The 3Dsellers Helpdesk sidebar menu allows you and your team to quickly organize, filter, and manage customer conversations across all connected selling channels.
This guide explains each section of the left menu and how to use it efficiently.
🔄 Choose Account
At the very top of the Helpdesk, you can select the selling account you want to work with.
Filters the inbox by channel and account (eBay store, marketplace, etc.)
Only conversations related to the selected account will be displayed
Ideal for sellers managing multiple stores or regions
💡 Tip: Always verify the selected account before replying to avoid responding from the wrong store.
🎟️ Ticket Status
The Ticket Status section includes the main workflow filters used to manage conversations based on their current status.
Default Ticket Status Filters
New Ticket – Newly received messages that haven’t been handled yet
System – System-generated messages and notifications
To Do – Tickets that require action or follow-up
Awaiting Reply – Waiting for a customer response
Resolved – Completed conversations
➕ Add Custom Status
You can also create custom ticket statuses to match your team’s workflow (for example: Refund Requested, Waiting for Tracking, Escalated, VIP).
To add a custom status:
In the Ticket Status section, click Add Custom Status
Enter the status name
Save
Your new status will appear in the Ticket Status list and can be used like any other status for organizing and tracking conversations.
📂 General
The General section includes commonly used inbox folders and additional organizational views.
General Filters
All – All tickets regardless of status
Starred – Tickets you’ve manually starred for quick access
Snoozed – Tickets temporarily hidden until a later time
Sent – Conversations you’ve replied to
Archived – Closed or archived conversations
⭐ Tip: Use Starred for high-priority buyers or sensitive cases you want to keep visible.
🧩 Custom Filters (Views)
Custom Filters allow you to build personalized views based on your support workflow.
With custom filters, you can:
Filter by ticket status, account, tags, buyer, or other attributes
Create role-specific views (e.g., escalations, refunds, VIP buyers)
Save time by accessing frequently used ticket groups instantly
To create a custom filter:
Click Create View
Define your filter conditions
Save the view for future use
👥 Team Members
The Team Members section helps distribute and track support workload across your team.
Available Team Filters
You – Tickets assigned to you
Unassigned – Tickets not yet assigned to a teammate
Individual Teammates – View tickets assigned to each user
@Mentions – Tickets where you were mentioned in internal notes
💬 Mentions are useful for collaboration and internal escalation without notifying the buyer.
This section becomes available once teammates are added and granted Customer Service access.
⚙️ Settings & Tools
At the bottom of the sidebar, you’ll find Helpdesk configuration and productivity tools.
Available Options
Settings – General Helpdesk settings
Re-Import Messages – Re-sync messages from connected channels
Statistics – Performance and response metrics
Templates – Saved reply templates
Auto Responders – Automated responses
AI Prompt Templates – AI-powered response prompts
Rules & Automations – Workflow automation rules
Request Feature – Submit product feedback
Help Center – Access documentation and guides
✅ Best Practices
Always confirm the selected account before responding
Use Ticket Statuses to keep workflows clean and organized
Create Custom Filters for repetitive support scenarios
Assign tickets to teammates to improve accountability
Use Mentions for internal collaboration without customer visibility
Regularly review Snoozed and Archived folders
📧 Need Help?
If you have any questions or need assistance, feel free to contact us anytime at
[email protected]