Inside a ticket

Ticket includes all communication you have with your customer.

System messages from selling platforms are not counted as a ticket.

Replyco can pull all essential information from your marketplaces, which will be displayed on the right-hand side of your opened ticket. There will be presented all possible information about your customer, the product and order ( marketplace, name of the product, customer email, customer name, number of order, tracking number, order details, payment methods, shipment status, address).

Also, you can add manually some Notes, Tasks and Attachments.

By clicking on the Order details, you will see which fields of visibility may be available.

You can also manually redirect the message to the right person in your team and select the Priority.

By opening the ticket, you can respond to it, archive it, assign to yourself and mark it as resolved.

When clicking the corresponding buttons, the ticket gets to the desired folder, which is located on the left-hand side by opening the Ticket tab.

By clicking the “Resolve” button, the ticket will be in this folder:

Messages get into the “My Tickets” folder after clicking a button “Assign to myself”.

In the Blocked folder, there will be tickets from blocked clients. You can do this by opening a ticket from this customer and click “Block customer” button on the right-hand side.

I think all other folders will be clear to you.