How to reply to Mirakl marketplace messages from Zendesk

To answer a Mirakl marketplace message from Zendesk, install Wharfwell for Mirakl marketplaces and open the ticket about the order. The sidebar shows the latest messages of each thread on the order, from the customer, the operator or your shop, with "Waiting for your reply since" when the marketplace expects an answer. Click Reply, choose Customer, Marketplace operator or both, write the message and confirm.

Steps

1. Open the ticket. Wharfwell finds the order id in the ticket and loads the order from the right marketplace.
2. Read the thread. Messages appear with their author: customer, operator or your shop.
3. Click Reply on the thread.
4. Pick who receives it. Tick Customer, Marketplace operator or both.
5. Write the Message. Add a Note for the ticket if your team should know why.
6. Confirm. Wharfwell sends it into the marketplace's thread, then adds an internal note and the wharfwell_message tag to the ticket.

Start a new thread

If there's no thread yet or you need a new topic, click New message on the order. The New message on the order panel asks for a Subject and your Message, and starts a thread on that order.

What marketplaces filter

Many marketplaces filter shop messages that contain links, email addresses or phone numbers. When a marketplace refuses a message, Wharfwell shows its answer and writes nothing on the ticket, so rewrite the message without those details and send again.

Add the order status to your Zendesk reply

Writing back on the Zendesk ticket instead? Insert status in reply adds the order id, status, carrier, tracking number and expected delivery to the reply you're writing. Nothing is sent until you submit.

What Wharfwell does and doesn't do with messages

Bringing every new message in as a ticket would need a server watching each marketplace around the clock. Wharfwell runs in the agent's browser and has none, so it works on orders that already have a ticket, such as the marketplace's notification email.

Who may reply

Replies are an action like refunds. Who may take actions decides who sees the buttons: admin by default, or agent, custom role ids or group:<id>. Allow messages turns replies and new threads on or off for everyone.

What it costs

Wharfwell is $5 per agent per month, with every feature and up to five marketplaces, billed monthly by Zendesk with a 14-day trial. Details are in the Wharfwell documentation.