Create Ticket

For: Agents, team leads and administrators who write to customers first or pass messages to suppliersRequires: Ticket creation for your company (during a trial, once Replyco has verified the company; from the start for companies that signed up in the German region)Screenshots show sample data

Create Ticket is where you start a conversation yourself: a shipping update for a Shopify customer, a question to an eBay buyer about their order, a message to someone who has never written to you, or a customer’s message passed on to your warehouse. You write the message once, choose who gets it and which of your accounts sends it, and Replyco sends it and opens it as a new ticket. It is for agents and team leads who write first; open it with + Create Ticket in the top bar, or with the forward arrow on a message in a ticket.

Availability: the screen needs ticket creation for your company. During a trial, ticket creation stays off until Replyco has verified your company; until then Replyco hides + Create Ticket and the forward arrow, and refuses to create tickets. Companies that signed up in Replyco’s German region can create tickets from the start. Confirming your email address does not switch ticket creation on. Every plan includes everything on the screen, including templates limited to the sender’s account, snippets, Translate, Assistant and AI Draft. Companies on an older plan may not have some of these; see What each plan includes.

What you can do here

Start a conversation with a customer. Choose the recipient, the sending account and a subject, write the text and select Create; the new ticket opens straight away. Write to a customer
Find the recipient among your contacts. The list searches every contact with an email address, and eBay buyers, and shows the account each one came from. Choose the recipient · Customers
Write to someone new. Enter a name and an email address and Replyco saves the person as a contact when you send. Write to someone who is not a contact yet
Send from the right account. Mailboxes, webstores and email-based marketplaces such as Amazon and Etsy can start a conversation; the list shows only those. Choose the account you send from
Message an eBay or Kaufland buyer. These marketplaces need an order and a message type, and eBay limits the text to 4000 characters. Write to an eBay or Kaufland buyer
Start from a template, insert snippets and placeholders. Templates, / for snippets and # for placeholders work as in a reply; the full rules have their own guides. Write the message · Reply templates · Snippets and placeholders
Attach files and send copies. Add files, and up to 4 CC and 4 BCC addresses. Add files and copies
Decide who owns the ticket. Assign it to a colleague, and resolve or archive it as soon as the message is out. Assign, resolve or archive the new ticket
Send later, translated, or save the text as a template. The arrow next to Create offers a delay and saving as a template; Translate sends the message in the customer’s language. Send later, translate or save as a template · Delayed sending · Translations
Know why nothing was sent. Replyco names the first missing field in a message at the top right. When Replyco does not create the ticket
Know where the new ticket is. It opens at once, and the message goes out in the next sending round, usually within two minutes. What happens after you send
Forward a message. The same form opens with the message and its header in the text box, and the new ticket is linked to the original. Forward a message · The ticket screen

The screen at a glance

The Create Ticket screen in Replyco as it opens. In the top bar, to the left of "+ Add Account", the link "+ Create Ticket" is highlighted; it opens this screen from anywhere in the app. The form has Back and an empty Subject field at the top, then the empty Template drop-down, the editor toolbar with Assistant and AI Draft, and the empty text box "Enter text here...". Below it are Tags, Translate, Preview and Add Attachment, the check boxes Resolve after Send and Archive after Send, and the blue Create button with an arrow. The right column shows Select recipient, Add non system contact and Select User to Assign, set to Henry Clarke. — + Create Ticket in the top bar opens an empty form: the message on the left, the recipient and sender on the right.

Region	What it shows	What you do there
Top bar	+ Create Ticket next to + Add Account	Open an empty form from any screen
Header, top left	Back and the Subject field	Leave without sending, or enter the subject
Editor, middle	Template, the toolbar with Assistant and AI Draft, the text box	Pick a template and write the message
Buttons under the text box	Tags, Translate, Preview, Add Attachment	Insert placeholders, translate, check, attach
Bottom right	Resolve after Send, Archive after Send, Create with its arrow	Decide the ticket’s state and send
Right column	Select recipient, Add non system contact, then CC, BCC, the sender, marketplace fields and Select User to Assign	Say who receives the message, from which account, and who owns the ticket

The sender list and the CC and BCC buttons appear only after you choose a recipient. The order fields appear only for eBay and Kaufland buyers.

Open Create Ticket

Create Ticket opens in four ways, and three of them fill in part of the form for you:

From	What is filled in
+ Create Ticket in the top bar	Nothing; an empty form
A customer’s email address in a ticket’s Customer Details, in an order’s details or under ToolsCustomers	The recipient, and from a ticket or an order also the account that sends
Transform Into a Ticket in a chat’s transcript panel	The transcript’s subject and account, the chat customer’s email and the chat as text
The forward arrow on a message in a ticket	The subject with Fwd:, the message with its header, and its files; see Forward a message

A customer’s email address is a link wherever Replyco shows it, so you can write to the customer of a ticket without copying the address. Transcripts are chat templates that turn a chat into an email; see Transcripts.

Write to a customer

Writing to a customer takes a recipient, a sending account, a subject and a text.

Select + Create Ticket in the top bar. The empty form opens.
In the right column, open Select recipient and pick the customer, or type part of the name or email address to search. The account the customer belongs to is filled in as the sender.
(Optional) Open the sender list under the recipient and pick another account. Picking a sender loads that account’s templates and your signature for it.
Enter the subject under Subject.
Pick a template under Template, or write the text in the text box. Type / for a snippet and # for a placeholder.
(Optional) Change the user under Select User to Assign; it starts with you.
Select Create.

The Create Ticket form filled in and ready to send. Subject reads "USB-C Hub 7-in-1 – Tracking" and the Template drop-down shows "Where is my order?". The text box holds the template: "Hello #customer_first_name#, Your order has shipped. You can track it here: #tracking_number#. Kind regards, Northwind Electronics", followed by the signature Henry Clarke, Northwind Electronics customer service. On the right, the recipient is Daniel Hughes with Northwind Store, the sender is Northwind Store and the ticket is assigned to Henry Clarke. The blue Create button at the bottom right is highlighted; it sends the message and opens the new ticket. — A complete message to a Shopify customer, started from a template; Create sends it and opens the new ticket.

Example: Henry from Northwind Electronics tells Daniel Hughes that his USB-C hub is on its way. He picks Daniel Hughes, whose contact belongs to the Shopify store Northwind Store, keeps Northwind Store as the sender, enters USB-C Hub 7-in-1 – Tracking and picks the template Where is my order?. The text box shows the template with #customer_first_name# and #tracking_number#, followed by his signature. Replyco replaces the placeholders when it creates the ticket: Daniel reads Hello Daniel.

Placeholders are filled from the new ticket, not from a ticket you looked at before. The new ticket knows the recipient, so #customer_first_name# works. Order placeholders such as #tracking_number# are filled from the order linked to the new ticket; when there is none, Replyco uses the fallback text set under Fallbacks, or nothing. When you are not sure the ticket will have an order, type the tracking number yourself.

Choose the recipient

Select recipient searches your contacts: everyone with an email address, and eBay buyers Replyco knows by their eBay ID. The list loads 10 contacts at a time and more as you scroll. Each line shows the name, the email address in brackets and, in grey on the right, the account the contact came from.

The Create Ticket screen with the recipient list open in the right column. The highlighted list shows five contacts, each with the account the contact belongs to in grey: Daniel Hughes (daniel.hughes@example.com) with Northwind Store, Grace Porter with support@northwind-electronics.example.com, Oliver Fraser with northwind-electronics, Amelia Shaw with Northwind Electronics UK, and Northwind Warehouse, a contact without an account. Typing in the field searches your contacts by name and email; choosing one fills in the sender. — The recipient list shows each contact with the account it came from.

Choosing a contact does two things: it sets the recipient, and it fills in the sender with the contact’s own account, so a Shopify customer is answered from your Shopify store and an Amazon buyer from your Amazon account. A contact with no account, such as a supplier you added by hand, leaves the sender as it was.

The contacts are the ones under Customers; the list is the same for everyone in your company. If you type an email address that is not in the list and choose it, Replyco switches to a new contact with that address filled in.

Write to someone who is not a contact yet

Select Add non system contact under the recipient field.
Enter the name under Recipient Name and the email address under Recipient Email. The line A New Contact will be created. appears in red.
Pick the sender under From, then write and send as usual.

The right column of the Create Ticket screen after selecting Add non system contact. The recipient search is replaced by two fields, Recipient Name with "Anna Weber" and Recipient Email with "anna.weber@example.com", followed by a red Cancel button and the CC and BCC buttons. The red line "A New Contact will be created." is highlighted: sending saves this person as a new contact. Below are the empty sender drop-down From and Select User to Assign with Henry Clarke. — For someone who is not yet a contact, enter a name and an email; Replyco saves the contact when you send.

When you select Create, Replyco first saves the person as an email contact of the sending account, then creates the ticket for that contact. Both fields are required, and the address must be a valid email address. Cancel in red returns to the contact search and clears both fields.

A new contact can only be written to by email: eBay and Kaufland accounts are not offered as senders, because those marketplaces only deliver messages to their own buyers.

Choose the account you send from

The sender list, marked From while it is empty, appears once a recipient is chosen. It lists the accounts of your company that can start a conversation, each with its name and login.

The right column of the Create Ticket screen after choosing Daniel Hughes as recipient. Below the recipient, Add non system contact and the CC and BCC buttons, the sender drop-down is open and highlighted. It lists the accounts a new ticket can be sent from: Northwind Electronics UK (Amazon), Northwind Store (Shopify, selected, because it is the customer's account), support@northwind-electronics.example.com (mailbox) and NorthwindHome (Etsy). The eBay account and the WhatsApp account are not offered. Choosing a sender loads its templates and your signature for it. — The sender list offers every account that can start a conversation by email; the customer's own account is preselected.

Which channels can start a conversation:

Channel	Can start a conversation?	How the message travels
Mailboxes (IMAP, Gmail, Outlook)	Yes, to anyone with an email address	As an email from the mailbox
Webstores such as Shopify, WooCommerce, BigCommerce, Magento and ShopLine	Yes, to anyone with an email address	As an email from the store account
Amazon, Etsy, Fruugo and Otto	Yes	As an email from the account to the buyer’s address
eBay	Only to an eBay buyer already in your contacts, with one of their orders	As an eBay message about the order’s listing
Kaufland	Only to a Kaufland buyer already in your contacts, with one of their orders	As a new Kaufland ticket with the reason you pick
WhatsApp, Facebook, Instagram, Telegram, TikTok and live chat	No	These are chats, not tickets; answer them under Chats

For an ordinary recipient or a new contact, the list offers every account from the first three rows. For an eBay or Kaufland buyer it offers only the buyer’s own account; when an eBay buyer’s account is not connected any more, the column reads No available senders for this customer instead.

An account that is blocked or needs a new login appears as Blocked followed by its name, in red. You can pick it, but Create then shows Unblock the account to restore the ability to send the message. To fix the account, see Fix a blocked or silent account.

Your signatures and the accounts they belong to are set under Account Signatures.

Write to an eBay or Kaufland buyer

eBay and Kaufland let you contact a buyer only about something they bought. Replyco therefore asks for the order and a message type before it sends.

Pick the buyer under Select recipient. The sender is fixed to the buyer’s eBay or Kaufland account.
Under Select Order, pick one of the buyer’s orders on that account.
For Kaufland only, pick the item under Select Order Unit.
Under Select Message Type, pick the type.
Write the text and select Create.

The Create Ticket screen with an eBay buyer as recipient: Oliver Fraser with the account northwind-electronics. The sender is fixed to that eBay account. Below it, the order 14-11562-80417 is chosen under Select Order, and the highlighted Select Message Type drop-down shows "Shipping". eBay needs both before Replyco can send. Under the text box on the left, a counter reads 0/4000, and the check box "Send a copy to my email address" appears above Resolve after Send and Archive after Send. — Writing to an eBay buyer needs the order and a message type, and the text is limited to 4000 characters.

Marketplace	Message types
eBay	None, Customized Subject, General, Multiple Item Shipping, Payment, Shipping
Kaufland	Product not as described, Product defect, Product not delivered, Product return, Other/Contact

Without an order or a type, Create shows Please select Order and Message Type.

eBay needs the listing the order was for. When an order has no eBay item in Replyco, picking it opens the dialog Order is not synced with eBay. Select Sync Order and Replyco fetches the order from eBay and selects it. If the order still has no item, Replyco shows The order still has no eBay item. Please sync the order from eBay and try again.; pick another order of the same buyer.

eBay rules apply to the text as they do to replies:

At most 4000 characters. The counter under the text box shows how many you used; over 4000, Create stays greyed out.
No personal information. eBay does not allow phone numbers, email addresses or links to other sites. Replyco creates the ticket, but marks such a message as failed with the reason eBay does not allow sharing personal information such as phone numbers, email addresses, or external links in messages. Please remove this information and try again.
Images only, at most 5. Attach up to 5 images; PDF files only when the eBay attachment converter is on in your account settings.

For an eBay sender, the check box Send a copy to my email address appears above the other check boxes. Tick it to have eBay email you a copy of the message, as with eBay replies.

Write the message: templates, snippets and placeholders

The editor is the one you know from replies, with the same toolbar, templates, snippets and placeholders.

Template lists your switched-on templates. As soon as you pick a sender, the list shows only the templates linked to that account; before that, it shows all switched-on templates. Picking a template replaces the text box with the template’s text and your signature, and adds the template’s files. To write templates or link them to accounts, see Reply templates and the Templates screen.
Snippets: type / and a snippet’s name to insert it. They are kept under Snippets.
Placeholders: type # for the list, or select Tags under the text box and pick a chip. They stay as #…# in the editor and are filled in when Replyco creates the ticket. #username# becomes your full name. For every placeholder and its fallback text, see Snippets and placeholders.
Your signature for the sending account is added under the text when you pick the sender.
Assistant rewrites the text you have: shorter, longer, more formal, spelling corrected and more. It works here as in a ticket; see The ticket screen.

Preview shows the message as HTML, but cannot fill in placeholders on Create Ticket, because the ticket does not exist yet: they appear as #…#, except #username#. The customer still receives them filled in.

Add files and copies

Files: select Add Attachment, or drag files onto the text box. Each file appears in a list under the buttons with a button to remove it. A forwarded message’s files join the same list; a template’s files are listed separately and cannot be removed there.
Channel limits: Replyco checks the files you add against the sending account: eBay takes at most 5 images, Amazon at most 6 MB of files per message, and Replyco warns with You have uploaded too many files. Ebay limit is 5 files. or The message can't exceed 6 MB (including attachments)..
Copies: CC and BCC appear next to the recipient once you have chosen one. Each opens a field that searches your contacts and accepts any typed address; each field keeps up to 4 addresses, and a fifth is not added. A mistyped address stops the ticket with Please enter valid CC or Please enter valid BCC.

Assign, resolve or archive the new ticket

Select User to Assign starts with your own name and cannot be left empty. Pick a colleague to hand the conversation over: the new ticket is assigned to them, and they get a notification that a ticket was assigned to them. When you keep yourself, nobody is notified.

Resolve after Send creates the ticket as resolved, for a message that needs no answer, such as a dispatch notice. Archive after Send creates it archived. Both boxes start ticked or unticked according to Resolve Tickets After Reply and Archive Tickets After Reply in your account settings. A resolved or archived ticket comes back when the customer answers, like any other ticket; see Resolve, snooze or archive a ticket.

Send later, translate or save as a template

The arrow next to Create opens a menu with Choose Delaying Time and Save Reply as a Template. Both work as in a reply:

Choose Delaying Time creates the ticket now and sends the message after a number of minutes or at a date and time you pick. Until then the message waits in the new ticket, and you can send it at once or cancel it there. See Delayed sending.
Save Reply as a Template saves the text as a new template without sending anything; see Templates.

When you have a default delay in your account settings, Create itself waits that long, and the message is scheduled like every reply you send.

Translate opens a language list with Translate, which shows the translation in the text box, and Translate and Create, which creates the ticket and sends the message in the chosen language. When your company translates automatically, the button turns the send button into Translate and Create with a language list next to it. See Translations.

With keyboard shortcuts switched on in your account settings, Ctrl+Enter creates the ticket and Ctrl+Alt+Enter translates and creates it.

When Replyco does not create the ticket

Create checks the form in a fixed order and stops at the first problem. The message appears at the top right; nothing is sent, and everything you entered stays in the form.

The empty Create Ticket screen after selecting Create without filling anything in. In the top right corner, over the recipient field, a message with an orange warning icon reads "Please set Recipient field." and is highlighted. Nothing was sent and the form stays as it was. Replyco checks the recipient first, then the sender, the subject and the text, and names only the first thing that is missing. — Create names the first missing field in a message at the top right; nothing is sent until the form is complete.

Message	What is missing
Please set Recipient field.	No recipient chosen and no new contact started
Please set Sender field.	No sending account
Please set Subject field.	The subject is empty
Please set Message text.	The text box is empty
Please set Customer field.	The chosen recipient has no contact behind it; choose it again or add a new contact
Unblock the account to restore the ability to send the message	The sender is blocked or needs a new login
Please enter valid CC or Please enter valid BCC	A copy address is not a valid email address
Please input Name for a new contact	A new contact without a name
Please input Email for a new contact	A new contact without an email address
Please input valid email address.	The new contact’s email address is not valid
Please select Order and Message Type	An eBay or Kaufland buyer without order or message type

When the server refuses the ticket, its own message appears instead, for example Sorry, you can not create ticket now! Please contact support! when ticket creation is not available for your company.

What happens after you send

When the server accepts the ticket, Replyco shows Ticket successfully created. and opens the new ticket. What you find there:

Your message is the first message of the ticket, with the subject you entered and the placeholders filled in. It shows Processing until it has gone out, in the next sending round, usually within two minutes; a scheduled message shows Delayed and the time.
The ticket is assigned to the user you chose, and it is resolved or archived if you ticked those boxes.
The ticket is in your lists like one a customer started, under the recipient as its customer and the sending account as its account. See Ticket lists.
When the customer answers, the answer arrives in this ticket, and a resolved or archived ticket becomes open again.

If the channel refuses the message later, for example eBay because of personal information, the message shows Error Sending; hover it for the reason and try again from the ticket. See The ticket screen.

Back at the top left leaves the form without asking and without saving: Create Ticket keeps no draft.

Forward a message

Forwarding passes one message of a ticket to someone else, for example a customer’s new delivery address to your warehouse. It opens the same form, filled in, and the new ticket stays linked to the ticket you forwarded from.

Open the ticket and, on the message, select the forward arrow, Forward, at the right of its header.
The form opens with Fwd:, a space and the message’s subject under Subject, or the ticket’s subject when the message has none. The text box holds your signature and, below it, the message in a block that starts with ---------- Forwarded message --------- and lists its subject, sender, date and recipients; the date is written out in full, in your computer’s time zone and in the language of your screen. The message’s files are in the file list.
Pick the recipient, or add a new contact, and pick the sender under From.
(Optional) Write a note above the forwarded block, and remove files you do not want to pass on.
Select Create.

The forward screen for a message of ticket #32532. Subject reads "Fwd: Can I change the delivery address?". The text box starts with the signature Henry Clarke, Northwind Electronics customer service; below it the highlighted HTML block holds the forwarded message: "---------- Forwarded message ---------", its subject, From grace.mitchell@example.com, the date in full (Saturday, March 7, 2026 1:56 AM), To support@northwind-electronics.example.com, and the text "The new address is 14 Mill Lane, Leeds LS1 5AB." On the right, the recipient is Northwind Warehouse and the sender is the support mailbox. Create sends it as a new ticket linked to the original. — Forwarding opens the same form with the message, its header and a subject starting with Fwd: already in place.

Lists your switched-on templates, and after you pick a sender, only those linked to that account. Picking one replaces the text box with its text and your signature and adds its files; the cross in the field removes the choice.

Why

Send the same well-written message every time, for example a dispatch notice. See Reply templates.

Where

Under the recipient, once a recipient is chosen.

What

The sending account. It lists accounts that can start a conversation: for an eBay or Kaufland buyer only their own account. Blocked accounts are marked Blocked in red and cannot send. Picking an account loads its templates and your signature for it.

Why

The customer receives the message from the address or marketplace account they know.

eBay and Kaufland fields

Field	When it appears	What it does
Select Order	eBay or Kaufland buyer, with their account as sender	The buyer’s orders on that account; the message is about this order
Select Order Unit	Kaufland only, after an order	The item of the order the message is about
Select Message Type	eBay or Kaufland buyer	The type eBay or the reason Kaufland files the message under

Select User to Assign

Where

Bottom of the right column.

What

The user the new ticket is assigned to. It starts with you and cannot be left empty. A colleague you pick gets a notification.

Why

Hand the conversation to whoever will handle the answer.

Who sees what

Part of the screen	What decides whether you see it
+ Create Ticket in the top bar and the forward arrow on messages	Ticket creation for your company: every company that is not in a trial; during a trial, only once Replyco has verified the company, or from the start when it signed up in the German region
Templates limited to the sender’s account	Templates per account, every plan
Snippets with `/`	Snippets, every plan
Translate	Translations, every plan
Assistant and AI Draft	AI, every plan
Sender list, CC and BCC	A chosen recipient or a new contact
Select Order, Select Message Type	An eBay or Kaufland buyer with their account as sender
Send a copy to my email address and the 4000-character counter	An eBay sender

Companies on an older plan may not have templates per account, snippets or translations; see What each plan includes. No user permission is needed: everyone in a company that may create tickets can use the screen. The recipient search shows all of the company’s contacts.

What you need to know

Topic	Fact
Required	Recipient, sender, subject and text; for eBay and Kaufland also order and message type
Channels	Mailboxes, webstores, Amazon, Etsy, Fruugo and Otto for anyone with an email address; eBay and Kaufland only for their own buyers; chats never
Sending time	In the next sending round after Create, usually within two minutes, or later with a delay
Placeholders	Filled in from the new ticket when it is created; Preview on Create Ticket does not fill them
Copies	Up to 4 CC and 4 BCC addresses
Assignment	You by default; a colleague you pick is notified
No draft	Back or leaving the page discards the form
New contacts	Saved as email contacts of the sending account before the ticket is created
Forward	Creates a linked child ticket; carries the message’s files

Frequently asked questions

General

Why is there no Create Ticket button in my top bar?

+ Create Ticket appears only when your company may create tickets. During a trial this stays off until Replyco has verified your company, and the forward arrow on messages is hidden as well; companies that signed up in Replyco’s German region can create tickets from the start. Confirming your email address does not count as this verification. The server message Sorry, you can not create ticket now! Please contact support! says the same: contact support to have your company verified.

Which channels can I start a conversation on?

On Create Ticket you can send from mailboxes, webstores such as Shopify and WooCommerce, and from Amazon, Etsy, Fruugo and Otto, to anyone with an email address. eBay and Kaufland accounts can only write to their own buyers about one of their orders. WhatsApp, Facebook, Instagram, Telegram, TikTok and live chat are chats, not tickets, and cannot be used here.

Can every agent create tickets, or only admins?

Every user of a company that may create tickets sees + Create Ticket in the top bar; it needs no separate user permission. The recipient search shows all of the company’s contacts with an email address, whoever handled them before.

Where do I find the ticket after I sent it?

Replyco opens the new ticket as soon as it is created and shows Ticket successfully created.. Afterwards it is in your ticket lists like any other ticket, assigned to the user you chose under Select User to Assign, and resolved or archived if you ticked those boxes on Create Ticket.

Recipients and senders

Why can’t I find a customer in the recipient list?

Select recipient on Create Ticket only lists contacts with an email address, and eBay buyers known by their eBay ID. A customer who wrote through a chat or a marketplace without an address is not in the list. Use Add non system contact with their email address, or look them up under ToolsCustomers.

Why did the sender change when I picked the recipient?

Choosing a contact under Select recipient fills in the sender with the account the contact came from, so the customer hears from the store or marketplace they know. You can pick another account in the sender list. For eBay and Kaufland buyers the sender is fixed to their own account.

Why is our eBay account missing from the sender list?

eBay only delivers messages to its own buyers, about an order. On Create Ticket the eBay account appears only when you pick an eBay buyer under Select recipient, and then it is the only sender offered. For a new contact or an email customer, pick a mailbox or store account instead.

Why does the sender field say there is no sender for an eBay buyer?

The message No available senders for this customer appears on Create Ticket when you pick an eBay buyer whose eBay account is not connected to Replyco any more. Replyco cannot send eBay messages from another account. Reconnect the account under AdminAccounts.

Can I write to someone who has never contacted us?

Yes. On Create Ticket select Add non system contact, enter the name and email address, pick a mailbox or store account as the sender and send. Replyco saves the person as a new contact first, so they appear in the recipient search from then on.

Writing the message

Why does the template list change after I pick the sender?

Create Ticket first lists all switched-on templates and, once you pick a sender, only the templates linked to that account. A template without the account is then not offered. Link templates to accounts on the Templates screen under ToolsAutomation.

Why does Preview show my placeholders as they are?

On Create Ticket the ticket does not exist yet, so Preview has no customer or order to take values from and shows placeholders such as #customer_first_name# as written; only #username# is filled. Replyco fills in the placeholders from the new ticket when you select Create.

eBay and Kaufland

Why does Create Ticket ask for an order when I write to an eBay buyer?

eBay and Kaufland let a seller contact a buyer only about an order. On Create Ticket, for an eBay or Kaufland buyer, you pick the order under Select Order and the type under Select Message Type; Kaufland also asks for the item. Without them Replyco shows Please select Order and Message Type.

Why does a dialog ask me to sync the order first?

Replyco needs the eBay listing of the order to send an eBay message. When the order you pick on Create Ticket has none, the dialog Order is not synced with eBay offers Sync Order, which fetches the order from eBay and selects it. If the listing is still missing, pick another order of the buyer.

Why was my eBay message marked as failed?

eBay refuses messages with phone numbers, email addresses or links to other sites. Replyco creates the ticket from Create Ticket, but marks such a message as failed with that reason. Open the ticket, remove the personal information and send the text again as a reply. eBay messages are also limited to 4000 characters.

After sending and forwarding

When does the customer receive the message?

Replyco creates the ticket at once and sends the message in the next sending round, usually within two minutes; until then the message shows Processing in the new ticket. With Choose Delaying Time, or a default delay in your account settings, it waits until the time you set.

What happens when the customer answers?

The answer arrives in the ticket you created on Create Ticket, like any other message. A ticket you created resolved or archived becomes open again, so it reappears in your open ticket lists and is handled like a ticket the customer started.

Is a forwarded message linked to the original ticket?

Yes. A ticket created with the forward arrow on a message is a child of the original ticket: the original shows it under Child Ticket and the new one shows Parent Ticket:. Select either subject to switch between them on the ticket screen.

Data and privacy

What does the recipient of a forwarded message see?

The recipient gets your text, your signature, and the forwarded block with the original message, its subject, the sender’s address, the date and the addresses it went to, plus the files you kept in the list. Remove anything they should not see from the text box and the file list before you select Create.

Troubleshooting

Symptom	What to check
No + Create Ticket in the top bar and no forward arrow	Your company is in a trial and Replyco has not verified it yet; ticket creation is off until then. Confirming your email address does not switch it on; contact support
Sorry, you can not create ticket now! Please contact support!	Ticket creation is not available for your company, usually a trial that is not verified yet; contact support
A message at the top right, and nothing is sent	The field it names; the check stops at the first missing one. The table under When Replyco does not create the ticket lists each message
Unblock the account to restore the ability to send the message	The sender is marked Blocked; reconnect it, see Fix a blocked or silent account, or pick another sender
The eBay account is not in the sender list	Pick an eBay buyer as recipient; eBay accounts are offered only for their own buyers
No available senders for this customer	The buyer’s eBay account is not connected to Replyco any more; reconnect it
Please select Order and Message Type	Pick the order and the message type, and for Kaufland the item
Create stays greyed out	A file is still uploading, or an eBay text is over 4000 characters
A template is missing from the list	After picking the sender, only templates linked to that account are shown; check the template’s accounts on the Templates screen
Placeholders show as `#…#` in Preview	Expected on Create Ticket; they are filled in when the ticket is created
The eBay message failed	Phone numbers, email addresses or links in the text; remove them and send again from the ticket

Reply templates: writing templates and limiting them to accounts
Snippets and placeholders: every placeholder, snippet and fallback
Templates: the Templates screen under Automation
The ticket screen: where the new ticket opens, and the forward arrow
Answer a ticket: replying in an existing ticket with the same editor
Delayed sending · Translations · AI drafts
Account Signatures · Customers · Transcripts