What kind of information is included with an eBay message when it arrives in my helpdesk?

In short: everything you need. ChannelReply pulls in the eBay username, items ordered, amount paid, shipping address, tracking ID, and a link to the item, among other things. If the eBay user is a current customer, ChannelReply will even be able to give you the customer’s name, and often their real email address.