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Marketplace Routing

By default, Juble sends all incoming customer messages from your connected marketplaces to your helpdesk's primary inbox. However, if you manage multiple brands or have specialized teams (e.g., a dedicated Returns team or a UK vs. US support team), you can route specific marketplaces to specific inboxes.

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Why use Inbox Mapping?

  • Team Specialization: Route Amazon technical queries to your "Product Experts" inbox and Shopify sales queries to your "Sales" inbox.

  • Regional Organization: Keep your Amazon UK, eBay UK, and Etsy UK messages in a "UK Support" inbox.

  • Reduced Noise: Ensure agents only see the tickets relevant to their specific marketplace or region.

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How to Set Up Routing

  1. Open Helpdesk Settings: Navigate to your Settings and select your connected Helpdesk https://channels.juble.io/helpdeskarrow-up-right.

  2. Locate the Routing Table: Look for the Marketplace Routing section.

  3. Map Your Channels: You will see a list of all your connected marketplaces. For each marketplace, use the dropdown menu to select the specific destination inbox.

    • Example: Set Amazon US to route to "General Support" and Amazon UK to route to "International Support".

  4. Save Changes: Click the Save Settings button at the bottom of the page.

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Frequently Asked Questions

What happens if I don't map a marketplace? Any marketplace not specifically mapped in this table will continue to flow into your helpdesk's Default/Main Inbox.

Can I route one marketplace to multiple inboxes? Currently, Juble supports a 1-to-1 mapping. Each marketplace connection can be tied to exactly one destination inbox to ensure message consistency.

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