Feature Requests

When order received, we want the buyer to receive a thank you message and if we need any information or if we want to let them know about the order or purchase so they will know automatically rather then sending messages to all the customer.

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

Some tickets may be high priority and important. A feature to Star messages and display them at the top (like the gmail feature) to show they need attention of.

A new workflow allowing users to auto-assign customer service agents at the point of creation of the ticket using round-robin method.

Suggestion is to add a button called "Send now" that sends the delayed message immediately. It should be placed near the "Cancel" button.

In Tickets: Currently, it is not possible to view other attachments, unlike images in a full screen. Suggestion is to implement a comprehensive preview system that would allow us to click on a file and open it in a full screen, just like we have it for images in tickets. In Instant Messages: Currently, it is not possible to preview any attachments, except some image and video types in certain integrations. Suggestion is to implement a comprehensive preview system here as well. In Cases: Currently, it is not possible to preview attachments at all. Suggestion is to implement a comprehensive preview system here as well.

Currently, we already display CC'ed and BCC'ed recipients for each message: However, we do not cover a scenario with multiple "To:" Recipients. Suggestion is to show them just like we do it for CC & BCC fields.

At this moment we can merge tickets only based on the Customer, but it would be great to have the option to automatically merge tickets based on the specific conditions in the Subject (e.g. Order number).

Based on customer feedback. It would be highly beneficial to add an exclusion option to the Merging feature. This would allow users to specify certain customer email addresses that should not be automatically merged, providing more control over how tickets and conversations are managed. This addition would help prevent confusion and ensure important communications remain separate when needed.

An ability to create a company's knowledge base for buyers OR/AND employees. So it could be available via Replyco (for users) and via article links (for buyers).