Assign Task during ticket creation option
When creating a ticket it would be helpful to be able to assign it to a user upon creation. Currently we have to edit the ticket after creation to update the "task" to assign it to the agent. If there is another way to do this let me know but we've have to create the ticket then go update it to assign it/set task to specific user etc. Thanks for listening
Basic CRM functionality
A customer "notes" section that is tied to the customer data, this could be loaded up from the ticket view (it would be better if line breaks were retained for formatting). For example it could contain bespoke pricing or information on the customer. In addition could there be functionality to view a list of tickets that relate to the customer from the ticket view window (i.e. look at previous tickets from the same client before replying)
Amazon, Carrier & Tracking #
Carriers and tracking numbers for Amazon orders are not showing. Instead, it shoves up as : Shipping Service: Std US D2D Dom Tracking Number: N/A
Custom Tags /Snippets
Add the ability to use custom tags, (similar to edesks snippets) to pull in the replacement text. For example, select #thanks# to insert “Thank you for contacting us”, which would save a lot of typing and ensures that messages have a consistent tone and phrasing. Additionally, to be able to use Tags to share a link on Facebook, Twitter, Google+ or LinkedIn etc
Amazon Returns & Refunds (+ A-Z Claims)
Returns / Refunds & A-Z claims for Amazon integration.
Undo Last Action (cmd-Z)
I am finding it is quite easy to mistakenly resolve a ticket by hitting the wrong icon. The buttons look a bit too similar. Once I have done this, it can be almost impossible to work out which ticket has been resolved when looking though the list of resolved tickets as the are not sorted by last actioned. Having the ability to undo the last action is something that all good applications feature. Being able to hit cmd-Z (ctr-Z) to undo the last action would be very useful.
Ability to translate text automatically to a preferred language (and vice-versa) at the point of opening a ticket, without having to click the "Translate" button.
Cancel eBay orders directly from Replyco
Please could we get the option to cancel an order directly from Replyco. When customers wish to cancel it would be a lot easier if we could cancel the order from Replyco without going back on eBay.