Company Settings
From your Company's working time, to Priorities & SLAs, these settings affect your whole Replyco account and all its users.
Last updated
From your Company's working time, to Priorities & SLAs, these settings affect your whole Replyco account and all its users.
Last updated
To access the Company settings page, please visit Admin => Company Settings.
This tab contains the following fields & settings:
Address & Billing Address: this information will not be shared with anyone and is for internal purposes only.
Auto-assign on Reply: when enabled, this option will automatically assign a ticket to a user who replied to it first (only if a ticket does not have an assignee yet).
Dashboards currency: this setting defines what currency will be displayed in Dashboards.
Merge eBay/Amazon Notifications: these options will automatically merge all incoming notifications into a few tickets based on a notification type.
Working Time: this section allows you to define your working hours. Later it can be used when creating Auto-Responses, LiveChat Widgets or new Priorities.
Simply put, SLA (Service Level Agreement) is a commitment between a service provider and a client. In e-commerce, it is usually a response time or ticket resolution time. Easily set, customise and view message priorities and ticket management protocols (such as “Respond to Amazon inquiries within 24 hours” or “Respond to eBay messages within 12 hours”).
Here in Replyco, we have Respond Till time and Resolve Till time columns on each Ticket List, so you could monitor and sort the most urgent inquiries from your clients.
For example, you declare on your website that you always reply to any message within 24 working hours and resolve all the issues within 96 working hours.
All of this can be tracked from Replyco.
To create a new Priority, visit Admin => Company Settings => Priorities & SLA and then press the Create New button. A Priority creation window will open.
Priority Name: this name will be visible in the list of priorities when you assign a priority to a ticket manually AND in the list of priorities when assigning a priority via Rules.
Respond Within & Resolve Within: these will be deadlines for each ticket this priority will be applied to.
Operational Hrs: this setting defines what hours will be taken as a basis (Calendar Hours or your Working Hours from the Company Settings tab).
Once everything is set up, click Save.
The Ticket Merging System allows you to automate the merging of tickets from the same customer, ensuring that communication stays organized and manageable. You can configure the merging logic for each integration individually, allowing for a customized approach to different platforms.
How to Set Up Automated Merging
Select Integration: Begin by selecting the specific integration for which you want to configure merging settings (e.g., eBay, Amazon, etc.).
Enable Merging: Enable the "Merge Tickets from the Same Customer" checkbox. This will allow the system to automatically merge new tickets from the same customer, based on the criteria you specify.
Set Merging Timeframe: Define the number of days during which new tickets from the same customer will be merged. This means if a new ticket is created within this timeframe from the last merge, it will automatically be combined with the existing conversation.
Example: If set to 5 days, any ticket created by the same customer within 5 days of the last merged ticket will be merged.
Note: Setting this value to 0 will merge all new tickets from the customer, regardless of the timeframe.
Merging Notifications (eBay and Amazon Only): For eBay and Amazon integrations, you can choose whether to merge all notifications, which helps maintain a single thread of communication.
We're here to help! If you have ANY questions, need help with setup, or just want to chat about customer support (really, we are always up for a good chat), please don't hesitate to reach out via:
Chat: Click on the chat icon (lower right of the App)
Email: help@replyco.com
Phone: US🇺🇸 +1 407-588-2574 | UK🇬🇧 +44 20 8064 0564
