How to Use Custom Fields from ChannelReply in Zendesk Macros

The ChannelReply app can display eBay, Amazon and Walmart 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.

Notes: Click on any screenshot to view the full-sized image. Last updated 3/25/2020.

Table of Contents

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, Amazon and Walmart 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 “CRM Settings” on the dashboard or in the left-hand sidebar.

CRM Settings Link on the ChannelReply Dashboard


ChannelReply Advanced Options for Zendesk

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

ChannelReply Custom Fields Interface for Zendesk

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

Generate Custom Fields in One Click

All Custom Fields Generated

These fields are automatically saved. You do not need to go through and click “SAVE CHANGES” for each of them.

If you only want the custom fields you actually need, you can create them one at a time. To create a custom field, just enter a title, then click “ADD CUSTOM FIELD”

Enter Title and Add Custom Field

You’ll see a success notification, and “ADD CUSTOM FIELD” will be replaced by two buttons: “Delete” and “SAVE CHANGES.”

Custom Field Creation Success Notification

Repeat this for each custom field you wish to add.

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.

Before we explain the “DUPLICATE TO MESSAGE BODY” setting, it’s best to understand…

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

Now we can explain…

The “DUPLICATE TO MESSAGE BODY” Setting (Optional)

The “DUPLICATE TO MESSAGE BODY” option is useful for some advanced users. Enabling it on a field will cause that field’s contents to appear inside the first message of each ChannelReply ticket in Zendesk.

For example, say you enabled it for the Item Title field. The title of the item the customer ordered would appear in the first message of each ticket.

To enable this feature, simply click the slider to the right of the field. It will move to the right and turn green. This change will save automatically.

Enabling "Duplicate to Message Body"

You can turn “DUPLICATE” off again anytime by clicking on the slider again.

Data duplicated to the message body is searchable. Plus, unlike data in the app or the left-hand sidebar, custom field info in the message body is never updated. This feature can therefore be helpful for creating a record of data available when the ticket was created.

This can also be a useful feature if you need custom field data but don’t like to have your interface cluttered with sidebars.

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 the 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.

Using ChannelReply Custom Fields in Zendesk Triggers

Zendesk triggers and automations are not built for custom fields. For now, they can only detect whether a custom field is “present” or “not present.”

Custom Field in Zendesk Trigger with Present or Not Present Options

“Present” means data is available in that custom field. “Not present,” of course, means no data is available.

This can be useful in some situations. For example, if an eBay shopper contacts you and no shipping address is available, they have most likely not placed an order yet. So, you could use the condition “Shipping Address | Not present” to help separate pre-order questions from post-order support requests.

Zendesk rules cannot detect the actual content of custom fields. But, they can detect the content of a message. By using “DUPLICATE TO MESSAGE BODY,” you can automatically copy custom field contents into the first message of each ticket.

Say you wanted to create a trigger that fires whenever USPS is delivering the customer’s order. You could set “Shipping Carrier” to “DUPLICATE TO MESSAGE BODY.”

Shipping Carrier Field Duplicated to Message Body

Then you could use the trigger condition “Comment text | Contains at least one of the following words | USPS.”

Building a Zendesk Trigger with ChannelReply Custom Fields

If a customer were to write to you about an order where USPS was the carrier, ChannelReply would add “USPS” to the message body. The Zendesk trigger would see it and fire.

Deleting and Editing Custom Fields in ChannelReply

If you want to get rid of a custom field you have already created, click the “Delete” button that appears next to it.

Delete 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.

To edit a custom field’s title, do the following:

  1. Delete the field.
  2. Enter a new title.
  3. Click “SAVE CHANGES.”

If you simply change the field’s title and then save, it will create a new ticket field in Zendesk without deleting the old one. This can cause things to get cluttered fast. Also, if you do this, you’ll only be able to delete the outdated fields from inside Zendesk.

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


Need help? Contact us and one of our agents will be in touch.

Looking for more ways to make Zendesk more effective for eBay, Walmart and Amazon support? Check out our guides to creating Zendesk views and setting up a marketplace autoresponder.

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