Feedback

Currently Staff set their own company signatures and settings. Admin should be able to override this and set a signature for staff to ensure settings match across the company.

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 consisten

At this moment, we have the general metrics under the Dashboard > Overview section showing the percentage of responded tickets within & over SLA. It would be great to have more improved metrics for each user and show the count of responded tickets.

I’m glad that the CC and BCC functions are already available. It would be great if the admin settings allowed defining a default CC or BCC recipient to whom replies to a ticket would always be automatically sent in CC or BCC. Thank you.

Currently in the ReplyCo iOS App it is not possible to copy text from direct messages. For normal tickets this basic functionality works, but not for direct messages at the moment it would seem.

Suggestion is to add a new tickbox when creating or editing an auto-response rule. Currently, we do not auto-switch clocks and it is always GMT+0. This option, when enabled, should set hours for this AR rule to GMT+0 during winter time and to GMT+1 during summer time.

Suggestion is to polish the current text mode message appearance. Examples: Shift+Enter HTML symbol Enter HTML symbol Paragraphs separation (double Enter HTML symbol)

Current behaviour: When you set a Snooze timer on a ticket and the customer replies, the snooze is automatically cancelled. While it’s helpful that the ticket reappears—so you don’t miss a reply—this often happens when the customer is simply thanking you. In many cases, you still

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

It would be really useful to have the ability to create personal tasks or assign tasks to specific employees that are linked to a ticket. These tasks should appear in a dedicated “To Do” section on the dashboard and in the specific ticket it relates to, regardless of the ticket’s