Feature Requests

Created based on the customer feedback. We would like to have a separate column for buyer names in the Tools > Orders section.

Currently, all messages coming from the same customer emails, on the same channels, are treated as separate tickets if the topic of the message does not match. This is not quite convienient, as in many cases, for example for shopify channel, customers will contact us multiple times, through multiple avenues of contact leading to 2-4 separate tickets about the same issue. I'd like to request either a native setting for each individual channel that allows us to control what conditions are required to merge the tickets. Or perhaps an option to setup automated merging in the automation settings. Alternatively, perhaps it could be resolved in a similar way eDesk handles it. By displaying all the messages from the customer's other tickets in the currently viewed ticket, while marking them as separate, and maintaining timestamp sorting. This would help us avoid accidentally responding to the same query from the customer, multiple times.

Make the merge button visible in the ticket screen so you can search for the customers other tickets and merge them into one that way.

A new text editor with the following improvements: First letter capitalisation in a sentence Auto-correct from "i" to "I" Spell-checker Other features that are available in rich text editors such as Gmail / Outlook

When creating rules to auto-archive junk mail, for each subject, person, or item I am looking to "block", I have to create a new and/or statement. I think it would be easier if we could just add commas or quotes "" or some way to delineate between items. An example would be us wanting to block junk mail in Shopify where the subject contains "ocean freight" and another subject would be "webinar invitation". Right now, I have to create two whole And/Ord statements. If we could just add a comma between both items in the subject contains field, it would save a bunch of clicking/adding/editing. See attached example of what is now and what I am attempting to explain.

We get separate tickets from the same customer on some sales channels. We have to search to reference the other tickets but there is no ability to merge tickets from the search results screen.

The way the Replyco system is set up -- When a customer emails us, then sends us a new email and another email, the system sees it as a new email and the email thread would go to the last page (If sorted to see the Oldest messages first). It's a critical case where the old email is skipped. For email support accounts that receive 100+ emails a day, it's important that we get informed if there's an email with multiple follow up and still not responded to. Or a way that we can easily see if a thread has multiple emails that need a response, as soon as possible.

When clicking into an unread message, and the user takes no action and leaves the ticket, there should be an option to automatically keep that ticket unread instead of clicking unread every time, like in edesk. So as default every ticket remains unread unless you take action on the ticket.

Please provide replyco API so Sellers can integrate with other platforms even if integration does not exist + be able to customise many things which replyco does not offer.

In addition to the button to create a new message to a customer, it would be really helpful to have the option to create an internal message for issues that the team needs to handle.