Zendesk Integration Instructions

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.

Sign Up for ChannelReply

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.

ChannelReply CRM Settings

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.

Zendesk API Management

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.”

Where to Find Your Zendesk Domain

Copy yours and paste it into the “Zendesk domain” field in CRM settings.

Where to Enter Your Zendesk Domain in ChannelReply

Zendesk API Token

Click the plus sign to the right of “Active API Tokens.”

How to Create a Zendesk API Token

Enter “ChannelReply” in the “API Token Description” field, then click “Copy.”

Copy Zendesk API Token

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.”

Save API Token

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.”

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.

Zendesk Integration Success

4. Install the ChannelReply App for Zendesk

Click the blue “Install Zendesk app” text on the right.

Install Zendesk App Link

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.

Install ChannelReply Zendesk App

On the next page, make sure the correct Zendesk account is selected, then click “Install.”

Choose Zendesk Account and Install ChannelReply

Zendesk will provide you with a few options on the next page. If you’re happy with them, click “Install.”

Final Install Button

Zendesk integration is now complete! You should see ChannelReply in your currently installed apps, plus a success notification in the upper right.

ChannelReply Zendesk App Installed

5. Enter Custom Fields (Optional)

To set your custom fields in Zendesk, scroll down and click “OPEN ADVANCED OPTIONS.”

Advanced Options for Zendesk in ChannelReply

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.

Duplicate Custom Field Information to Message Body

Alternatively, you can hide unneeded ones.

Hide Zendesk Custom Fields in ChannelReply

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.

Generate Custom Fields

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.

Save Custom Field

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.

Remove ChannelReply Custom Fields from Zendesk

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.

Amazon Message in Zendesk with ChannelReply

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.

Where to Edit Ticket Fields in Zendesk

Congratulations—you have completed the Zendesk integration process! Be sure to read our other how-to articles on Amazon integration and eBay integration to complete the setup process. If you ever need assistance, please don’t hesitate to contact us.


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