Feature Requests

Allow actions like marking as read or archiving in Replyco to also update the same emails in your Gmail account, so everything stays in sync.

It would be really useful to have the ability to create personal tasks or assign tasks to specific employees that are linked to a ticket. These tasks should appear in a dedicated “To Do” section on the dashboard and in the specific ticket it relates to, regardless of the ticket’s current status (e.g. even if it’s marked as resolved). For example, I might need to follow up with a customer in a week's time—being able to “create task" would let me schedule that action. Then, when the date arrives, the task appears on my dashboard and I can easily click into it to view the ticket it relates to or update the customer. This would make it much easier to manage ongoing actions and reminders without losing track of them once a ticket is closed.

Current behaviour: When you set a Snooze timer on a ticket and the customer replies, the snooze is automatically cancelled. While it’s helpful that the ticket reappears—so you don’t miss a reply—this often happens when the customer is simply thanking you. In many cases, you still need to follow up at the original time you set. Suggested improvement: Instead of removing the snooze entirely, the system could either: Keep the original snooze active, but still surface the ticket temporarily when a reply comes in, or Remember the previous snooze time and pre-fill it when clicking the Snooze button again, Or prompt you with an option to re-enable the last snooze time, e.g. “Would you like to restore the previous snooze until [date/time]?” This would save time and reduce friction, especially when dealing with non-actionable customer replies.

At the moment, it's really easy to miss when you're mentioned in a ticket or note. It would be helpful to have something more noticeable, like: 1) A live pop-up banner at the top of the ticket screen saying “You were mentioned in this ticket.” 2) a clear message on the ticket line itself to highlight that mention. This would make it much easier for employees to spot when something needs their attention.

Employees can link their dedicated personal email accounts to ReplyCo, allowing them to manage their Business emails exclusively without sharing them with all users.

At this moment, you can export the Ticket list per page (maximum 100 tickets/page). We would like to have the ability to export the whole list of tickets we chose into 1 file.

It would be very helpful to have an AI moderation feature in Replyco that monitors outgoing replies before they're sent. The idea is to allow users to set up a list of trigger words, phrases, or meanings that the AI can detect in drafts or messages. If any of these are found, the system would: Block the message from being sent Provide a warning or suggested revision Optionally highlight the problematic content This would help teams avoid sending inappropriate, inaccurate, or sensitive content by mistake.

I'd like to request for the eBay case interface to be improved. I understand that there are currently bugs with it that are being worked on. I won't comment on those. However, there are number of things that could be adjusted. Please include "Update tracking details for the buyer" as one of the valid options on replyco of responding to cases. It is vital option, available on ebay cases that we cannot take advantage of currently. Improve filtering and sorting of eBay cases. Specifically filtering by multiple conditions and sorting by Status/State/Type so that we can potentially hide away all "Item Shipped" and "Waiting for a buyer response" cases which do not require response. The options that are not available on the case through eBay interface, should not be available in replyco for the same case, which is something that currently happens, leading to confusion. Currently order tags are not functional on cases. I'd like to ask for it to be revised, and those to be made functional.

ReplyCo INR not matching eBay INR options. Within eBay, the INR case has the following available responses: (1) Update tracking, (2) Refund, (3) Send message. The ReplyCo UI has the following responses: (1) Close inquiry, (2) Escalate, (3) Refund, (4) Send Message. I need to be able to update the case with the tracking number along with adding a message.

At this moment, the Instant Messages don't have a separate section for emojis, you can only copy and paste them from other places. It would be great to have such an option to insert emojis via the Reply box.