Since eBay doesn't provide any ID for previous messages, we use message subjects and eBay user IDs to identify threads. When you set up ChannelReply, there may already be several tickets in your Zendesk account with the same subject from...
If you're receiving duplicate tickets from eBay, the most likely cause is that your eBay account is set up to send notification emails to the mail registered to your Zendesk, Freshdesk, Gorgias or Help Scout instance. Thus you have one ticket created for receiving an...
One Zendesk trigger can cause a lot of trouble for ChannelReply users: the “Notify requester of comment update” trigger. It’s most likely the problem if you’re experiencing one of the following issues:
Every time you reply to an Amazon customer from...
"ChannelReply has allowed us to increase the productivity of
our customer service department by consolidating the messaging
from multiple marketplaces directly into Zendesk. As with most
retail businesses, we sell on multiple online channels.
Streamlining customer interactions from these marketplaces
has been crucial to both our customers' experience and our growth.
ChannelReply has done a wonderful job in developing and supporting
COO, Chicago Music Exchange
"ChannelReply has allowed us to integrate multiple eBay and Amazon accounts
into Zendesk creating accountability and making it easy to scale our marketplace
customer service. Without ChannelReply it would be unmanageable to provide the
level of satisfaction our customers expect out of Golfio.
The integration with the eBay and Amazon messaging API is tight and we
couldn't be happier!"
Business Dev Manager Golfio
"Given the various standards of service that apply, managing multiple marketplace
channels is a challenge to any organization. ChannelReply has given us the ability
to organize our inquries to maximize turnaround and increase our efficiency when
handling our marketplace requests. We look forward to additional features ChannelReply
is offering that will only increase our ability to service our customers
Sr Dir eCommerce Sales & Customer Service, Gazelle