By connecting your Etsy account to eDesk, you will get notified of customer messages in the form of tickets where you can assign it to agents, add SLA and order notes, and attach an order number so you can manage them directly within eDesk.
Before you start
- You’ll need an Admin login to eDesk. If you don’t have an Admin login, you can request one from an Admin user within your business.
- You'll need an Etsy shop. To find out how to create one, click here.
Important Note: due to limitations on Etsy's API, it's not yet possible to respond to your customers directly within eDesk but you will be able to respond within your Etsy account.
01 How do I connect Etsy in eDesk?
- Go to the App Store and click the Etsy tile in the Marketplaces category.
- The App page for Etsy provides an Overview of how the channel works with eDesk. Click Install App to go ahead and install your Etsy account.
- Click Authorize eDesk.
- Next, you'll be redirected to your Etsy store, where you will complete the process. Click Next.
02 Connecting your Etsy shop
1. Login to Etsy.
2. Next, you will be asked to approve xSellco (eDesk) as an application.
If everything went fine, your Etsy account will now be set up and orders from the past will get imported into your eDesk account through the API. The next step will be to set up email forwarding so that incoming queries can be received directly.
03 Setting up email forwarding
Mail forwarding allows you to receive and send emails from your eDesk account to create a shared, centralized inbox for your customer support team.
This step is very important as it will allow you to view all your customer queries from Etsy within eDesk.
You first need to select the support email provider for the channel you’re trying to connect. After that, simply follow the relevant information on-screen or consult the help files below.
Note: if you’re getting an error message advising you that you cannot use the same email address twice, click here to resolve it.
04 Replying to Etsy messages
Important Note: due to limitations on Etsy's API, it's only possible to respond to your customer's messages through Etsy itself at the moment.
Whenever you receive a new customer message, it will get imported directly into eDesk so you can see it in your Mailbox.
When you want to reply to this customer, you will simply need to click on the Reply to orange button within the message in eDesk:
This will then open your Etsy account where you'll be able to send your customer a reply.
We're hoping to make changes to this and allow you to respond to Etsy queries directly within eDesk as soon as Etsy update their API.
05 Where do I see data from Etsy in eDesk?
Now that you successfully connected your Etsy store, we will import data directly into your eDesk account.
You will be able to see all your buyer messages on the Mailbox screen.
You will see the Etsy data related to each ticket on the right-hand side:
Note: because of an API limitation with Etsy, orders will not be automatically attached to tickets and must be added manually.
And you also will be able to consult all your Etsy orders directly on the Orders screen in eDesk:
Further Readings
If you would like to find out more about connecting Amazon with eDesk, click here.
If you would be interested in learning more about connecting eBay with eDesk, click here.
