There should be a layout option like edesk to collapse the list of all the tickets side by side with the ticket detail
Option to change the layout through which we could go through all the tickets side by side with a ticket still opened would really be appreciated (like the edesk feature). In the image you can see that all the tickets are visible on left side and on the right there's the detail about the ticket user has opened. This way we can navigate through the tickets easily and quickly.
Delay message sending by default
Ability to set up the system such so that all messages are automatically delayed by default.
Continuous scroll in ticket thread
Allowing the entire message thread to be read without the need to click a button to load older messages. We are finding people are missing important historical messages when they fail to spot this link. It seems entirely unnecessary and can lead to problems when cases are not fully read.
SLA for a weekend
As we are not open on a weekend we want a separate sla to be applied only between certain times for example Monday to Friday
Add custom icon to email integrations
Need to add source logo like woocommerce, etsy logo to manual email channels.
Send Button relocate to top menu (next to Respond Button)
The issue. Everytime (especially) when using a template the send button is off the bottom of the screen which slows workflow down. If this was always on view at the top of the page, it would be quicker. Quicker still, the resolve after reply tick box isn't working. Can we also have a Reply & Resolve button next to it?
Resolve incorrect 'resolve till date'
At the moment, the resolve till countdown resets when a customer sends a new message, whereas should be the same, and should use the earliest unresolved message time. This means that the customers that message at a later time (even though they had messaged earlier), their tickets will be dealt with later. Here are example scenarios. . Ticket 1: Last unresolved messages: 15:15, 19:15 . Ticket 2: Last unresolved messages: 13:20 . Ticket 3: Last unresolved messages: 15:30, 15:45, 19:45 . Ticket 4: Last unresolved messages: 16:25 . Ticket 5: Last unresolved messages: 11:20, 20:00 . . At the moment, the order will be using the LATEST message time: 2 - 13:20 (latest message time) - [Earliest unresolved message was at 13:20] 4 - 16:25 (latest message time) - [Earliest unresolved message was at 16:25] 1 - 19:15 (latest message time) - [Earliest unresolved message was at 15:15] 3 - 19:45 (latest message time) - [Earliest unresolved message was at 15:30] 5 - 20:00 (latest message time) - [Earliest unresolved message was at 11:20] . . What it should be: 5 - 11:20 (earliest message time) 2 - 13:20 (earliest message time) 1 - 15:15 (earliest message time) 3 - 15:30 (earliest message time) 4 - 16:25 (earliest message time)
Remove the need to click to expand every message in a thread
The time needed to read though an entire thread is significantly increased by the current requirement to expand each message by clicking on it. Especially when reading messages in text only format, this seems to be unnecessary and time consuming. Maybe this could be a per user option if some users prefer the all collapsed view that is currently standard (possibly useful if only one agent is dealing with any given case and they are already familiar with the case history).
User Role Management
Replyco desperately needs user role management to make user permissions easier and faster to manage. Having hundreds of view/edit permissions at user level makes it a very long process to update user permissions when you have over 10 users in Replyco. Having User Role Management would allow the admin of the system to associate a user to a specific role. This would make user permissions management simpler and faster.