3Dsellers offers two main products — the eBay Suite and the Helpdesk. Each one uses a different type of user role. While both roles relate to people helping run your business, they grant access to different tools.
This guide explains:
Teammates vs. Agents: What’s the Difference?
Understanding User Roles in the 3Dsellers Platform
3Dsellers offers two main products—the eBay Suite and the Helpdesk—and each product has its own type of user role. Although both roles relate to people who help manage your business, they serve different purposes depending on the tools and features you use.
This article explains the difference between Teammates and Agents, how they interact, and how to assign the right access to the right users.
👥 What Are Teammates? (eBay Suite)
Teammates are users you add to your eBay Suite plan. These team members can assist with managing your eCommerce operations, including:
Listings management
Listing templates
Feedback management
Auto messages
Orders (depending on permissions)
Other eBay Suite tools and settings
Teammates do not automatically gain access to customer communication features. Their access is limited to the eBay Suite unless they are also assigned as Agents.
➡ You can manage Teammates here.
⚙️ Teammate Permissions (Important)
Every Teammate can be given custom permissions, so you control exactly what they can access.
For example, you can allow a teammate to:
manage listings, but not policies
manage templates but not feedback
access one eBay account but not another
To learn how to add Teammates and configure permissions, see this guide: Teammates How to Add Users & Set Permissions
🧑💼 What Are Agents? (Helpdesk)
Agents are users who have access to the Helpdesk, which is a separate customer-service product designed to centralize and streamline buyer communications.
Agents can:
View and respond to buyer messages
Access shared inboxes and ticket tools
Use Helpdesk automations and rules
Participate in customer-service workflows
Manage tickets across multiple marketplaces and channels
To be an Agent, a user must have a paid Helpdesk seat. Agents are essentially Teammates who have been upgraded with Helpdesk access.
➡ You can manage Agents here.
👥 How Teammates and Agents Work Together
Every user you add to 3Dsellers starts as a Teammate on your eBay Suite plan.
Teammates can manage listings and other eBay Suite tools, based on the permissions you give them.
If you also want a teammate to reply to buyers and manage customer service, you must give them Helpdesk access by assigning an Agent seat.
In short:
Teammate = works in the eBay Suite (listings, templates, feedback, etc.)
Agent = a teammate who also has Helpdesk access to answer messages
No Helpdesk seat = no buyer messaging access
So, an Agent is simply a teammate with Helpdesk enabled.
💡 How to Turn a Teammate Into a Helpdesk Agent
If you want one of your Teammates to handle buyer messages or use any Helpdesk features, you’ll need to assign them an Agent seat. This gives them access to your Helpdesk inbox, tickets, automations, and customer-service tools.
Follow these steps:
Go to Teammates section
You will see a list of all your existing Teammates.
Locate the teammate you want to give Helpdesk access to.
In the “Helpdesk Agent” column (shown on the right side of the table), toggle the switch ON.
The toggle controls whether that Teammate also becomes a Helpdesk Agent.
When turned on, the user will immediately receive Helpdesk access.
If you don’t have available Agent seats, the system will prompt you to purchase additional Helpdesk seats before you can enable access.
You can turn the toggle OFF at any time to remove Helpdesk access and free up a seat for another Teammate.
This allows you to control exactly who can view and respond to buyer messages, while still allowing others to remain Teammates for operational tasks only.
💰 Pricing & Seats (Quick Explanation)
Teammates (eBay Suite)
Your eBay Suite plan includes a teammate limit:
Essential plan: 1 teammate
Growth plan: 2 teammates
Professional plan: unlimited teammates
So the number of teammates you can add depends on your eBay Suite plan.
Agents (Helpdesk)
Helpdesk seats are purchased separately from the eBay Suite.
You can buy Helpdesk seats for as many teammates as you need
Only teammates with a Helpdesk seat become Agents
Seats can be reassigned anytime by toggling Agent access ON/OFF
❓Do I Need to Pay Separately for Agents?
Yes.
The Helpdesk is a separate product from the eBay Suite, so user seats for the Helpdesk are purchased independently.
You can:
Buy Helpdesk seats for as many Teammates as you need
Assign or remove Agent access at any time
Reuse seats by reassigning them to different Teammates
➡ Want to compare plans or add Helpdesk seats?
You can view all pricing options and upgrade anytime here.
🧠 Common Use Cases
Scenario 1: Operational Staff Only
You want staff to manage listings and templates, but not messages.
➡ Add them as Teammates only.
Scenario 2: Customer Support Team
You want staff to answer buyer messages.
➡ Add them as Teammates, then assign them Agent seats.
Scenario 3: Mixed Roles
Some employees manage operations while others handle customer service.
➡ Add everyone as Teammates, then assign Agent seats only to those who need Helpdesk access.
Summary
Feature / Access | Teammate (eBay Suite) | Agent (Helpdesk) |
Listings Tools | ✔️ | ✔️ |
Templates & Feedback | ✔️ | ✔️ |
Buyer Messages | ❌ | ✔️ |
Ticket Management | ❌ | ✔️ |
Separate Subscription Needed | No | Yes |
Need Help?
If you're unsure how many seats you need or want help configuring your team, feel free to reach out to our support team. We're happy to assist!