This step-by-step guide will show you how to set up a Zoho Desk integration with ChannelReply. Once done, you'll be able to connect Amazon, eBay, Etsy, Back Market, Newegg, Shopify and Walmart support to Zoho Desk.
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If you are currently using a mobile device, switch to your desktop or laptop now. Zoho Desk does not support integrations with third-party apps on mobile devices.
Choose Zoho Desk as your helpdesk. You can do this right after you create an account, on the page that follows the welcome screen…
…or from your ChannelReply dashboard.
You’ll arrive at the screen shown below in ChannelReply.
Either follow along with the video below and then skip to step 4, or continue reading these instructions below the video.
Make sure you are logged in to Zoho Desk. Then return to your ChannelReply screen and click "INSTALL CHANNELREPLY IN ZOHO DESK." When you arrive at the ChannelReply app listing on Zoho Marketplace, click “Install.”
A popover will appear. At the bottom of the form, make sure that the correct Zoho Desk account is selected in the Portal Name dropdown. Check both Terms of Service boxes, then click "Install."
On the next page, select all departments that should have access to the ChannelReply app.
Then, select all profiles within those departments that should have access. Keep in mind that these users will be able to view customer order data. In some cases, they may also be able to take actions like issuing refunds and cancelling orders.
A success notification will appear. The ChannelReply app is now installed!
Return to your ChannelReply screen and click “NEXT.”
On the new screen, hit "AUTHORIZE ZOHO DESK ACCOUNT."
Click "Accept" on the screen that appears in Zoho.
ChannelReply is now authorized! You'll be brought to the screen shown below for the final step.
To finish setup, either follow along with the video below and then skip to Adding Marketplaces, or continue reading this article to the end.
First, copy your authorization token by clicking “Copy Token.”
Return to your Zoho Desk account and click "Tickets" in the upper left. Then, open any ticket.
You may see ChannelReply on the right immediately. If not, click the Apps icon on the far right (it looks like a stack of three squares).
Paste your authorization token into the “Insert authorization token” field, then click “Submit.”
The ChannelReply app will now load. You'll most likely see a notification that no order info is available for this ticket, but don't worry! Once you integrate your marketplaces with ChannelReply, you'll see order data beside each new message.
Return to ChannelReply and click “NEXT.”
Congratulations—ChannelReply and Zoho Desk are fully integrated!
You'll arrive on the success screen shown below. You can now connect your Amazon, eBay, Etsy, Back Market, Newegg, Shopify, Walmart US and/or Walmart Canada accounts. Simply click on the marketplace you'd like to connect first to get started.
You can safely end your setup now. You'll be able to continue anytime by choosing a marketplace from your account dashboard.
These advanced tools can be set up anytime. They are not required for messaging, but they will save you a lot of time on support!
ChannelReply's custom fields allow you to do all kinds of awesome stuff in Zoho Desk. For example, you can auto-enter Amazon, eBay, Etsy, Back Market, Newegg, Shopify and Walmart data in templates and auto-replies. You can also set up reports and workflows based on order details. See "How to Use Custom Fields from ChannelReply in Zoho Desk" for instructions on this optional feature.
In Zoho Desk, both standard Notify rules and custom auto-reply workflows can work as autoresponders for Amazon, eBay and more. See "Ecommerce Autoresponder Setup for Zoho Desk" to learn how to get set up.
If you have signatures or templates that include links, contact info, or marketing materials, be careful. They may breach marketplace communication policies. We recommend either deleting them in Zoho Desk or using our text remover.
The text remover deletes any specific text of your choice when you send replies from Zoho Desk to any marketplace account connected to ChannelReply. You can even use it for multiple specific strings of text. Just note that the text must be exact.
If you ever have questions or need help, please feel welcome to contact us. Our support team is here seven days a week!