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Answer a ticket

Reply to a customer from the ticket screen and Replyco sends your answer back through the channel the message came from: the marketplace’s messaging system, the mailbox or the messenger. You can start from a template, attach files, translate your reply into the customer’s language, and send it now or later. Afterwards the ticket can be resolved or archived in the same step.

Before you start

Section titled “Before you start”
You needWhere it lives
A ticket in one of your listsTicketsNot Resolved
Templates, if you want to start from oneToolsAutomation, tab Templates
Your defaults for resolving and archiving after a replyAccount Settings: Resolve Tickets After Reply, Archive Tickets After Reply

Availability: every plan includes everything on this page: AI drafts, translation, snippets, templates per channel, draft saving and seeing who else has the ticket open. Companies on an older plan may not have some of these; see What each plan includes.

Steps

Section titled “Steps”

  1. Open the ticket from a list, for example TicketsNot Resolved, and select Respond in the top right corner of the ticket.

    The reply editor opens below the customer’s messages, addressed to the customer next to Send to:. If you saved a draft on this ticket earlier, the editor opens by itself with the draft in it. If your company uses AI drafts, the editor opens with a reply already written under AI Suggested Response: edit it and send it with Accept & Send, or select Reject to write your own. Replyco switches AI drafts on for your company; to see which messages get a draft and to tell the AI how to write, see AI drafts.

    A ticket open in Replyco: ticket #32533 "Received the 4-in-1 hub instead of the 7-in-1" from a Shopify store, with the customer's messages in the middle and the customer, order and notes panels on the right. In the top bar of the ticket, at the right end of the row of action icons, the round blue Respond icon is highlighted and its tooltip reads "Respond". Selecting it opens the reply editor below the messages.
    The round blue icon at the right end of the ticket's action row opens the reply editor.
    What this screenshot shows
    Screen
    Respond (/ticket/:threadId)
    Highlighted
    button “Respond”, ticket-header-right, enabled. opens the reply editor
    Also visible
    customer messages in the conversation; Customer Details and Order Details panels on the right; action icons: refresh, read status, snooze, archive, resolve, assign
    Purpose
    first step of answering a ticket

  2. (Optional) Pick a template from Template above the text box.

    The template’s text replaces the text box. Placeholders such as #customer_first_name# stay as written in the editor; Replyco fills them in when the reply is sent, and Preview shows the result. The list offers only the switched-on templates linked to the ticket’s account, so a template without accounts never appears here. To write templates, change them or limit them to a channel, see Reply templates and the Templates screen.

    The reply editor open under a customer's messages in a Replyco ticket. At the top of the editor, next to Send to with the customer's name and the CC and BCC buttons, the Template drop-down is highlighted; it is empty and shows the word Template. Below it are the formatting toolbar, the empty text box, the Tags, Translate, Preview and Add Attachment buttons, and the Resolve after Reply and Archive after Reply check boxes. Choosing a template fills the text box.
    Pick a template above the text box to start from a prepared answer.
    What this screenshot shows
    Screen
    Respond (/ticket/:threadId)
    Highlighted
    combobox “Template”, editor-top, empty. lists the templates for this channel
    Also visible
    Send to with the customer's name; CC and BCC buttons; formatting toolbar; Tags, Translate, Preview, Add Attachment; Resolve after Reply and Archive after Reply check boxes
    Purpose
    start a reply from a template

  3. Write or edit your reply in the text box.

    Type / to insert a snippet and # to insert a placeholder; to set them up, see Snippets and placeholders. Your signature for this account is added automatically; you write it on the Account Signatures tab of your account settings. Use Add Attachment to attach files, and Preview to see the message as the customer will receive it.

  4. (Optional) Select Translate to translate your reply into the customer’s language before you send it. To have incoming messages translated as well, see Translations.

  5. Choose what happens to the ticket after you send: tick Resolve after Reply, Archive after Reply, both or neither.

    The boxes start ticked or unticked according to your account settings.

  6. Select Send, or select the arrow next to it and choose Choose Delaying Time to send later.

    The bottom of the reply editor in a Replyco ticket, with the menu next to the Send button open. The menu has two entries, Choose Delaying Time and Save Reply as a Template; Choose Delaying Time is highlighted. To the left are the Resolve after Reply and Archive after Reply check boxes and the Tags, Translate, Preview and Add Attachment buttons. Choose Delaying Time lets you send the reply after a number of minutes or at a date and time.
    The arrow next to Send offers a delayed send and saving the reply as a template.
    What this screenshot shows
    Screen
    Respond (/ticket/:threadId)
    Highlighted
    option “Choose Delaying Time”, editor-bottom-right, enabled. opens the delay dialog
    Also visible
    Send button with an arrow; menu: Choose Delaying Time, Save Reply as a Template; Resolve after Reply and Archive after Reply check boxes
    Purpose
    send now or later

What happens next

Section titled “What happens next”

Replyco sends the reply through the ticket’s channel and adds it to the conversation. A short confirmation appears, and the ticket is resolved or archived if you ticked those boxes. If your company uses Auto-assign on Reply and nobody was assigned to the ticket, the ticket is now assigned to you; see Auto-assign on reply.

A delayed reply waits in the ticket with Sending is scheduled for and the time; until then you can select Send now or Cancel. The ticket also appears in TicketsDelayed. When a delay is set as your default, the button reads Send with Delay and every reply waits that long. The default delay is set in your account settings; see Delayed sending.

Options

Section titled “Options”
ChoiceWhen to pick itEffect
Choose Delaying TimeYou want a moment to take the reply back, or the customer should receive it during their daytimeSends after a number of minutes (up to 9999) or at a date and time you pick
Save Reply as a TemplateYou wrote an answer you will need againSaves the text as a new template
CC and BCCAn email ticket where a colleague or supplier should get a copyAdds copy recipients; not available on eBay
AI DraftYou want a first version to editWrites a reply from a short description of what you want to say; see AI drafts

If something goes wrong

Section titled “If something goes wrong”
SymptomCheckFix
There is no Respond buttonAmazon, eBay, Etsy, Fruugo and Kaufland decide per message whether a reply is possible. Notifications, Etsy messages that arrive as email notices and closed Kaufland tickets cannot be answered.Answer the customer in the marketplace itself.
Sorry, you cannot send an empty message. :(The text box is empty.Write the reply, then send.
The message can't exceed 6 MB (including attachments)., or You have uploaded too many files. Ebay limit is 5 files.eBay takes up to 5 images per message; Amazon takes up to 6 MB of attachments per message.Send fewer or smaller files, or share a link.
Send stays disabled on an eBay ticketeBay messages are limited to 4000 characters; the counter under the text box shows how many you used.Shorten the reply.
You see a colleague’s name with is reading this ticket.Someone else has this ticket open.Agree who answers before you both reply.
Section titled “Related”