Feature Requests

Could i be possible to add to the bulk actions tab the option to reply to multiple tickets with the same template as a one off action rather than a automated response. This would give us greater control in short period how to response to a set number of tickets

Currently, we can see only the Attachments, Notes and messages count in the ticket list, without opening a specific ticket. It would be very useful to see also which ticket has a related eBay Case without opening a ticket.

It would be extremely helpful to have a dedicated Knowledge Base section specifically for AI-generated responses. This would allow us to input key business information—such as product policies, common customer queries, tone of voice, and shipping details—that the AI can consistently draw from when drafting replies. At the moment, responses often seem to be based on general assumptions or inconsistent information, rather than tailored knowledge of our business. A structured, editable knowledge base would significantly improve the accuracy and relevance of AI-generated drafts and help ensure they reflect our brand and operations correctly.

I would like my replyco tab to refresh itself and a bell to sound when I am on another tab in the browser after a new mail comes in. Currently I have to rely on third party extensions to refresh the page and I have not yet found an extension (which actually works) to play a sound when the page changes as the element construction of replyco defeats the simple page hashing that the better tab refresh extensions use.

It would be helpful if you could assign a ticket to two agents who would then work on a case together. This is already possible in direct messages, but not in normal tickets.

A new feature that would allow searching notes via global search.

Currently, the tags do not work when creating a new ticket.

To be able to search cases using customer name (Cases tab and Global Search). And to show related cases in the contact card.

Currently, when you change the colour of a label in Replyco, the new colour only applies to newly labelled tickets. Existing tickets with that label keep the old colour, unless you manually remove and re-apply the label on each one. It would be a helpful improvement if changing a label’s colour automatically updated all existing tickets associated with that label.

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.