How to Use Custom Fields from ChannelReply in Zendesk Macros

The ChannelReply app can display eBay and Amazon info in your Zendesk sidebar. But what if you want to use that info for things like Zendesk placeholders in macros? Easy—all you need to do is set up custom fields.

Important: This article uses the classic ChannelReply interface. You can access the classic interface here.

Note: Click on any screenshot to view the full-sized image. Last updated 8/28/2019.

What Are Custom Fields For?

Custom fields allow you to transfer small bits of info from one program to another. With ChannelReply, they let you pull info from your eBay and Amazon accounts into Zendesk. This lets you use them in tools like search and macros.

How to Set Up Zendesk Custom Fields in ChannelReply

Log in to ChannelReply. Then click “2: CRM settings” near the top of the screen.

Select CRM Settings in ChannelReply

Scroll down and click “OPEN ADVANCED OPTIONS.”

Open Advanced Zendesk Setup Options in ChannelReply

This will show you your custom fields for eBay and Amazon. You can generate, edit, and manage them from here.

ChannelReply Custom Fields Interface for Zendesk

All you need to do to create a custom field is enter a title, then click the “Save” button that appears.

How to Create a Zendesk Ticket Field in ChannelReply

Or, you can just click “Generate custom fields in one click.” This will instantly fill in the default titles for all custom fields and create them in Zendesk.

Generate Custom Fields in One Click

If you aren’t sure whether a particular custom field will be useful for you, be sure to see “Custom Fields FAQ and Definitions” to learn more about it.

Where Custom Fields Appear in Zendesk

By default, custom fields will appear in the left-hand Zendesk sidebar.

ChannelReply Custom Fields in the Zendesk Sidebar

Your ChannelReply custom fields will update every time you open a ticket and allow the ChannelReply app to finish loading on the right.

Unlike data in the ChannelReply app, custom field data in the left-hand sidebar can be found with Zendesk searches.

Amazon SKU in Zendesk

Searching by Amazon SKU in Zendesk

How to Use ChannelReply Custom Fields as Zendesk Macro Placeholders

Log in to your Zendesk account, then choose Admin (the gear icon on the left). Click “Ticket Fields” under “MANAGE.” Along with all your Zendesk system fields and any other custom fields you may have, you’ll find your ChannelReply custom fields.

Zendesk Ticket Fields

Find the one you want to use in a macro. Copy the number from the “Field ID” column. Paste it somewhere for safekeeping, such as a Notepad file.

Field ID

Next, go to Admin > Macros. Then either create a new macro or edit an existing one.

Create or Edit Zendesk Macro

Wherever you want to enter your custom field in your macro, use the following placeholder: {{ticket.ticket_field_xxxxxxxx}}

Simply replace "xxxxxxxx" with the number you copied earlier. So, if your custom field ID number was 12345678, you would enter the following: {{ticket.ticket_field_12345678}}

Custom Field Placeholders

Be sure to save your changes to your macro. The next time you use it, Zendesk will automatically enter the data from your ChannelReply custom field in place of the placeholder.

Custom Field Placeholders in Action

Let’s say you wanted to feature the name of the shipping carrier in one of your macros. Here’s a step-by-step breakdown of the process:

  1. Go to Admin > Ticket Fields in Zendesk.
  2. Find the Shipping Carrier custom field, and copy its field ID (12345678 in this example).
  3. Use that number to replace the x’s in the dummy placeholder {{ticket.ticket_field_xxxxxxxx}} to create this: {{ticket.ticket_field_12345678}}.
  4. Open the macro where you want to use this custom field.
  5. Add {{ticket.ticket_field_12345678}} anywhere you want to display the name of the shipping carrier.

Optional Settings

You can prevent a custom field from appearing in the left-hand Zendesk sidebar by checking “Hidden.”

How to Hide ChannelReply Custom Fields in Zendesk

You can also set fields to appear inside the first message of each of your Zendesk tickets. To do so, check “Duplicate Custom Field information to message body.”

How to Add eBay and Amazon Data to Messages Received in Zendesk

Data duplicated this way is searchable. So, if you don’t want to clutter the left-hand sidebar with a custom field but need to be able to search for it, duplicating it to the message body is a good choice.

Unlike data in the app or the left-hand sidebar, custom field info in the message body is never updated. This can be helpful for creating a record of the data available when the ticket was created.

Deleting Custom Fields in ChannelReply

If you want to get rid of a custom field you have already created, click on its title, then click the “Remove” button that appears below it.

How to Delete a ChannelReply Custom Field

This will delete the current title for that field and prevent it from appearing on new tickets in Zendesk. If you ever wish to add it back, simply type in a new title and save your changes.

For info on deleting or managing your custom fields from within Zendesk, see their article, “Editing and managing your ticket fields.”

 

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For more ways to make Zendesk more effective for eBay and Amazon support, check out "How to Create Zendesk Views for eBay and Amazon" or our guide to setting up a marketplace autoresponder.

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