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Zendesk and Amazon email system?
Dear All,
New seller here. Internally we use Zendesk for customer service. When customer contact us using the Amazon email system, we got a ticket in Zendesk, so when we reply the ticket, it goes to the very long anonymous email address generated for the customer.
Now my question is, after we responded in this way, surely Amazon back end system should be able to know that we have “responded”, but it seems Seller central still waiting for me to click the “no response needed” button or other buttons. To a degree that I would then copy paste the same content and reply in Seller central again, not being confident enough that my customer would get anything by Zendesk’s email to the long address.
Any comments?
14 replies
Seller_qHzcAWcsPVCfg
I would be contacting Zendesk with the same question.
Seller_l0jBCQp8hB3tI
Is the reply being sent from a Zendesk email address rather than an email confirmed against your account on Amazon?
Seller_qHzcAWcsPVCfg
What @M_J_P writes is the check point !
If you can use a different email client, send an email to the long AMZ address and then check to see if the AMZ back end has updated as per email sent.
If it has then your issue is with Zendesk, most prob being that Amz does not recognise your Sender Address.
Seller_XcWd0bjg62i66
We use Zendesk for eBay/Amazon/Facebook/Twitter. However for eBay and Amazon we use an extra plugin called “ChannelReply” which is wonderful. It brings a side panel up in the ticket view which has all of the order information, also allowing you to mark messages “no response needed”.
However when you reply, it replies directly to the customer’s message, marking it as responded.
Seller_XcWd0bjg62i66
Side note, if you click on “buyer messages” in Amazon Seller Central, and on the right hand side “authorised emails” ensure your Zendesk email is in there. For example support@YOURZENDESKNAME.zendesk.com
Seller_DQfkgZNWeH1xJ
I use Xsellco for AZ and eBay. I know that if a message doesn’t need a reply in xSellco, it does actually push the Response not needed reply.
how much is Zendesk? im paying £66p/m+vat for 500 tickets with xsellco. friendly staff as well, over christmas i went over my 500 tickets and i was about 2 days away from renewal but the auto-system was pushing me to purchase another 1000 tickets for £180 which was crazy. A quick call to them (in Ireland) and they gave me another 250 for something like £10 which was more than reasonable.
Seller_MJqmJsOcfYSMK
To everyone who helped, yes it works after some configuration, like which email is used for sending, and is it added in Amazon Seller Central…
To others who want to try, remember to Disable Zendesk triggers (those defaults), otherwise you could be spamming your customers via Amazon message system without knowing. 
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