The Helpdesk & CRM Settings page lets you customize how your team works with buyer messages, tickets, SLAs, business hours, and notifications. These settings affect inbox behavior, automation timing, and how agents are alerted to new activity.
You can access these settings from:
Helpdesk → Settings → Settings
The settings are divided into three tabs:
Note: These Helpdesk & CRM settings apply globally to your account and affect all integrated channels/marketplaces & teammates connected to 3Dsellers (for example eBay, Amazon, Walmart, Shopify, etc.). Changes here will impact how tickets and messages are handled across every channel.
1. General Settings
This tab controls your Helpdesk default behavior, reply handling, and ticket workflow rules.
Timezone
Choose the timezone your Helpdesk will use for time-based features, including SLAs and business hours.
Why it matters: SLA timers and business hours are calculated based on this timezone.
Tip: Set this to the timezone where your support team operates.
Replies Settings
These options control how outgoing messages work.
🟦 Add delay for auto responders
Select a delay before automated replies are sent.
Helps avoid instant auto-replies that feel robotic.
Useful if you want a more natural response window.
🟦 Set undo message time
Pick how many seconds you have to undo (cancel) a message right after sending it.
Great for catching typos or wrong templates before they go out.
🟦 Send copy of my sent eBay messages to my email by default
When enabled, a copy of each outgoing message will be emailed to you automatically.
Recommended if you want an extra audit trail or to monitor communication externally.
🟦 New replies location
Choose how updated tickets are displayed:
Keep messages with new replies in their original place
Tickets stay where they are in the list.Move messages with new replies to the top of the list
Active conversations jump to the top automatically.
✅ Best practice: Most teams choose Move to top, so fresh activity is always visible.
Ticket Settings
These settings control ticket assignment, case handling, and inbox visibility.
🟩 When I reply to an unassigned ticket, automatically assign it to me
If you answer a ticket that no one owns yet, the system assigns it to you.
Prevents multiple agents replying to the same buyer.
Helps establish ownership automatically.
Conversations assigned to you will be visible in your own folder.
🟩 When there is update in eBay Case mark ticket as new ticket
If eBay updates a case, Helpdesk treats it as a fresh/new ticket.
Ensures case updates don’t get missed.
Useful for fast case tracking.
🟩 When there is a new message from eBay regarding a case move message to new ticket
If enabled, new case-related messages are separated into a new ticket thread.
Helps keep case communication clean and easier to manage.
🟩 Auto archive tickets that are not active in the last X days
Automatically archives tickets after a chosen inactivity period.
Keeps your inbox clean and focused on active buyers.
You can still access archived tickets via filters.
🟩 Hide cases by default
When enabled, eBay “cases” are hidden unless you manually filter to show them.
Good if you want your inbox focused on messages only.
🟩 Show messages for a current account by default
If you manage multiple marketplaces/accounts, this keeps the inbox filtered to the currently selected account.
Helps avoid mixing conversations across stores.
Recommended for multi-store sellers.
❗ Save Settings (Important)
Always click Save Settings after making changes in this tab.
2. SLA & Business Hours
This tab controls SLA timers and defines business hours for your Helpdesk.
SLA Settings
Company Timer (default)
Sets a global SLA for your business.
Example: “Respond within 24 hours during business hours.”
SLA countdown pauses outside defined business hours.
Individual Marketplace Timer
Optionally apply different SLA timers per marketplace (if your workflow requires it).
✅ Recommendation: Use Company Timer unless your marketplaces require different response rules.
Business Hours
Define when your support team is considered “available.”
For each day you can:
Toggle the day On/Off
Set From / To hours
SLA timers only count during these hours.
Example use case:
Monday–Friday On: 08:00–17:00
Weekend Off
→ SLA time pauses on Saturday/Sunday automatically.
❗ Save Settings (Important)
Click Save Changes whenever you edit SLA or hour settings.
3. Notifications
This tab controls browser push notifications for agents.
Send notifications when…
🔔 A new message arrives in my personal inbox
You get notified only when a ticket is assigned directly to you.
🔔 A message arrives in any inbox
You get notified for activity in shared/team inboxes too.
🔔 Someone tags me in a conversation
You get alerted when a teammate mentions you inside a ticket.
Notification Buttons
Save Settings
Applies your chosen notification rules.
Send Notification
Sends a test notification to confirm push alerts are working.
Disable Push Notifications
Turns off browser notifications completely.
✅ Tip: If notifications don’t appear, ensure browser permissions allow notifications for 3Dsellers.
💡 Best-Practice Setup (Quick Recommendations)
If you’re unsure how to configure settings, here’s a solid default setup:
Timezone: your team’s local timezone
Replies location: Move new replies to top
Auto-assign on reply: On
Auto-archive: 7–14 days
Hide cases: optional depending on workflow
SLA: Company timer enabled
Business hours: match your real support hours
Notifications: personal inbox + tags (and shared inbox if your agents share workload)
Need Help?
If you'd like help configuring the best setup for your team or marketplaces, reach out to 3Dsellers Support — we’ll be happy to guide you.