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.
Why use Inbox Mapping?
Section titled “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.
How to Set Up Routing
Section titled “How to Set Up Routing”- Open Helpdesk Settings: Navigate to your Settings and select your connected Helpdesk https://channels.juble.io/helpdesk.
- Locate the Routing Table: Look for the Marketplace Routing section.
- 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”.
- Save Changes: Click the Save Settings button at the bottom of the page.
Frequently Asked Questions
Section titled “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.