You answer buyers in the Reply box at the bottom of a ticket in the 3Dsellers Helpdesk. Type your message and click Reply to send it after a short Undo countdown, or click the Reply & Resolve icon to send it at once, resolve the ticket and open the next one. From the ticket you can also schedule a message for later or snooze the ticket, and from the Inbox list you can merge tickets.
⚠️ Reply & Resolve and Add Note send at once and cannot be undone. Only Reply (and Reply All on email tickets) gives you an Undo countdown, so read your message before you send it.
💡 Open the Helpdesk Inbox and click any ticket to see the Reply box.
In this article:
Where do I reply to a buyer in the 3Dsellers Helpdesk?
Every buyer conversation in the 3Dsellers Helpdesk is a ticket, and you reply from inside the ticket.
In the 3Dsellers menu on the far left, open Helpdesk and click Inbox.
Under Ticket status, click the status you want to work through, for example New Ticket.
Click a ticket in the list. The conversation opens with the Reply box at the bottom.
The Ticket status list shows New Ticket, System, To Do, Awaiting Reply, Resolved and any custom statuses (Urgent and VIP in the picture), plus Add Custom Status. More filters sit under General: All, Starred, Snoozed, Sent, Archived, Spam, Cases, Leads and Scheduled. See What is a Ticket Status? What does it do?.
What is in the Helpdesk Reply box?
The Reply box in a 3Dsellers Helpdesk ticket has two tabs at the top:
Reply (1) - your message to the buyer. The box reads Type # to add a saved reply: type # to pick one of your saved replies. See How to create a saved reply (message template) for Customer Service.
Note (2) - a note for your team, posted in the ticket. The box reads Type @ to mention a teammate, and you post it with Add Note. See How to add internal notes to your support tickets and buyers.
Some tickets change the tabs. eBay case tickets add a case tab, such as eBay Cancel, eBay Return, Shipping Inquiry or eBay Case. System tickets have no Reply tab.
What do the buttons under the Reply box do?
The strip at the bottom of the 3Dsellers Helpdesk Reply box holds four groups of buttons:
Add Emoji, Translate, Use Template and Add Image. Translate picks a language for your message (None switches it off), and a banner confirms it will be translated after it sends. Add Image takes up to 5 images at once.
The three AI buttons: Custom Prompt, Rephrase and Reply. Custom Prompt and Rephrase stay greyed out until you type at least 3 words; the AI Reply button reads the conversation and suggests a reply. On a narrow screen they become one AI menu. See AI-Powered Message Assistant | 3Dsellers.
Reply & Resolve - the icon button with a paper plane and a speech bubble with a check mark. It has no text label; point at it to see its name.
Reply - the main send button. Its arrow opens Schedule Message.
When the AI quick reply setting is on and your account has AI, a suggested reply can also appear above the box when the buyer wrote last.
Should I use Reply or Reply & Resolve?
Use Reply when you expect the conversation to continue, and Reply & Resolve when your answer closes it. The 3Dsellers Helpdesk send options compare like this:
Button | When it goes out | Undo | What happens next |
Reply | After the Undo countdown | Yes, until the countdown ends | You stay on the ticket |
Reply & Resolve (icon) | At once | No | The ticket is resolved and the next ticket opens |
Add Note (Note tab) | At once, for your team | No | You stay on the ticket |
Schedule Message (Reply arrow) | At the date and time you pick | Cancel or Reschedule in the ticket | The ticket shows under General > Scheduled |
How do I undo a reply I just sent?
After you click Reply in the 3Dsellers Helpdesk, your message appears in the conversation with Sending in and a countdown in seconds, next to an Undo link. It goes out when the countdown reaches 0.
Click Undo while the countdown is still running.
The message is removed from the conversation and its text goes back into the Reply box.
Edit the text and send it again.
Reply & Resolve and Add Note have no countdown and cannot be undone.
How do I change the Undo time?
The length of the Undo countdown is one setting for your whole 3Dsellers account.
In the Helpdesk Inbox left panel, open Settings and click Settings.
On the General tab, find Replies Settings.
In Set undo message time to, pick the number of seconds: none, 1, 2, 3, 4, 5, 10, 20 or 30.
Scroll down and click Save Settings.
The account in the picture uses 4 seconds; none makes Reply send at once with no Undo. If you have never saved this setting, pick a value and save it. The same block holds the Show AI quick reply suggestions above the reply box tick box. See 3Dsellers Helpdesk & CRM Settings Guide.
What are the keyboard shortcuts for replying?
The 3Dsellers Helpdesk has two send shortcuts. They use the Control key on every computer, including a Mac (not Cmd).
Shortcut | What it does |
Ctrl+Enter | Reply (with the Undo countdown). On the Note tab it adds the note. |
Ctrl+Shift+Enter | On the Reply tab, Reply & Resolve: sends at once with no Undo, resolves the ticket and opens the next one. |
How do I schedule a reply for later?
Schedule Message in the 3Dsellers Helpdesk lets you write a reply now and send it at a set time.
Type your message in the Reply box.
Click the arrow on the right of the Reply button and choose Schedule Message.
In the Schedule message window, check the Timezone: line.
Under Time and date:, click Select date and time and pick when it should go out.
Click Schedule Message.
The ticket then shows You have a scheduled message that will be sent at: with the date, the content and two links:
Reschedule - pick a new time and click Reschedule Message.
Cancel - confirm with Cancel message, or click Keep message to leave it as it is.
To find the tickets that have a scheduled message, open General in the Inbox left panel and click Scheduled.
How do I resolve a ticket or move to the next one?
The icons at the top right of a 3Dsellers Helpdesk ticket let you work through a status without going back to the list.
Previous ticket and Next ticket (1) - the arrows open the ticket before or after this one in the same status. At either end, the tooltip reads You are in the first ticket in this status or You are in the last ticket in this status.
Mark As Resolved (2) - the check mark resolves the ticket without sending a reply. On a resolved ticket it becomes an X, Mark As To Do.
How do I snooze a ticket until later?
Snoozing sets a 3Dsellers Helpdesk ticket aside under Snoozed, with the date and time it should be un-snoozed.
In the ticket, click the status next to Status: to open the status menu.
Click Snoozed. Every other status applies at once; Snoozed opens a window first.
Then fill in the Snooze Ticket window:
Click the field under When the ticket should be un-snoozed? (1). It starts empty and reads Select date and time.
Under Who should be notified? (2), choose one or more teammates in Choose Teammates. They get an email at the address registered with 3Dsellers.
Type a reason under Reason for snoozing the ticket: (3).
Click Snooze.
The date field opens a calendar. Pick a day, set the time in Select time (or click Now), and click OK.
Snoozed tickets wait under General > Snoozed in the Inbox left panel. To snooze several tickets, tick them in the Inbox and pick Snoozed from the status menu in the bar that appears.
How do I merge tickets?
Merge Tickets in the 3Dsellers Helpdesk combines several tickets into one.
In the Inbox, tick the tickets you want to merge.
Click the Merge Tickets icon in the bar that appears, or choose Merge Tickets from the ⋮ menu. In the table layout, it is under More > Merge Tickets.
In the Merge Tickets window, pick the tickets again, starting with the one to keep. Your first pick turns green; the others turn yellow and are combined into it.
Click Merge.
From then on you reply to and search for the green ticket. The window warns: Note: This action cannot be undone.
What are Reply All, Reply In Etsy and No Response Needed?
These buttons appear in the 3Dsellers Helpdesk Reply box only on some tickets:
Reply All - on email tickets with people in CC. It replies to the CC addresses and the sender.
Reply In Etsy - on some Etsy tickets. Some Etsy email tickets also lock the box with Please reply via Etsy. This Conversation cannot be replied via 3Dsellers at the moment.
No Response Needed - on some Amazon tickets. It opens the matching Amazon Seller Central page in a small pop-up window.
Troubleshooting
The Reply button is greyed out
The 3Dsellers Helpdesk send buttons stay greyed out while the Reply box is empty and has no image. The tooltip Send disabled - last message had the same content. means your text matches your last reply, so change it first. System tickets have no Reply tab at all.
I can't undo a reply I sent
In the 3Dsellers Helpdesk, Reply & Resolve and Add Note send at once and cannot be undone. Undo exists only for Reply (and Reply All), and only until the countdown reaches 0. If your Undo time is set to none, Reply also sends at once; change it under Settings > General > Set undo message time to.
Ctrl+Enter does nothing on my Mac
The 3Dsellers Helpdesk shortcuts use the Control key, not Cmd. Press Control+Enter to reply, or Control+Shift+Enter for Reply & Resolve.
The AI buttons are greyed out
Custom Prompt and Rephrase in the 3Dsellers Helpdesk Reply box need at least 3 words in the box first. Pointing at one shows Please enter at least 3 words before using AI Helper. If every AI button stays greyed out, point at one: the tooltip tells you when AI is not part of your plan.
I can't find my scheduled message or snoozed ticket
Open General in the 3Dsellers Helpdesk Inbox left panel. Tickets with a scheduled message are under Scheduled, and snoozed tickets are under Snoozed.
FAQ
Can I undo a reply after I send it in the 3Dsellers Helpdesk?
Yes - you can undo a reply in the 3Dsellers Helpdesk if you sent it with the Reply button. Click Undo before the Sending in countdown reaches 0, and the text goes back into the Reply box.
Can I undo Reply & Resolve?
No - Reply & Resolve in the 3Dsellers Helpdesk sends at once with no Undo, resolves the ticket and opens the next one. Add Note cannot be undone either.
What is the keyboard shortcut to send a reply?
Ctrl+Enter sends a reply in the 3Dsellers Helpdesk, and Ctrl+Shift+Enter sends it with Reply & Resolve. Use Control on a Mac too.
Can I schedule a reply to a buyer?
Yes - in the 3Dsellers Helpdesk, click the arrow on the Reply button, choose Schedule Message and pick a date and time. You can cancel or reschedule it from the ticket.
Who gets an email about a snoozed ticket?
The teammates you choose under Who should be notified? in the 3Dsellers Snooze Ticket window get an email at the address registered with 3Dsellers.
Can I undo a ticket merge?
No - Merge Tickets in the 3Dsellers Helpdesk cannot be undone. Check which ticket is green before you click Merge.