eBay tickets created in Freshdesk will have the following default properties.


Ticket Attribute

Value

Source

eCommerce

Priority

Low

Status

Open

Product

As set by admin during configuration

Group

As set by admin during configuration

Custom Columns

As configured by the admin in the helpdesk

Type

Can be set by the agent

Tags

See this section


The content of the ticket will also have the relevant item details. These details include Item ID, End Time, buyer Details and Listing Status.


Updating Ticket Properties: The ticket properties mentioned in the table above can be manipulated by you at any time. You can also perform bulk updation of these properties. No “Requester Notification” emails will be sent regarding these updates. If you’ve set up groups and products for tickets to be assigned to, it will be automatically categorized.

SLAs: You can set up new SLA policies or modify existing ones and these will apply to your eCommerce tickets too. 


Scenario Automations: Any rules you’ve created or setup for Scenario Automations, that apply to eCommerce tickets, will be fully honored provided these rules do not use the “Send Email to Requester” action.

Automated Ticket Management: You can set up rules for Dispatch’r, Supervisor, and Observer to manage your incoming eBay tickets the same way you manage your ordinary helpdesk tickets. With “eCommerce” as your source identifier, you can set up rules targeted to modify tickets or assign them to various agents as required. 


NOTE: Dispatch’rs, Supervisors, and Observers will not allow you to send automated notification emails to customers. Rules such as “Send Email to Requester” will not be honored. No notification mails will be sent to the requester, irrespective of what modifications you make to ticket properties.