Feature Requests

If a resend or refund has already been issued on an order, this should be clearly flagged within the order summary. This would give agents immediate visibility and help avoid duplicate actions or confusion when responding to customers.

When replying to a ticket, it’s easy to get pulled away or accidentally leave the ticket screen. It would be really helpful if replies were automatically saved as drafts, so that when you return to the ticket your message is still there and nothing is lost.

Currently in the ReplyCo iOS App it is not possible to copy text from direct messages. For normal tickets this basic functionality works, but not for direct messages at the moment it would seem.

Currently there is no support over weekends. When something big happens like all integrations going down there is no way to get in contact with anyone to fix something in an emergency.

When an order is merged on Linnworks currently replyco shows the original single order with no information and *** instead of showing the parent order it has been merged into with all the details and tracking information. It would be great if replyco could automatically check the audit trail and link this up and show it's a merged order and the correct info to save hunting for it.

Currently when clicking reauthorise on outlook it just logs into whatever was already logged in on your computer even if it doesn't match the email you're trying to reauthorise. There is no "accept" button or confirmation. This then causes a mass of emails to duplicate as if they are part of that account when they aren't and there is no way to pause the sync until it's corrected or reauthorise again without customer supports help.

Please make WhatsApp message templates available through Replyco, so we can continue messaging customers even after the 24-hour response window has passed. Currently, messages sent beyond this window are not delivered to customers.

I’m glad that the CC and BCC functions are already available. It would be great if the admin settings allowed defining a default CC or BCC recipient to whom replies to a ticket would always be automatically sent in CC or BCC. Thank you.

To be able to edit the ticket subject, and instead of it being the subject that the customer puts in the email, to be able to put order number and name or other keywords to make the ticket easily recognisable

When transforming chats into tickets the chat remains open, having the tick button to close the chat on ticket creation would be helpful and save time.