Currently, we already have the Custom Shipping links functionality that allow users to make plain text tracking numbers clickable by creating "rules" for each Shipping Service which have a static part and a dynamic part that is being replaced by a tracking mumber). 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).

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.

When customers email and don't put their order id in the subject line currently no order is assigned to the ticket. It would be good if replyco retrieved orders from their email address for example and showed a list of their last 5 orders in date order so you can select which order the query is relevant to. currently there is no search functionality at all and you have to log into linnworks, find the order and then copy over the order id which is time consuming.

For example we use Open chats and not resolved tabs most, the ability to create shortcut buttons on the top bar would make it quicker for us to access these pages as it is a little long winded currently.

Currently when our customers come back onto our website to message us their previous live chat is still visible which can be a little confusing when it's a new issue

Move notes or have them pop up in the message thread where they were created so they are more obvious. Currently it is easy for other staff members to miss them as they are in a collapsed menu on the side.

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.

The ability to have a help widget on our website instead of live chat, this would allow customers to fill it in to create tickets rather than live chat us. This is useful for smaller companies who don't have enough staff to live chat all day. (like freshdesks widget).

Would love to see an API in to AI e.g. Chat-GPT to assist with responses, suggest templates etc.

Create an auto responder if a ticket has not been responded to within a specific time frame. So for example, if a ticket has not been responded to in 24 hours the autoresponder sends a template that says “we are still working on it etc….”.