We have been experiencing issues contacting buyers on eBay due to the time delay in Replyco importing the sales information in. We think the import should be a max of 30 mins as if an order comes in and an item is OOS (which for a company our size happens frequently), we need to contact asap - we cannot wait 2-3hrs. plus we feel a button should exist to either create a manual import in bulk or alternatively to import a single order by its order no. / reference.
Notification About Multiple Follow Up Emails
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.
Round-robin auto-assignment of users
A new workflow allowing users to auto-assign customer service agents at the point of creation of the ticket using round-robin method.
Collect and reply the TikTok Shopping massages. Collect the order details and customer information too
Have the option of facebook messages coming though as tickets
Have the option of facebook messages coming though as tickets so we can still use reply templates and make the flow easier
Parcel tracking link on eBay cases
When sorting out a eBay return request to enable to see if the parcel is on the way back have the shipping tracking tracking have a live link
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.
From customer email address rule
Be able to set up a rule where you can assign a rule to a email address from the sales channel not just the customers email address for example email@example.com .U.K.
multiple Reminders, alerts and notes can be set to a calendar which reminds users on that date | Scenario: a customers wants to place an order on a set date and the replyco user sets a reminder which pops up on that date and time to call that customer