This guide will walk you through the full process of setting up Zendesk - Powered by ChannelReply. This includes integrating Zendesk with Amazon and claiming your discounts of up to 20% off both Zendesk and ChannelReply.
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After you’ve signed up for ChannelReply, you’ll arrive on the welcome screen shown below. Click “Next.”
On the next screen, hit “INSTALL CHANNELREPLY IN YOUR ZENDESK ACCOUNT."
You’ll arrive on the page for our app in the Zendesk marketplace. The app itself is free—there are no further charges for installing it. Click on the “Install” button to begin.
On the next page, make sure the correct Zendesk account is selected, then click “Install.”
Zendesk will provide you with a few options on the next page. If you’re happy with them, click “Install.”
You'll see a series of loading notifications. As soon as the app has finished installing, you'll see ChannelReply in your list of currently installed apps.
To return to your Zendesk Support dashboard, click "Zendesk Products" (the four-squares icon in the upper right). Then choose "Support."
Go to “Views” in the left-hand menu of your Zendesk account, then open any ticket. (There should be a welcome ticket available in your Zendesk account. If there are no tickets there, please see "How to Create a Zendesk Ticket.")
If you don't already have the apps sidebar open, click the "Apps" button in the upper right. Depending on when you created your Zendesk account, this may be an icon made of nine squares, or a button that actually says "Apps."
Above: The "Apps" button in the latest Zendesk interface. Below: The "Apps" button in the classic interface.
You should see an "Activate ChannelReply" button immediately. If you have several apps, though, you'll need to click on ChannelReply to unfurl it first.
Hit “Activate ChannelReply.”
You’ll see a message asking you to log in to ChannelReply or sign up. Since you already have an account, click “log in to ChannelReply.”
You logged in earlier, so you’ll skip the login screen and go straight to the Zendesk page shown below. Click “Allow” to continue.
You’ll arrive on the screen shown below. Note that to connect Amazon, you will need to have access to the Amazon account owner’s login, not just a secondary admin or agent account. Click “CONNECT AMAZON” if you’re ready to get started.
Can’t connect right now because you’re stuck waiting for your boss to give you the password to Amazon? You can click “here” in the meantime to see and try our other integrations!
After you click “Connect Amazon,” you will arrive at a screen asking you to choose an Amazon region: North America, Europe, or Far East. Choose any one of the regions where you currently sell, such as North America if you sell on amazon.com. You’ll be able to connect as many other accounts, regions and marketplaces as you want later.
On the next screen, click on each of the marketplaces where you sell. Each marketplace will be highlighted in green after you select it. We only sell on Amazon’s US marketplace, so we’ve only selected Amazon.com below.
Once all your marketplaces are highlighted, click “NEXT.”
Click “CONNECT AMAZON.”
Sign in to your Amazon seller account as the account owner. Remember, you must sign in as the owner. Even admins do not have sufficient permissions.
Note that you may need to complete two-factor authentication before you can proceed.
Once you have signed in, you will be shown an agreement in Seller Central authorizing ChannelReply to integrate with your account. To agree to the terms and continue setup, check the box and then click “Confirm.”
You’ll arrive at the success screen pictured below. Click “GO TO AMAZON NOTIFICATION PREFERENCES,” which will open an Amazon Seller Central page in a new browser tab.
Leave the new tab open. Return to the ChannelReply tab and click “Next.”
At the top of the screen, you will see two fields: a marketplace and a default ChannelReply email address.
The default address is built from the Amazon marketplace’s initials and ID, your Amazon seller ID, and our @channelreply.email domain.
Your customers will never see this email address, so it’s OK for it to be ugly! However, you can edit it now if desired. It just has to end in @channelreply.email and be unique—it can’t be an address that any of our other customers already uses.
Click anywhere outside the box to save your changes to your ChannelReply Email.
Each marketplace you connect should have a unique email address. You can change which marketplace's email you're editing by choosing a new marketplace in the dropdown menu on the left. Since we only chose the US, it’s our only option, but you may see several choices here.
Once you are happy with your email addresses, select any marketplace from the dropdown. Then click “Copy email.”
Now switch to the Amazon Notification Preferences tab that you opened earlier.
Make sure the marketplace selected at the top of the screen matches the one shown in ChannelReply. For example, we chose Amazon US on our ChannelReply screen, so we've made sure we have United States selected as the current marketplace.
Mousing over the current seller name / marketplace (shown above) will show you your other options.
Next, scroll down to “Messaging.” Click the orange-yellow “Edit” button to the right of “Messaging.”
Find the “Buyer Messages” field and make sure the box is checked. Enter your ChannelReply Email in the E-mail field.
You can include other addresses here, but make sure no other addresses listed here will deliver messages to Zendesk. Your @channelreply.email address should be the only one doing that. Otherwise, you could end up with duplicate messages and other errors.
Remember to hit “Save” once finished!
You’ve successfully integrated Amazon messaging with Zendesk! The next time you receive a new buyer message on Amazon, it will appear in Zendesk as well, complete with detailed order info in the ChannelReply app.
While you’re here, you can configure delivery of all your Amazon notifications.
You can choose to have ChannelReply deliver your one-way system notifications (like A-to-z claims). That way, if a notification is related to a specific order, you’ll see data about that order in the ChannelReply app. ChannelReply will also populate any custom fields you may decide to set up.
Just note that messages delivered through your ChannelReply Email count toward message limits. You can forward one-way notifications straight to Zendesk to avoid this, though.
If you want ChannelReply to manage delivery for any kind of one-way notification, simply click the appropriate “Edit” button. Then replace the old email with your ChannelReply address.
If you’d rather forward notifications straight to Zendesk so they don’t count toward your limit, enter a Zendesk Support address instead. Your support addresses are available in Zendesk under Admin > Email > Support Addresses.
You can return to this page any time you need to make changes. All you have to do is log in to Amazon Seller Central, then mouse over the gear icon in the upper right and select Notification Preferences.
If you selected multiple marketplaces in step 6, scroll to the top of the screen in Seller Central. Mouse over the current seller name and marketplace:
Choose one of the other marketplaces you wish to connect.
Now, return to ChannelReply. Choose the same marketplace you just selected on Amazon.
Repeat step 8 to configure your email settings for the new marketplace.
Repeat this step for each marketplace you selected during step 6.
Make sure you have finished configuring Notification Preferences for all your Amazon marketplaces. Then return to ChannelReply and click “NEXT.”
You’ll arrive on our setup success screen:
Congratulations! You have now integrated this Amazon account with Zendesk. All your settings are saved. Every time a new Amazon message arrives in Seller Central, it will appear in Zendesk, and your replies from inside Zendesk will appear in Amazon.
If you only wanted to connect this Amazon account to Zendesk, click “GO TO MY ACCOUNT.” Then continue to step 12.
If you want to connect another Amazon account or other ecommerce channel now, click “ADD NEW MARKETPLACE” instead. Then follow the prompts to complete your next integration.
Creating tags for your Amazon marketplaces—and any other ecommerce channels you connect—is the best extra step you can take. You can use tags to prevent bugs, sort tickets, and make the most of Zendesk’s best features.
To tag your Amazon accounts, go to your ChannelReply dashboard and click “Amazon.”
Hit “Settings” under any connected Amazon marketplace.
Enter a tag in the Tag field. We recommend that you use a unique tag for each Amazon marketplace/account so you know exactly where each message is coming from. (For example, “amazon” is fine if you only sell in one country, but “amazon_uk” and “amazon_de” are better tags if you sell in both the UK and Germany.)
Note that if you use spaces in your tag, each word will become a separate tag in Zendesk. Use underscores or dashes if you want to create a single tag with multiple words.
To save your tag, hit “SAVE CHANGES” in the “EDIT GLOBAL DETAILS” section.
If you’ve connected ecommerce channels other than Amazon, see our help article on tags. We recommend setting up tags for all your marketplace accounts before continuing to the next step.
The default Zendesk trigger “Notify requester and CCs of comment update” can cause some trouble with Amazon messaging. If it is not edited, you can get confusing error messages from Amazon, or in very rare cases, send two copies of each reply to your customers.
Luckily, it’s easy to stop these problems! All you have to do is tell the trigger to ignore ChannelReply tickets.
In Zendesk, navigate to the admin page by clicking the gear icon in the left-hand menu. Then select “Triggers” under “BUSINESS RULES.” Finally, choose “Notify requester and CCs of comment update” from your list of triggers.
Under “Meet ALL of the following conditions,” click “Add condition.”
In the dropdown menu, select “Tags.”
Another dropdown will appear. Choose “Contains none of the following.”
Enter all of the ChannelReply tags you created during step 12.
Finally, scroll to the bottom of the page and click “Save.”
You may want to follow the exact same steps with the trigger "Notify requester and CCs of received request" as well.
This built-in autoreply trigger is not compatible with most messages delivered by ChannelReply. So, it's a great idea to exclude messages with your ChannelReply tags, or disable the trigger completely. You can find help building a replacement trigger in our article on creating an Amazon autoresponder in Zendesk.
All new Amazon messages will be delivered to your helpdesk immediately, and you should see the ChannelReply app on all messages.
Above: The ChannelReply app on an Amazon ticket in Zendesk.
However, customer and order info may not be automatically displayed on the first few messages you receive.
This happens because the app collects this data from the first message in each Amazon conversation. If the first message in a conversation is not processed by ChannelReply, the info cannot be displayed automatically. So, it's common to miss order info on some tickets at first, but after a couple weeks, it will be displayed on most or all messages.
If no info is shown, you can manually enter the message's order ID.
That lets you see all data on Amazon conversations that started before you set up ChannelReply.
We hope you enjoy your simplified customer service experience! If you run into trouble or need any assistance integrating Zendesk with Amazon, please don’t hesitate to contact us. We’re always happy to hear from you!