HELPDESK
Manage eBay, Amazon, Shopify and email customer messages in one inbox with the 3Dsellers Helpdesk and CRM.
By Amit and 3 others4 authors27 articles
- 3Dsellers Customer Service overview - Helpdesk and email CRMOrganize your support with all of your messages in one place. Use automation, templates, & more to save your team countless hours of work.
- Helpdesk Replies: Undo, Reply & Resolve, Schedule, SnoozeAnswer eBay buyers from the 3Dsellers Helpdesk Reply box, undo a reply before it sends, schedule messages and snooze tickets until you need them.
- 3Dsellers Helpdesk & CRM Settings GuideAdjust Helpdesk and CRM settings for reply behavior, ticket workflow, SLA timers, business hours and notifications so your support team works faster.
AI Helpdesk Features
Helpdesk AI Features
- AI-Powered Message Assistant | 3DsellersUse the AI Message Assistant in 3Dsellers to draft replies, fix tone and grammar, translate, summarize conversations and get reply suggestions.
- Multilingual Customer Support and TranslationTranslate incoming messages, reply in each customer's language and configure translation settings for multilingual support in the 3Dsellers Helpdesk.
- AI Prompts for CRM & Helpdesk | 3DsellersCreate, customize and reuse AI Prompts in the 3Dsellers CRM to train AI on your brand voice and standardize customer replies.
- How to show current account messages by defaultIn Customer Service, you can set your inbox to display only tickets from the current selected account, instead of "all accounts"
- Tour of left menu filters for Customer Service HelpdeskThe Left Menu of your Customer Service inbox provides optimum organization: view tickets by status, accounts, teammate, & more
- What is a Ticket Status? What does it do?What each 3Dsellers Helpdesk ticket status means, from New and To Do to Awaiting Reply, Resolved, Snoozed and Archived, and how to set them.
- How to use Ticket Types to keep your support organizedSort your eBay and Amazon support inbox in 3Dsellers with ticket types, assigned automatically for system messages or set by your team.
- How to use Tags to keep your Customer Service tickets organizedOrganize the 3Dsellers Helpdesk with ticket tags: add or remove them in bulk from your inbox and use them to find conversations later.
- Helpdesk CRM Views and FiltersCreate saved views with advanced filters to organize, prioritize and manage customer conversations across channels in the 3Dsellers Helpdesk.
- How to add a signature to Customer Service template repliesA 3Dsellers Helpdesk signature is added to a reply only where your template contains {signature}. Steps are in the Helpdesk templates guide.
- Helpdesk Templates: Saved Replies, Fields, SignaturesCreate saved reply templates in the 3Dsellers Helpdesk for eBay buyers, fill in buyer and order details with dynamic fields, and add a signature.
- How to add internal notes to your support tickets and buyersYou and your team can save time by leaving notes directly in a support ticket conversation for questions & important buyer/conversation info
SMTP & Email Forwarding
Helpdesk SMTP & Forwarding for Multichannel
- Email Forwarding for Amazon, Shopify, Woo and Etsy Customer ServiceAfter connecting your account, set up email forwarding (from your accounts page) to begin managing customer service messages with 3Dsellers.
- Email Integration - SMTP & ForwardingConnect your sales and support email to 3Dsellers with SMTP or forwarding, including Gmail, Outlook, Microsoft 365, Yahoo and cPanel setup.
- eBay Cases - what each Activity Type and Status meansWhat each eBay case activity type and status means in 3Dsellers, from buyer cancellation requests to seller approvals and refund confirmations.
- How to issue refunds and handle replacement cases in your support inboxHandle eBay return, refund and replacement cases from the 3Dsellers Helpdesk inbox or the Resolution Center, with each case status explained.
- How to mention (tag) teammates (users) in notesMention a teammate with the @ sign in the Notes tab of a 3Dsellers Helpdesk conversation to ask for help without ever leaving the ticket.
- How to assign teammates to support ticketsAssign eBay support tickets to teammates in the 3Dsellers Helpdesk, one at a time inside a conversation or in bulk from your inbox.
- Teammates vs. Agents: What’s the Difference?Understand how Teammates and Helpdesk Agents work, how access is assigned, and how pricing/seats apply across the 3Dsellers platform.
- Red Message in the Helpdesk? Reply not sent?A red reply in the 3Dsellers Helpdesk means eBay rejected the message. Check for the expired IAF token error and resync your eBay account.
- How to set a custom From Name for email integrationSet the From name buyers see when you reply from the 3Dsellers Helpdesk, using the Email Forwarding settings on your Integrations page.
- How to change the Customer Service inbox view from New to classic (old version)Switch the 3Dsellers Helpdesk inbox between the New workstation view and the simpler Classic conversation view with the Change View button.
Automations
Helpdesk Automations
- Basic to Advanced: Rules and Automations in HelpdeskAutomate ticket sorting, prioritization, tagging, and routing so your team spends less time managing messages and more time resolving them.
- Helpdesk Auto Responders: Business Hours, Delays, RulesSet up a 3Dsellers Helpdesk auto responder that replies to eBay buyers by business hours, date range, wait time or message conditions.