Zendesk Integration Instructions

This step-by-step guide will walk you through the Zendesk integration process. Read the following instructions or watch the how-to video below to see how it’s done.

Notes: Click on any screenshot to see the full-sized image. Article last updated 12/21/2018; video last updated 2/17/2017.

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. It's "channeldev" in this example.

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

Back on the Zendesk API page, 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. 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

Now, open any ticket in your Zendesk account. If you don't already have the apps sidebar open, click the "Apps" button in the upper right.

Open Apps in Zendesk

The ChannelReply app will appear and display a login screen. Enter the same email address and password you use to sign in to ChannelReply.

ChannelReply Zendesk App Login

After you've finished integrating eBay and/or Amazon, the ChannelReply app will display detailed info about the customer and their order on any new buyer message.

ChannelReply App in Zendesk

Congratulations—you have completed the Zendesk integration process! Here's what's left to complete setup:

If you ever need assistance, please don’t hesitate to contact us.

Optional: Enter Custom Fields

To set your custom fields for Zendesk, return to the ChannelReply screen, then 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 in the app on the right. You will also see the custom fields you created on the left.

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

To unlock the full awesomeness of custom fields, see "How to Use Custom Fields from ChannelReply in Zendesk Macros."

What People Say About Us

Start 14 Days Free. No Credit Card Required.
Start Free Trial