Feature Requests

It should be possible to set ticket priority individually so that they are automatically closed either at a specified date and time or after a defined period of time (e.g. x hours). This could be set manually by each employee (if needed) as they wish, as what the system specifies does not always make sense for the employee and for the individual case. It could be adjustable either by selecting a specific date or by specifying a certain number of hours/days.

Some tickets may be high priority and important. A feature to Star messages and display them at the top (like the gmail feature) to show they need attention of.

When order received, we want the buyer to receive a thank you message and if we need any information or if we want to let them know about the order or purchase so they will know automatically rather then sending messages to all the customer.

At this moment we have the #linnworks_order_id# tag, but it would be great to add some more tags related to Linnworks, like #linnworks_secondary_reference#.

Add an option to automatically remove previous labels from a ticket if a rule is triggered. This will help avoid overlapping labels and maintain proper ticket categorisation without needing to remove labels manually.

Currently, we can see only 5 Labels per page under the Dashboard > Labels section. We would like to have the ability to download the CSV file with all the data from the Dashboard > Labels section to work with them more easily.

Currently, we already have the Custom Shipping links functionality that allows users to make plain text tracking numbers clickable by creating "rules" for each Shipping Service that has a static part and a dynamic part that is being replaced by a tracking number). Based on the same logic, it would be great to have Custom Order Links. For example, with just one click you could open a new tab with a relevant order page in any external software, like SellerCloud (the final link has a static path and only order numbers are dynamic).

An ability to create a company's knowledge base for buyers OR/AND employees. So it could be available via Replyco (for users) and via article links (for buyers).

Currently, the list of currencies in the eBay refund interface is unordered, which can make finding a specific currency challenging. We would like an option to sort the currency list alphabetically during the eBay refund process. This will streamline the refund workflow and make it easier for users to locate the required currency efficiently.

Currently, certain metrics in the Dashboard > Overview - such as "Average Response Time" and "Average First Response Time" - are calculated based on calendar hours. We would like to enhance the flexibility of these metrics by adding an option for users to choose between "calendar hours" or "working hours" as the basis for these calculations. This feature would allow users to view metrics that more accurately reflect their working hours, providing clearer insights and helping teams better understand their response efficiency within active business periods.