization are top concerns, go with Zendesk.

What Zendesk Plan Do I Need to Use ChannelReply?

ChannelReply is compatible with Zendesk Support Team or better. Visit their pricing page for plan details.

Freshdesk

Support Now Simplified with Freshdesk

Some Advantages of Freshdesk

  • Most affordable option for most users.
  • Extremely customizable, and capable of almost any support function imaginable.
  • Has a suite of sales and support add-ons for integrating your entire customer service department.
  • Generally considered more user-friendly than Zendesk.

What’s One of Freshdesk’s Drawbacks?

  • The cluttered ticket sidebar makes apps like ChannelReply a bit harder to use than in other helpdesks.

What Are Some of the Top Reasons to Use Freshdesk with ChannelReply?

ChannelReply in Freshdesk

The ChannelReply app on an Amazon ticket in Freshdesk.

Freshdesk lets you do more with eBay and Amazon data than any other helpdesk.

What Are the Limitations of the Freshdesk Integration?

The biggest drawback of using Freshdesk is that apps like ChannelReply are small. This can make it difficult to read through all the customer and order info we provide. We are working on a new app that takes advantage of Freshdesk’s recently upgraded framework, though, and this new app will be taller and expandable.

eBay and Amazon data is not searchable in Freshdesk.

Messages from eBay and Amazon customers will appear with fake email addresses. You would see something like freshdeskuser_1234567@channelreply.email rather than an @members.ebay or @marketplace.amazon address. However, the real address will be available on their Freshdesk customer profile. You can also collect the marketplace email addresses for use in rules with ChannelReply’s custom fields.

Should I Choose Freshdesk?

You Will Love Freshdesk

We often recommend Freshdesk when customers ask for the most affordable option. It’s also the best choice for sellers who love using Amazon and eBay data in both canned responses and automations.

What Freshdesk Plan Do I Need to Use ChannelReply?

ChannelReply is compatible with Freshdesk Blossom or better. Visit their pricing page for plan details.

Help Scout

Help Scout Help Desk Software

Some Advantages of Help Scout

  • Clean and extremely easy-to-use interface.
  • Exceptional support; everyone in this socially conscious, certified B corporation cares about your success.
  • Powerful, built-in live chat and help center features.
  • Most affordable helpdesk for some users.

What’s One of Help Scout’s Drawbacks?

  • Help Scout’s ecommerce integrations aren’t quite as strong as the other three helpdesks’.

What Are Some of the Top Reasons to Use Help Scout with ChannelReply?

ChannelReply in Help Scout

An eBay ticket in Help Scout, with the ChannelReply app on the right.

Help Scout makes advanced ChannelReply features simple to use.

  • Easily view customer and order details in the ChannelReply app with Help Scout’s app sidebar.
  • Use Help Scout auto replies or Workflows to build an Amazon or eBay autoresponder quickly and easily.
  • Use eBay and Amazon data in Help Scout Workflows.
  • Make eBay and Amazon data searchable.
  • Send messages from each Amazon or eBay account to the mailbox of your choice.

What Are the Limitations of the Help Scout Integration?

Data from eBay and Amazon cannot be used as placeholders in Help Scout’s Saved Replies. You’ll need to manually type in details like the item the customer ordered or its shipping status when replying.

eBay Resolution Center inquiries, cases and returns cannot be managed inside Help Scout.

Since the integration is less than six months old, it has less documentation than Zendesk or Freshdesk.

Should I Choose Help Scout?

Get Started with Help Scout

Help Scout is fantastic for anyone who wants a clean and simple way to answer customer messages. If you do a lot of your business on your own website, their built-in Docs help centers and Beacon chat / self-help app deliver incredible bang for the buck.

What Help Scout Plan Do I Need to Use ChannelReply?

ChannelReply is compatible with Help Scout Standard or better. Visit their pricing page for plan details.

Gorgias

Get the Full Customer Picture with Gorgias

Some Advantages of Gorgias

  • Incomparably powerful Shopify integration.
  • Integrated live chat built for Shopify stores.
  • Unlimited users.
  • All features included in all plans, including advanced reporting, collision detection, customer satisfaction surveys and other premium features.

What’s One of Gorgias’s Drawbacks?

  • Gorgias is young, and generally not as strong as the other helpdesks when supporting channels other than Shopify.

What Are Some of the Top Reasons to Use Gorgias with ChannelReply?

ChannelReply in Gorgias

The ChannelReply app on an Amazon ticket in Gorgias.

Gorgias macros can use absolutely any piece of data from any third-party app. That includes ChannelReply.

  • Easily view customer and order details in the ChannelReply app with Gorgias’s app sidebar.
  • Use eBay and Amazon data in Gorgias macros with total freedom—roughly twice as many datapoints are usable in Gorgias than in Zendesk or Freshdesk.
  • Create unique views for eBay and/or Amazon tickets.

What Are the Limitations of the Gorgias Integration?

The integration is not yet thoroughly documented.

We have not tested the possibility of creating an autoresponder for eBay or Amazon in Gorgias.

eBay and Amazon data is not searchable. It is also not currently usable in Gorgias rules, though we expect this feature to become available in the future.

The ChannelReply app for Gorgias is not as polished as it is in Zendesk, Freshdesk or Help Scout.

eBay Resolution Center inquiries, cases and returns cannot be managed inside Gorgias.

Should I Choose Gorgias?

Start Using Gorgias Now

Gorgias should be a no-brainer if your Shopify store(s) is the focus of your business. Although the other helpdesks do support Shopify integrations, none of them come close to what Gorgias can do.

What Gorgias Plan Do I Need to Use ChannelReply?

All Gorgias plans are compatible with ChannelReply. Visit their pricing page for plan details.

I’m Still Not Sure Which One I Should Use—Help!

We’re here to answer your questions! Contact us and tell us what features are most important to you. We’ll gladly help you find the helpdesk that best meets your needs.

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