This step-by-step article will guide you through the Zendesk integration process. Read the following instructions or watch the how-to video below to see how it’s done.
Note: Click on any screenshot to see the full-sized image.
1. Sign In
You’ll first need to sign in to your ChannelReply account and your Zendesk admin account. Click “Sign In” to log in to ChannelReply. If you still haven’t signed up, you can click “Start Free 14-Day Trial” to get two weeks of free access.
You can log in to your Zendesk account here.
2. Go to “CRM Settings” and Select Zendesk
You will have the opportunity to fill in your basic user information, but you can skip this step for now by clicking “CRM settings.” Choose Zendesk as your service desk.
3. Fill in Your Zendesk Details
We need information about your Zendesk account in order to integrate it with ChannelReply. You will find most of this information under Channels–> API on your Zendesk admin page.
Following the instructions below, copy and paste that information into the appropriate fields in "CRM settings":
Zendesk Domain
Your Zendesk domain is found between https:// and .zendesk.com in your admin page’s URL. In this example, it’s “ndap.”
Copy yours and paste it into the “Zendesk domain” field in CRM settings.
Zendesk API Token
Click the plus sign to the right of “Active API Tokens.”
Enter “ChannelReply” in the “API Token Description” field, then click “Copy.”
IMPORTANT: Save your token in a secure file. It will not be shown again after you leave this page!
After you have saved your token to your computer or another secure location, click “Save.”
Finally, return to the ChannelReply page and paste your token into the “Zendesk API token” field.
Login Information
Enter your Zendesk agent login email. You can add your Zendesk password to help us provide support if it ever becomes necessary, but you don’t need to enter it if you’d prefer to keep it private. Once finished, click “Test Zendesk Connection.”
If you have entered everything correctly, you should see a success notification like the one shown. Close the notification by clicking “OK” and then click “Save” so you don’t lose your progress.
4. Install the ChannelReply App for Zendesk
Click the blue “Install Zendesk app” text on the right.
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 blue “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.”
Zendesk integration is now complete! You should see ChannelReply in your currently installed apps, plus a success notification in the upper right.
5. Enter Custom Fields (Optional)
To set your custom fields for Zendesk, return to the ChannelReply screen, then scroll down and click “OPEN ADVANCED OPTIONS.”
By checking off “Duplicate Custom Field information to message body,” you can set important fields to appear inside your Zendesk tickets in addition to the sidebar.
Alternatively, you can hide unneeded ones.
You can also give each one a custom title. If you’re happy with the default titles shown in light grey, click “Generate custom fields in one click.” This will fill in all the custom field titles.
Clicking on any field will give you the options to remove it or save your changes. You can also rewrite any title as desired—just be sure to click “SAVE” afterwards.
Clicking “Remove” will delete the current title for that field and prevent it from appearing in Zendesk. If you ever wish to add it back, simply type in a new title.
Below, you’ll see what your marketplace messages will look like in Zendesk. Critical information about your tickets will appear on the right, under “ChannelReply.” You will also see the custom fields you created on the left, revealing additional data like the item’s title, listing link, and ID.
When you’re happy with your custom fields, go back to your Zendesk admin page and go to Manage–> Ticket Fields. Here you can review and edit your custom fields anytime.
Congratulations—you have completed the Zendesk integration process! Here's what's left to complete setup:
- Read our other how-to articles on Amazon integration and eBay integration.
- Once you've finished with those steps, follow these instructions to prevent a standard Zendesk trigger from sending duplicate replies to your eBay and Amazon customers.
If you ever need assistance, please don’t hesitate to contact us.
