Overview

From new Tickets to sent messages to errors, you Dashboard Overview provides a snapshot of all your messages. Learn about each status and report type here.

The Dashboard Overview is your hub for message management. It contains all your messages, from new to resolved to archived, with clear labels and sorting so you know what needs your attention. The Overview section also shows useful customer service information, such as Average Resolution Time and Average First Response Time. You can click into the three boxes at the top to filter how you view information by Account, Marketplace and / or time range (Last 7 days, Last 90 days, Custom, etc.).

There are several different categories available in your Dashboard Overview, all of which you can view full details about and act on by clicking into them.

New Tickets

Displays newly received tickets for a period of time. Although Archived and Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

New Unread Tickets with No Response

Display any ticket that has one or more unread messages, with no responses. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Not Resolved Tickets

Any ticket with a status of Not Resolved. Although archived or snoozed tickets are included in report totals, they do not display in the clickable ticket list.

Resolved Tickets

Any ticket with a status of Resolved, filtered by the date it was created. Although Archived or Snoozed tickets are included in report totals, they do not display in the clickable ticket list.

Snoozed Tickets

Any ticket that is currently set to Snoozed, including the expiration date and filtered by the date it was created. Although Archived tickets are included in report totals, they do not display in the clickable ticket list.

Archived Tickets

Any tickets that have been Archived, filtered by the date it was created. Although Snoozed tickets are included in report totals, they do not display in the clickable ticket list.

Received Messages

Total number of messages received.

Sent Messages

Total number of outgoing messages, including ones sent outside of the Replyco app.

Messages in Process

Messages that are still processing and waiting to be sent. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Message Errors

Messages that have received error notifications and have not been sent. Although Archived or Snoozed tickets are included in report totals, they are not shown in the clickable ticket list.

Average Resolution Time

Time from the date when a ticket is created to the moment the ticket is resolved, divided by the total number of tickets. Auto-responses are not counted.

Average First Response Time

Time from the ticket creation date to the moment the ticket is first responded to, divided by the total number of tickets. Auto-responses are not counted. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list.

Within SLA

All tickets that HAVE NOT been resolved and that are within the established SLA period and filtered by ticket create date. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list.

Overdue SLA

All tickets with an SLA period that has expired. Archived or Snoozed tickets are included in report totals, but are not shown in the clickable ticket list.

Translated Messages

The list of messages that were translated, filtered by sent date.

Compare Tickets

Report that compares Created Tickets vs Resolved Tickets vs Tickets that have been Responded To.

Buyer Location

Countries from where a buyer originates.