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Amazon by Knots
Answer Amazon Seller Central messages as Zendesk tickets
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KnotsAbout this app
Amazon support, natively in Zendesk
Amazon by Knots routes your Seller Central messages into Zendesk as structured tickets, with order context already attached, so your team handles the world's largest marketplace the same way they handle everything else.
How it works
When a buyer sends a message on Amazon, it arrives in Zendesk as a structured ticket with key order details already inside. Your team replies from Zendesk, and that reply routes back to Amazon and counts toward your 24-hour SLA. Multiple messages from the same buyer thread into one conversation, with no duplicates and no fragmented history.
One Zendesk instance handles multiple Amazon regions: DE, US, UK, ES, and more. All your existing Zendesk SLA rules and reporting apply to Amazon tickets from day one.
What your team gets
- Fast sync: Amazon messages arrive as Zendesk tickets within 3 minutes
- SLA tracking: Replies count toward Amazon's 24-hour SLA compliance
- Structured tickets: Map order number, ASIN, marketplace ID, and notification type to Zendesk ticket fields
- Correct threading: Messages from the same buyer stay in one conversation
- Multiple regions: DE, US, UK, ES, and more in a single Zendesk instance
- Works out of the box: Apply existing Zendesk views, macros, and reports
- Order context sidebar: Date, items, and price visible alongside every message
- Actively maintained: Updated as Amazon's API evolves
Who this is for
Amazon sellers who already manage support in Zendesk and want Amazon tickets handled the same way as every other channel. eCommerce brands managing support across multiple Amazon marketplaces. Support leaders who need their response time data to be accurate and reportable.
Setup and deployment
Basic messaging requires no SP-API credentials. Setup is completed in one onboarding call with Knots. The sidebar requires SP-API credentials, which can take a few days to obtain from Amazon. No changes to your existing Zendesk configuration.
From Knots
Knots builds workflow apps for Zendesk, purpose-built for specific, high-volume support use cases.
Questions? Reach out at zendesk@knots.io
Informatie over app
Installatie-instructies
Installation Instructions
Before you begin
A paid Amazon Seller Central account is required for the sidebar. Basic messaging works with a free account.
You can start receiving Amazon buyer messages in Zendesk without setting up an SP-API application. SP-API is only required for the order context sidebar. If you want to start with messaging only, skip to Step 2: Configure the channel app.
Step 1: Create an Amazon SP-API application (required for sidebar)
Register a developer account and create a private application by following Amazon's guide: https://developer.amazonservices.com/start/getting-started-for-private-developers
When selecting scopes, request the following roles:
| Role | What it covers |
|---|---|
| Direct-to-Consumer Shipping (Restricted) | Order information, recipient, order cancellation, refund |
| Tax Invoicing (Restricted) or Tax Remittance (Restricted) | Buyer information |
| Finance and Accounting | Refunds |
| Inventory and Order Tracking | Shipping, refunds, and cancellation |
Step 2: Configure the channel app
Make sure you are logged in to your Knots account at https://app.knots.io/settings/profile
Open your Zendesk instance where the app has been installed
Go to the Admin Center
- In the left sidebar, click Apps and integrations
- Click Channel apps
- Click Marketplace Channel Integration
- Select the Accounts tab
- Click Add account
- Click Continue in Knots
- In Integration name, enter something recognizable, for example: "Amazon North America"
- In Connector, select your SP-API connector. If you are starting with messaging only, select Create placeholder connector · AMAZON
- Check the Messages checkbox to receive buyer messages in Zendesk
Use the field mappings to save order data to Zendesk ticket fields
- Click Save and wait up to 30 seconds for the account to activate
You should now see an email address. Write it down. You will need it in Step 3.
- Click Continue to finish setup. This step is required.
Step 3: Configure Amazon notifications
Open Amazon Seller Central
Select the store you want to configure
- Go to Settings and then Notification preferences
- Find Buyer Messages in the list
- Click Edit
Set the email you wrote down before
- Click Save
Repeat Step 2 and Step 3 for each Amazon storefront you want to connect (for example: DE, US, UK, ES).
Questions? Contact us at zendesk@knots.io
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