eBay as a support channel - FAQ

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1. Will my customer know I’m using Freshdesk when I respond to their message?

No. When you respond to an eBay buyer from Freshdesk, they will receive it only as a message from you, the seller on eBay. There will be no mention, image, or other element signifying that you’ve used Freshdesk anywhere in your responses.

2. Will this eBay-Freshdesk integration convert my admin emails from eBay into Freshdesk tickets?

This feature will not convert any admin emails from eBay, such as those from Resolution Centre, or any other emails confirming sale or suggesting returns or refunds into Freshdesk tickets. eBay admin action should be executed from the respective eBay accounts.

3. Is this channel supported on a mobile browser or Freshdesk’s mobile apps for Android and iOS?

No. At the moment, eBay tickets cannot be responded to via Freshdesk’s mobile apps or any mobile browser.

4. Can I gather data and metrics for eCommerce tickets? Can I generate reports for eCommerce tickets?

Yes. You can create reports and track data for eCommerce tickets the same way that you do for all other tickets. Selecting “Source” as “eCommerce” will give you reports detailing your helpdesk performance regarding eBay tickets.

5. I got an email saying “Token is about to expire”. What does this mean?

As a security measure, the authorization token that eBay issues to Freshdesk expires once every 18 months. So, a week before your token expires, Freshdesk will email the Admin of the helpdesk, asking him to reauthorize. Go to Admin → eCommerce → Edit and reauthorize the token to let the channel function continuously without any disturbance. If you let the token expire, no more tickets will be pulled in from your eBay account and you will have to link it again.

6. I got a ticket with eCommerce as the source. Why can't I see the customer’s details in the “Requester Info” section?

An eBay notification email about a question from a prospective buyer may have been converted to a ticket, in which case you will not have access to their full contact details. You will receive access to full contact details only when the customer buys a product from you using the “Buy Now” action.

7. Can I split a ticket with eCommerce as Source?

No.  Due to technical limitations, this feature is not available.

8. What will happen if I exceed the 2000-character limit on a response to an eCommerce ticket?

The Send button in the response window will be disabled and you will not be able to respond to the ticket. You can check the character count of your response in the bottom left hand corner of the response window.

9. Can I merge multiple eCommerce tickets?

Yes. You can merge tickets from two different sources together. But depending on where the customer responds from, the merge may split up again. For example, when you merge a primary Email ticket with an ecommerce ticket as a secondary, the ecommerce ticket is closed and all conversations and emails are threaded. But if a customer responds to the “merged-and-closed” secondary ecommerce ticket, then a brand new eCommerce ticket will be created.

The actions will differ depending on the source of the primary and secondary tickets involved in the merging.

10. Will Freshdesk integrations work for eCommerce tickets?

Only Time-Tracking and Time-Sheet entry related integrations can be used on the Ticket Details page. Integrations relying on data from the “Requester Info” section cannot be used unless the customer has bought a product from you already and the section has been updated.