You’ve finished setting up ChannelReply and now have all your eBay, Amazon, Walmart and Shopify messages in Zendesk. That’s awesome—but now they’re just lumped in with all your other messages! What if you need to sort them out?
No sweat! It’s easy to sort ChannelReply tickets in Zendesk. All you have to do is create some custom views by following the two steps below.
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Follow our instructions in “Creating and Using ChannelReply Tags” to set up a unique tag for each marketplace account.
After logging in to Zendesk, go to Admin (the gear icon on the left). Click "Views.”
Click “Add View.”
Give your view a name. Then create the following conditions under “Tickets must meet all of these conditions to appear in the view”:
The first condition will make sure the view only contains New, Open, Pending, and On-Hold tickets. That way, it doesn’t get cluttered with tickets you’ve already solved.
The second condition will determine which messages this view shows. For example, if you use the tags of all your eBay accounts, this view will show all your eBay tickets. If you only enter the tag of your Amazon US account, it will show only your Amazon US tickets and nothing else.
Once the conditions are set, customize the other settings as much as you’d like. Zendesk has lots of cool options like using our custom fields as columns for filtering tickets. Once done, click “Save.”
Your view is now ready! You can access it anytime from Zendesk’s Views list. If you have a lot of views and don’t see the new one right away, you can find it under “More >>.”
Following the steps above will create views for all messages delivered by ChannelReply. However, that does not always include your one-way system notifications. Keep reading if you want to organize those as well.
If you have tags set up for all your marketplace accounts, then messages delivered by ChannelReply will always have a tag. You can easily identify which messages were not delivered by us because they will not have any ChannelReply tags.
Here’s an explanation of what we do and do not deliver for each marketplace:
Amazon: We deliver everything sent through your unique @channelreply email addresses. By default, this only includes your buyer messages and Amazon Answers notifications. See “How to Forward Amazon Notifications to Your Helpdesk” for more info and help configuring your settings.
Shopify: Shopify users also get a unique @channelreply email for each store they connect, and this is normally used for buyer messages only.
The only system notifications in Shopify are “staff order notifications.” (You can find the setting in My Shopify > Settings > Notifications.) These are delivered through the recipient emails you enter. You can use your ChannelReply Email to have us deliver them, or enter any other email that delivers to Zendesk to use standard email forwarding.
With that said, we recommend having ChannelReply create Shopify New Order notifications instead. Our New Order notifications don't count toward your message limit. They're also automatically tagged "neworder," which makes them way easier to sort into views.
Walmart: Walmart works just like Amazon and Shopify. Messages and notifications sent through your ChannelReply email are delivered by ChannelReply. Everything else can be delivered by standard email forwarding.
eBay: ChannelReply delivers buyer messages and a handful of optional, interactive notifications. See “How to Import Notifications from eBay” for details and help forwarding everything else.
If you’re receiving system notifications in Zendesk that are not delivered by ChannelReply, and you would like to get them into a certain Zendesk view, keep reading.
You can sort your notifications into views by creating Zendesk organizations. Organizations are groups of one or more email domains.
Each view has the option to show or hide tickets from any organization.
By grouping the domains used to send system notifications into Zendesk organizations, you can filter your notifications into or out of views as needed.
Each marketplace has its own system for how it generates and sends system notifications. As one example, Amazon US notifications come from addresses like the following: firstname.lastname@example.org, email@example.com, and firstname.lastname@example.org.
What do these have in common? They all end with the domain amazon.com. So, if you’re selling on Amazon US, all your system notifications are coming from amazon.com. That means you can create an organization for the amazon.com domain and use it to sort all your Amazon US system notifications in Zendesk views.
You can apply the same system to any other marketplace. Look at the one-way notifications you receive and see which domains they come from.
Next, group these domains in the way that’s most helpful for you. If you want to treat all your eBay notifications the same way in views, for example, it’s best to put all eBay domains together in one organization. You may not want to bunch them together with Amazon and Walmart domains, though.
Mouse over "+ Add" in the upper left of your Zendesk screen. Then select "Organization."
This will pop up a simple interface asking for the organization’s name and domains. Enter one of your sets of email domains and give the organization a name that’s easy to understand.
Click Save once you’re done. All messages from the domain(s) you’ve entered will be assigned to this organization. (It may take a few minutes for Zendesk to finish matching existing tickets and users, so don’t worry if you see zeroes at first.)
If you want to edit this organization in the future, you can find it by going to Admin > People > Organizations.
Note that in Amazon’s case, buyer messages come from the same domain as one-way notifications. The example organization we just created will therefore include all Amazon messages of every kind. (But don’t worry, we’ll cover how to split notifications from buyer messages shortly.)
Finally, add the organization to the settings of any view where you’d like to see your system notifications. Under “Tickets must meet all of these conditions to appear in the view,” enter this condition:
Organization | Is | [Select the organization you just created]
If you would like to exclude buyer messages from this view, just add this condition:
Tags | Contains none of the following | [Enter your ChannelReply tags]
That way, this new view will only show your system notifications, and all your buyer messages will stay in the view you created earlier.
Finally, be sure to include the condition “Status | Less than | Solved” so you only see unsolved tickets.
To learn more about creating and using views in Zendesk, see their article “Using views to manage ticket workflow.”
Our team is happy to answer all your questions on supporting Walmart, Shopify, eBay and Amazon from Zendesk. Contact us for assistance.