HELPDESK
A collection of help articles, answers, and feature how-to's for the Helpdesk tool
By Karolina and 1 other2 authors26 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.
- 3Dsellers Helpdesk & CRM Settings GuideHow to adjust your Helpdesk & CRM settings to control reply behavior, ticket workflow, SLA timers, business hours, and notifications—so your support team works faster and stays aligned.
AI Helpdesk Features
Helpdesk AI Features
- AI-Powered Message Assistant | 3DsellersLearn how to use the AI-Powered Message Assistant in 3Dsellers to generate replies, improve tone and grammar, translate messages, summarize conversations, and get context-aware reply suggestions.
- Multilingual Customer Support and TranslationLearn how to translate incoming messages, send replies in your customers' preferred languages, configure translation settings, and effectively manage multilingual customer support in the 3Dsellers Helpdesk.
- AI Prompts for CRM & Helpdesk | 3DsellersLearn how to create, customize, and reuse AI Prompts in the 3Dsellers CRM to train AI with your brand voice, standardize replies, and optimize customer communication.
- 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?New Ticket, System, To Do, Awaiting Reply, Resolved, Snoozed, Archived - What do they mean and how do I set them?
- How to use Ticket Types to keep your support organizedOrganize your eBay/Amazon Helpdesk inbox by assigning Ticket Types to your support tickets.
- How to use Tags to keep your Customer Service tickets organizedTags enable custom organization/management to help you and your team easily understand and find the support tickets.
- Helpdesk CRM Views and FiltersLearn how to create custom saved views with advanced filtering options to organize, prioritize, and efficiently manage customer conversations across all your selling channels in the 3Dsellers Helpdesk.
- How to add a signature to Customer Service template repliesAttach your brand's custom signature to template replies and set different signatures for different accounts.
- How to create a saved reply (message template) for Customer ServiceSave and send common replies to buyers, automatically personalized with the buyer's name and order information.
- 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
- How to set up Amazon, Shopify, Woo, and Etsy email forwarding for Customer ServiceAfter connecting your account, set up email forwarding (from your accounts page) to begin managing customer service messages with 3Dsellers.
- Email Integration - SMTP & ForwardingHow to integrate your sales and support emails to 3Dsellers with popular email clients.
- eBay Cases - what each Activity Type and Status meansWhen receiving updates on eBay cases, you may see "activity type" updates. Read here to learn what each message means.
- How to issue refunds and handle replacement cases in your support inboxHandling refunds and replacements is as easy as selecting a case status. (Case status definitions included)
- How to mention (tag) teammates (users) in noteseBay Helpdesk lets you and your team mention each other for easy communication within conversations.
- How to assign teammates to support ticketsEmploy easy teamwork by assigning tickets to the right teammate.
- 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?If your reply is red with error, eBay likely hit a snag, or your eBay token is disconnected from 3Dsellers.
- How to set a custom From Name for email integrationSet a custom From Name when replying to buyers with your email in the Customer Service tool
- How to change the Customer Service inbox view from New to classic (old version)View your support tickets in a simplified view or with a full workstation.
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.
- Autoresponder eCommerce Helpdesk: Rules and Features OverviewCreate unlimited, custom responder messages with natural delays that send based on message content, order details, item details, and more.