Ticket Settings_Channel

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The main settings consist of two functions: Marketplace and Support Email

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Marketplace

You can manage Amazon Marketplaces and Support Emails here to seamlessly integrate your customer service messages into BigCRM. Users can integrate customer inquiries by activating the corresponding marketplace.

After the establishment of the initial MWS connection and the setup of the Customer Service Emails, users must activate the corresponding marketplace of the Ticket Manager. By doing this, the customer inquiries integration is complete.

By default, the Channel interface will display a listing of subscribed marketplaces and marketplaces available for a free trial.

If the marketplace hasn’t set up the MWS connection, the system will display the orange alert notice: Setup Amazon Connection.

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After clicking on the Setup Amazon Connection notice, the system will open the Connect to Amazon Instructions.

Please connect the MWS and Customer Service Email settings accordingly. Once this setting is complete, the status of the marketplace will remain as Inactive.

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Once the MWS connection is established, the system will display a Pencil icon for editing the marketplace, and the status of the marketplace remains Inactive.

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Edit Marketplace

Store Name: The name is set when the initial connection to Amazon is established. It can be edited.

Send Message As: By default, the name is the same as the Amazon store. When sending emails to buyers, the name of the email sender will be Amazon store name+xxx@marketplace.amazon.com, which will be encrypted by Amazon.

Message Response Time (SLA): Due to Amazon’s Policy, all customer inquiries should be replied to within 24 hours. It can’t be modified.

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Note: If certain marketplaces don’t show up in the Channel section, it signifies that the marketplace is not included with the subscription plan.  When users click on Add New Amazon Marketplace, they will be redirected to the subscription renewal page.

 

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Support Email

This will allow users to send and receive customer support emails in one central location.

The notion behind the Support email is that Amazon Sellers might have their own independent e-commerce website with a customer support email services.

Sellers can add their own Customer support email address on the BigCRM end. With this integration, if Buyers contact the Seller through the Seller’s customer service email, the Ticket Manager can receive the inquiries and generate the corresponding ticket.

This Support email integration requires additional manual setup. Therefore, there won’t be any default setup available after the initial BigCRM MWS setup.

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If users need to add a Support Email, please click on Add Channel> Support Email.

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Step one:

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Please enter the Customer Service Support Email of the seller’s e-commerce platform and the Store name.

Please select a location. (If Sellers have multiple customer support emails in different countries, the Ticket Manager will identify the origin country of the customer inquiry after the Seller has specified the country for each Support Email. ) 

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Message Response Time 

Users can specify the message response time.

The options are None, 24, 48 and 72 hours. The Ticket Manager will display the remaining response time left for each ticket.

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Step 2:

Sellers need to add their BigCRM email as the forwarding email address in their customer service email settings.

If the customer support email is Gmail, click on Gmail icon. The system will outline the instructions to forward Gmail messages to BigCRM.

After the forwarding setup has been completed, please click ‘I have completed email forwarding setup.

 

Note:

  1. The email forwarding setup has to be done in the third-party email provider’s settings.
  2. The concept is to forward the email received by the third-party email provider to the BigCRM.

 

Following that, the Ticket Manager will convert the email into a ticket in BigCRM.

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After adding the Support email, the pre-set status is Active. Once a customer sends an email to the Customer Service email, the Ticket Manager will generate the corresponding ticket.

The Setup Email forwarding alert will continue to show until the first customer service email is received by the Ticket Manager. Only then will the Setup Email Forwarding alert be replaced with a pencil editing icon.

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If a user was on the Feedback Central legacy plan and was updated to BigCRM directly, the Support Email function will not be available. Users can click on ‘Upgrade now’ to purchase the BigCRM plan to use the Support email function.

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