A template is a saved reply in the 3Dsellers Helpdesk. You write it once on the Templates page, then insert it into any buyer reply, and 3Dsellers fills in the buyer's name, the order and the item for you. Open the left panel's Settings group in the Helpdesk and click Templates. Click Add template to write your own, or Use Pre-made Template to start from a ready-made one.
⚠️ A signature is not added to your replies automatically. A 3Dsellers Helpdesk signature appears only where your template contains the {signature} dynamic field. Without it, your reply goes out without a signature.
💡 Open Helpdesk → Templates to see your saved replies.
In this article:
Where do I find Helpdesk templates?
Helpdesk templates live on one page of the 3Dsellers Helpdesk, with two tabs: Templates and Signatures.
In the 3Dsellers menu on the far left, click Helpdesk.
In the Helpdesk left panel, open Settings and click Templates.
Stay on the Templates tab for saved replies. Click Signatures for signatures.
The Templates tab shows a table with Template Name, Template Text, Created at and Actions. Above it are Add template, Use Pre-made Template and a Search box. If you cannot see the Templates page, your 3Dsellers user may be missing the Templates permission.
How do I create a template?
You create a 3Dsellers Helpdesk template in a dialog with a name, a message and optional photos.
On the Templates tab, click Add template.
Type a Template name. Use a name you will recognise later, for example "Order shipped". Each name must be unique, so a name that already exists is rejected.
Type your reply in Message. The counter under the box, such as 0 / 2000, shows the limit: a template can hold up to 2000 characters of plain text.
To insert buyer or order details, click a name in the Dynamic fields: list on the right. 3Dsellers adds it to the message at the cursor, for example {buyer_name}.
Optional: click Add Photo to attach one or more images to the template.
Click Save. The template appears in the table. Click Cancel to close the dialog without saving.
⭐ Titles as shown on screen: the dialog opened with Add template is titled Edit template, and an existing template opened with the pencil is titled Create template. Both open the same dialog with the same fields, and Save saves your template either way.
Under the message box, Get Free Message Templates opens 3Dsellers' free collection of message templates in a new tab, handy for ideas.
Can I start from a pre-made template?
Yes. The 3Dsellers Helpdesk has seven ready-made templates you can copy into your own list and then change.
On the Templates tab, click Use Pre-made Template.
Read the previews in Use Pre-made Email Templates. Each card shows a name and the first lines of the text.
Click Select on the card you want. The template dialog opens with the name and message already filled in.
Edit the text if you like, then click Save. Nothing is saved to your list until you click Save.
The seven pre-made templates are:
Can I return the item? - ebay
Feedback Request
How to leave positive feedback? - ebay
Order Shipped
Thank you for your Purchase
Where is my order? (Delay)
Where is my order? (Product shipped)
If you would rather write your own, click Or Create A Custom Message » at the bottom of the dialog. The pre-made list is fixed, so changes you make apply to your own copy only. None of the pre-made texts contains the {signature} field, so add it yourself if you want a signature. Several pre-made texts use {item_title}, which is not in the Dynamic fields list, so replace it with {item_name} (Item Name) before you save.
What are dynamic fields and how do they fill in?
Dynamic fields are placeholders in curly braces, such as {buyer_name}, that the 3Dsellers Helpdesk replaces with real details from the buyer's order when you insert the template into a reply. Click any name in the Dynamic fields: list in the template dialog to add it to your message.
Point at the info icon next to Dynamic fields: to read the explanation: click to add this information to the templates, and it fills in automatically based on the buyer and order.
Scroll the list for the rest. These are the fields in the list, grouped here for reading:
Group | Dynamic fields |
Buyer | Buyer Name, First Name, Buyer First Name, Buyer Username |
You and your signature | User First Name, User Last Name, User First Name Short, User Last Name Short, Signature |
Item | Sku, Item Name, Item Id, Item Link, Variation Specifics |
Order | Order Id, Transaction Id, Conversation Id, Order Date, Order Quantity, Order Sub Total, Order Total, Order Refund Total, Order Final Value Fee, Order Shipping Price, Order Tax Amount |
Shipping address | Shipping Name, Shipping Address, Shipping Street, Shipping City, Shipping State Or Province, Shipping Postal Code, Shipping Country |
Shipping and delivery | Courier, Carrier Phone, Tracking Number, Tracking Link, Dispatch Date, Handle By Date, Estimated Delivery Date, Min Est Delivery Date, Max Est Delivery Date |
Links and store | Feedback Link, Item Feedback Link, Store Name, Store Url, Contact Url |
How do dynamic fields fill in?
3Dsellers fills the fields when you insert the template into a reply, not when you send it. You can still edit the text before sending.
Buyer Name prints the buyer's name with a capital first letter. First Name and Buyer First Name print the first word of it.
User First Name and User Last Name print the name of the teammate who is logged in. The Short versions print the initial followed by a full stop.
Dispatch Date and Handle By Date print the date, the time and a time zone. The delivery date fields print the date only.
Contact Url prints the eBay contact-seller link, and Feedback Link and Item Feedback Link print the eBay leave-feedback link for that item.
A field that is in the list but has no data on that order is replaced with empty text.
A word in braces that is not in the list, for example {my_note}, stays exactly as you typed it.
For the dynamic fields used by Auto Messages, see How to Use Dynamic Fields (placeholders) to Personalize Auto Messages.
How do I edit, favourite, search or delete a template?
Every row of the 3Dsellers Helpdesk Templates table has three icon buttons in the Actions column.
Pencil - opens the template in the dialog. Change the name, message or photos and click Save.
Trash - deletes the template. A Warning box asks Are you sure you want to delete template "name"?. Click Yes, delete to remove it or Cancel to keep it.
Star - marks the template as a favourite (a filled star). Click it again to unmark it. The star saves at once, with no confirmation.
Click Template Name or Created at in the table header to sort the list. Type in the Search box to find a template by its name.
How do I use a template in a reply?
You insert a template from the Reply box at the bottom of a ticket in the 3Dsellers Helpdesk. Nothing is sent when you insert it; you read the filled-in text, change it if you like, then send the reply as usual. For the Reply box itself, see Helpdesk Replies: Undo, Reply & Resolve, Schedule, Snooze.
Option 1: the Use Template button
Open a ticket from the Helpdesk Inbox and click in the Reply box.
Click the Use Template icon in the toolbar. It is an icon with no text label; point at it to see the tooltip.
In the Saved Templates pop-over, type in the search box to find a template by its name or by words in its message.
Click the template. Its text is added to the reply with the dynamic fields filled in.
If you already typed text in the Reply box, the Use Template button adds the template after it, on a new line. It does not replace what you wrote.
The pop-over has a Manage link that takes you to the Templates page. Each row also has a small pencil that opens the template for editing without leaving the ticket.
Option 2: type #
In the Reply box, type #. The box hint reads Type # to add a saved reply.
Keep typing letters from the template's name or from its message. The list narrows as you type; favourites show a star.
Click the template you want to insert it.
Photos attached to the template are added to the reply.
Typing # also works in the reply forms for eBay cases, returns and inquiries.
How do I add a signature to my templates?
A signature is a block of text, such as your name and shop name, that the 3Dsellers Helpdesk adds wherever your template contains {signature}. Each signature belongs to one of your selling accounts.
Step 1: create the signature
On the Templates page, click the Signatures tab.
Click Create Signature.
Type a Name for the signature.
Under Select account:, choose the selling account this signature is for.
Type the signature text in Content:. The four fields User First Name, User Last Name, User First Name Short and User Last Name Short can be clicked to add them.
Click Save.
The table lists each signature with Name, Created At, Updated At, Account and Actions. Use the pencil to edit a signature and the trash icon to delete it; deleting asks you to confirm. The tab's intro line says signatures are sent automatically at the end of your messages, but they are only added where {signature} is in the template.
Step 2: put {signature} in your template
Open the template with the pencil icon.
Click your cursor where the signature should go, usually at the end.
Click Signature in the Dynamic fields: list. {signature} is added to the message.
Click Save.
When you insert that template into a reply, 3Dsellers replaces {signature} with the signature that belongs to the selling account of the ticket's order. If that account has no signature, {signature} is replaced with empty text and the reply has no signature.
Troubleshooting
My signature does not appear in the reply
A 3Dsellers Helpdesk signature is not added automatically. Open the template and check that it contains {signature}. Then check the Signatures tab: the signature must be created for the same selling account as the order on the ticket.
My reply shows {something} in curly braces
A word in braces that is not in the Dynamic fields list is left as you typed it. Open the template and replace it with a name from the list, or remove the braces.
A dynamic field printed nothing
The order has no data for that field, so 3Dsellers replaced it with empty text. Check the text around it before you send.
Template with this name already exists
Each template name must be unique. Choose a different name in Template name.
Typing # shows no templates
Check that you saved the template, and keep typing letters from its name or message. Open the Templates page to see your list.
FAQ
Where are the Helpdesk templates in 3Dsellers?
Go to Helpdesk, open Settings in the left panel and click Templates. The page has a Templates tab and a Signatures tab.
Does a 3Dsellers Helpdesk signature get added automatically?
No - a signature is added only where the template contains the {signature} dynamic field. Without that field the reply has no signature.
How long can a Helpdesk template be?
A 3Dsellers Helpdesk template can hold up to 2000 characters of plain text.
Does inserting a template send the reply?
No - inserting a template only adds its text to the Reply box with the dynamic fields filled in. You can edit the text and then send.
Does a template replace the text I already typed?
No - when you use the Use Template button, the 3Dsellers Helpdesk adds the template after what you already typed, on a new line.
Can I change the pre-made templates?
The pre-made list itself is fixed. Select one, edit the copy in the dialog and click Save to keep your own version.
What does the star on a template do?
The star marks the template as a favourite in the 3Dsellers Helpdesk. It saves as soon as you click it.