Overview
3Dsellers Hepldesk CRM Views and Filters empower your customer support team to organize, prioritize, and efficiently manage conversations across all your selling channels. By creating custom saved views with advanced filtering options, you can quickly access the conversations that matter most, reduce response times, and ensure no customer inquiry goes unanswered. Whether you need to filter by order status, channel, ticket priority, or customer history, the Views and Filters system provides the flexibility to customize your workspace exactly how your team works best.
Note: To create and manage CRM Views and Filters, you must have access to the Helpdesk feature within your 3Dsellers account.
How to Access Views and Filters
Log in to your 3Dsellers account
Navigate to Helpdesk from the main menu
Click on Inbox in the Helpdesk sidebar
In the left sidebar, scroll down to the Views section
Click + Create View to create a new custom view
Creating a Custom View
Custom views allow you to save frequently used filter combinations for quick access. Here's how to create one:
In the Inbox, click + Create View in the Views section
Enter a descriptive name for your view (e.g., "Urgent eBay Orders" or "Unreplied VIP Customers")
Click Filter to add your first filter condition
Select a filter field from the dropdown (e.g., Channel, Ticket Status, Assigned To, Order Status)
Choose a condition (e.g., "is", "contains", "is not", "is greater than")
Enter or select the filter value
Click Add Filter to add additional filter conditions if needed
Optionally check Show unread messages only to filter for unread conversations
Click Create to save your view
Your new view will appear in the Views section and can be accessed with a single click.
Available Filter Options
The 3Dsellers CRM provides extensive filtering capabilities across multiple categories:
Message Filters
Message Contents: Search within message text
From Name: Filter by sender's name
From Email: Filter by sender's email address
From Username: Filter by sender's username
Subject: Filter by message subject line
Last Message Content: Filter by the content of the most recent message
Buyer Reply: Filter for messages where buyer has replied
Seller Reply: Filter for messages where seller has replied
Ticket Filters
Ticket Data: Filter by ticket metadata
Ticket Type: Filter by conversation type (e.g., Question, Case, Return)
Ticket Status: Filter by status (e.g., Resolved, Urgent, VIP, or custom statuses)
First Message Date: Filter by when the conversation started
Last Message Date: Filter by the most recent message timestamp
Tags: Filter by assigned tags
Account and Team Filters
Channel: Filter by selling channel (eBay, Amazon, Shopify, etc.)
Account Name: Filter by specific marketplace or store account
Assigned To: Filter by team member assigned to the ticket
Order Filters
Order Details: Filter by order information
Order ID: Filter by specific order number
Order Status: Filter by order status (Pending, Shipped, Delivered, etc.)
Order Date: Filter by when the order was placed
Shipping Date: Filter by shipping date
State / Province: Filter by customer location
Country: Filter by customer country
Phone: Filter by customer phone number
Total orders from buyer: Filter by customer order history
Item Filters
Item Details: Filter by product information
Item ID: Filter by specific item identifier
eBay Item Title: Filter by eBay listing title
Item Title: Filter by product title
Variation SKU: Filter by product variation SKU
SKU: Filter by product SKU
Useful Filter View Examples
Here are practical use cases for creating custom views that can improve your team's efficiency:
1. Urgent High-Value Orders
Use Case: Prioritize conversations related to high-value orders that need immediate attention.
Filters:
Ticket Status: is Urgent
Order Details: is greater than $500
Show unread messages only: Enabled
2. Unreplied VIP Customers
Use Case: Ensure your most valuable customers receive prompt responses.
Filters:
Ticket Status: is VIP
Buyer Reply: is Yes
Seller Reply: is No
Last Message Date: is less than 24 hours ago
3. eBay Returns and Cases
Use Case: Quickly access all eBay-related returns and cases that need resolution.
Filters:
Channel: is eBay
Ticket Type: is Case (or contains "Return")
Ticket Status: is not Resolved
4. Overdue Conversations by Channel
Use Case: Identify conversations that haven't been responded to within your SLA timeframe.
Filters:
Channel: is [Your Primary Channel]
Last Message Date: is greater than 48 hours ago
Seller Reply: is No
Show unread messages only: Enabled
5. New Customer Inquiries
Use Case: Focus on first-time buyers who may need extra support.
Filters:
Total orders from buyer: is 1
Ticket Type: is Question
Show unread messages only: Enabled
6. International Shipping Inquiries
Use Case: Handle shipping questions from international customers separately.
Filters:
Country: is not United States
Message Contents: contains "shipping" OR "delivery" OR "tracking"
Ticket Status: is not Resolved
7. Product-Specific Support
Use Case: Create views for conversations about specific product categories or SKUs.
Filters:
Item Title: contains [Product Category or Name]
OR SKU: is [Specific SKU]
Ticket Status: is not Resolved
8. Team Member Workload
Use Case: Monitor and balance ticket assignments across your team.
Filters:
Assigned To: is [Team Member Name]
Ticket Status: is not Resolved
Show unread messages only: Enabled
Sorting and Organizing Views
In addition to filtering, you can sort conversations within your views:
Newest: Show most recent conversations first
Oldest: Show oldest conversations first
Starred first: Prioritize starred conversations
Time Left: Sort by SLA countdown timer
Channel: Group by selling channel
Ticket Type: Group by conversation type
Assigned To: Group by team member
Unread Tickets First: Show unread conversations at the top
Read Tickets First: Show read conversations at the top
Unreplied Tickets First: Prioritize conversations without seller replies
Replied Tickets First: Show conversations with seller replies first
Managing Your Views
Once you've created views, you can manage them efficiently:
Editing a View
Right-click on the view name in the Views section
Select Edit from the context menu
Modify the view name, filters, or settings
Click Save to update the view
Duplicating a View
Right-click on the view you want to duplicate
Select Duplicate from the context menu
A copy of the view will be created with "(copy)" appended to the name
Edit the duplicate to create a variation of the original view
Deleting a View
Right-click on the view you want to delete
Select Delete from the context menu
Confirm the deletion
Sharing Views with Your Team
While views are currently personal to each team member, you can share view configurations with your team by:
Documenting view settings: Create a shared document listing the filter combinations for common views
Naming conventions: Use consistent naming patterns (e.g., "Team - Urgent Orders", "Team - VIP Customers") so team members can easily recreate similar views
Training sessions: Walk your team through creating the most important views during onboarding
Best practices guide: Maintain an internal guide with recommended views for different roles (e.g., sales team views, logistics team views, general support views)
Best Practices
Start with common queries: Create views for the conversations you access most frequently
Use descriptive names: Name your views clearly so you can quickly identify their purpose (e.g., "Urgent eBay Cases" is better than "View 1")
Combine multiple filters: Use multiple filter conditions to create highly specific views that surface exactly what you need
Regularly review and update: Periodically review your views and update or delete ones that are no longer useful
Organize by priority: Create views that align with your SLA requirements and business priorities
Use unread filter: Enable "Show unread messages only" for views focused on new conversations that need attention
Test your filters: After creating a view, review the results to ensure the filters are working as expected
Troubleshooting
My view isn't showing any conversations. What should I do?
If your view returns no results:
Check that your filter conditions aren't too restrictive - try removing one filter at a time to see which condition is causing the issue
Verify that the filter values match actual data in your conversations (e.g., check spelling of channel names, ticket statuses)
Ensure "Show unread messages only" isn't filtering out all conversations if you're looking for read messages
Try creating a simpler view with fewer filters first, then add complexity gradually
Can I use multiple conditions with "OR" logic?
Currently, filters within a view use "AND" logic (all conditions must be met). To create an "OR" scenario, create separate views for each condition and switch between them, or use broader filter criteria that encompass multiple scenarios.
How many views can I create?
You can create unlimited custom views. However, for better organization, consider consolidating similar views and using clear naming conventions to avoid clutter.
Can I set a view as my default inbox view?
While you cannot set a custom view as the default, you can quickly access your most-used views from the Views section in the sidebar. Consider pinning or starring your most important views for easy access.
Do views update in real-time?
Yes, views update automatically as new conversations arrive and existing conversations change. Refresh your view or navigate away and back to see the latest results.
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