The ticket screen

For: Everyone who answers or manages ticketsRequires: A user who can open the ticket; some parts need the AI feature or a permission (see Who sees what)Screenshots show sample data

The ticket screen shows one conversation with a customer and everything that belongs to it: the messages from both sides, the customer, the order, internal notes, the AI summary and the reply editor. Everyone who answers tickets works here; you open it by selecting a ticket in any list under Tickets, from a label’s list or from search, and its address ends in the ticket’s ID. The header acts on the whole ticket, the middle shows the conversation, and the right panel holds what you need to answer without leaving the screen. Everything you change here, from a label to an assignment, is saved at once and seen by your whole team.

What you can do here

Move between tickets and act on the ticket from its header. The icons in the header refresh, snooze, archive, resolve and assign the ticket; the arrows take you back to the list or on to the next unread ticket. Act on the ticket from its header · Resolve, snooze or archive a ticket
Read the whole conversation. Received and sent messages carry a status badge, the sender and the time; attachments open in a preview, and with tone analysis on, each customer message shows the customer’s mood. Read the conversation · Message tone analysis · Auto-responses for tickets
Switch a message to HTML, translate it, forward it or reply to it. Each open message has its own icons, so you can translate one foreign-language message or forward it to a supplier. Switch, translate, forward or reply to one message · Translations · Create Ticket
Label and prioritise the ticket. Add labels and set a priority in the right panel; the AI categories above them are set by Replyco. Label and prioritise the ticket · Ticket priorities and SLA · AI categories · Labels
Read the AI summary instead of the whole thread. A few sentences say what the customer wants and what has happened so far. Read the AI summary · AI summaries
See whether a colleague has the ticket open, before you both answer the same customer. See who else has the ticket open
Follow a forwarded ticket and merge it back. A ticket created by forwarding a message shows as a child ticket with a Merge button. Follow a parent or child ticket and merge it · Ticket merging
Work with the customer: see their contact details and ticket count, star them, block them, or correct the customer on store and email tickets. Work with the customer’s details · Customers · Blocked tickets
Keep internal notes on the ticket, the order and the customer, and mention a colleague with @ to notify them. Keep internal notes
Check the order and link another one. The order panel shows payment, tracking and delivery, syncs the order from the marketplace or your order-management system, and searches for an order when none is linked. Check the order and link another · Orders · Order management systems · Linnworks · Billbee
Cancel, refund or return an eBay order from the ticket, and open the eBay cases of the order. Cancel, refund or return an eBay order · eBay · eBay cases
Fill in custom fields that your company defined, such as a return reason or a serial number. Fill in custom fields · Custom Fields
Keep files with the ticket, separate from the messages. Keep files with the ticket
Reply to the customer with templates, snippets, attachments and translation, now or later; with AI drafts on, a reply is already written. Reply to the customer · Answer a ticket · AI drafts · Reply templates · Snippets and placeholders · Delayed sending
Rewrite your reply with the AI assistant: shorter, friendlier, more formal or with the spelling corrected, in nine ways. Rewrite a reply with the AI assistant
Pick up a reply where you or a colleague left it. Replyco saves the reply as a draft while you type. Pick up a saved draft
See what rules and colleagues did to the ticket, in its history between the messages. Read the conversation · Rules for incoming tickets

The screen at a glance

The ticket screen in Replyco for ticket #32532 "Can I change the delivery address?" from the Shopify account Northwind Electronics Store. The header holds the Back and Next unread ticket arrows, the star, the Shopify icon, the subject and account, and on the right the icons Refresh, Mark Unread, Snooze, Archive, Resolve, Assign User and the round blue Respond icon. The middle shows the conversation with Grace Mitchell: messages with a blue Received badge and one reply with a green Sent badge by Theo Rowe; the newest message is open with its own icons. The right panel shows the banner "This ticket has already been assigned to Theo Rowe.", the AI categories Order and Shipping Delivery, the label Pre-sale, the priority Standard (24 hours), the AI Summary, Customer Details, Notes and Order Details. — One ticket on one screen, with its actions at the top, the conversation in the middle and everything about the ticket on the right.

Region	What it shows	What you do there
Header, left	Back and Next unread ticket arrows, the star, the channel’s icon, `#` ticket number and subject, and the account the ticket came in on	Go back, go to the next unread ticket, star the ticket
Header, right	Icons for Refresh, read state, Snooze, Archive, Resolve, Assign User, and the round blue Respond	Act on the whole ticket; hover an icon to see its name
Conversation, middle	One card per message with its status badge, time and sender; the newest is open, the others show their first lines	Read, open a message, use a message’s own icons
Sort arrows, top right of the conversation	The message order	Switch between oldest first and newest first
Reply editor, below the conversation	Appears after Respond, or by itself when a draft exists	Write and send the reply
Right panel, top	Status lines (resolved, blocked, assigned, a colleague reading, snoozed), AI category tags, the label and priority selects, and any parent, child or eBay case blocks	Label, prioritise, open related tickets and cases
Right panel, below	AI Summary, Customer Details, Notes, Order Details, Product Details, Custom Fields, Attachments and, with the permission, Related Feedback	Read and act on the customer, order, notes and fields
Ticket list, left (optional)	The list you opened the ticket from	Switch tickets without going back; switched on in your account settings

Act on the ticket from its header

The header’s icons have no text; hover one and its name appears. They act on the ticket you are looking at, save at once and are the same for everyone.

Icon	What it does	Afterwards
Arrow left, Back	Goes back to the page you came from
Arrow right, Next unread ticket	Opens the next unread ticket in the list you came from; with no list, in Not Resolved	Shows We didn't find any unread tickets in current tab/folder. when there is none
Star	Stars the ticket for everyone; it then appears in Starred
Circular arrows, Refresh	Loads the ticket, its messages and notes again	Spins, with a sound, when a new message for this ticket arrives
Envelope, Mark Unread	Marks the ticket unread again	Takes you back to the list
Bell, Snooze	Hides the ticket from your lists until a time you pick	The right panel shows the time
Box, Archive	Moves the ticket to Archive after Are you sure?	Takes you back to the list
Tick, Resolve	Marks the ticket resolved and shows This ticket has been marked as resolved.	Goes back to the list only if your settings say so
Person, Assign User	Assigns the ticket to one user, or to nobody	The right panel shows who has it
Round blue icon, Respond	Opens the reply editor	Only on tickets the channel lets you answer

To snooze a ticket:

Select the bell icon in the header. The menu Snooze until... opens, with the date and time next to each choice.

The bell icon snoozes the ticket until a time you pick; the menu shows each choice's exact date and time.
What this screenshot shows
Screen
Respond (/ticket/:threadId)
Highlighted
heading “Snooze until...”, header-right, menu-open. lists the snooze periods
Also visible
Later today, Tomorrow, Tomorrow to 8am, This weekend, Next week with dates; Pick date & time
Purpose
snooze a ticket from its header
Select a choice, for example Tomorrow to 8am, or select Pick date & time, pick a day and time and select Save.
The ticket leaves your lists and waits in Snoozed. The right panel shows the snooze time, and the bell becomes Continue snoozing, with a Stop snoozing icon beside it.

When the time passes, the colleague the ticket is assigned to gets a notification saying The snooze time for the ticket has expired, followed by the subject, in your company’s language. A new message from the customer ends the snooze early, and so does sending a reply. The same new message also reopens a resolved ticket and brings an archived one back. For when to use which, see Resolve, snooze or archive a ticket.

If the reply editor holds a draft, Archive and Resolve ask first: You have a draft message. Are you sure you want to continue?. On an archived ticket the box icon is Restore, and a bin icon, Delete forever, deletes the ticket after the warning Are you sure you want to delete forever? Deleted tickets cannot be restored.. On a resolved ticket the tick is Mark as Unresolved. On Amazon tickets whose message contains Amazon’s link to close the case, a Resolve Case icon opens that link in Seller Central.

With Enable Ticket Details Shortcuts switched on in your Account Settings, the header also answers to the keyboard:

Keys	Action
Ctrl + ←	Back
Ctrl + →	Next unread ticket
Ctrl + Alt + A	Archive or Restore
Ctrl + Alt + R	Resolve or Mark as Unresolved
Ctrl + Enter	Respond, on a ticket you can answer

The shortcuts pause while the reply editor is open, so typing never archives a ticket by accident.

Read the conversation

The conversation lists every message of the ticket, the customer’s and your team’s. By default the oldest message is at the top and the screen scrolls to the newest at the bottom, which is the one that is open; the others show their first lines. Select a message to open it in full, and scroll up to load older messages, ten at a time. The arrows at the top right of the conversation, Sort messages by ascending/descending., reverse the order for this visit; your default is Message Order in your Account Settings.

Each message starts with a coloured badge:

Badge	Meaning
Received (blue)	A message from the customer
Sent (green)	A reply from your team that the channel accepted
Processing (yellow)	A reply Replyco is still sending
Delayed (yellow)	A reply scheduled for later; the card shows Sending is scheduled for with the time, Send now and Cancel
Error Sending (red)	A reply the channel refused; hover the badge for the reason and Try Again
Cancelled (red)	A scheduled reply that was cancelled; hover it for Try Again

Next to the badge are the date and time, and who sent it: by the colleague for your replies, from the address for customer messages. Replies based on a template or sent by an auto-response say so, with the template’s or auto-response’s name, and copies show a CC and BCC list when you hover the line. With tone analysis on, each customer message also shows a face for the customer’s mood; see Message tone analysis. To see how auto-responses end up in a ticket, see Auto-responses for tickets.

Attachments sit under their message with a preview. Select an image to see it large and step through the message’s images with the arrows; every file has Download.

Three settings in your Account Settings add to the conversation. Load user logs in the ticket shows the ticket’s history between the messages: who assigned, labelled, prioritised, resolved or snoozed it, and which rule acted on it, grouped with a link to show the rest; to write those rules, see Rules for incoming tickets. Show Notes in messages area shows the ticket’s notes between the messages, with icons for Add note and Show only notes under the sort arrows. Show In-Line Auto-responses in Ticket Detail screen shows sent auto-responses as one short line you can open.

Switch, translate, forward or reply to one message

An open message has its own row of controls at the right of its header. They act on that message only.

The newest customer message in ticket #32532, "The new address is 14 Mill Lane, Leeds LS1 5AB.", with a blue Received badge, the time 07/03/2026 01:56 and the sender grace.mitchell@example.com. At the right of the message header are the HTML switch, the globe icon, the forward arrow (Forward) and the reply icon (Reply to all). The globe icon is highlighted and its tooltip reads "Translate". Selecting it shows the message in your message language, with a bar that names the original language and a Show original text button. — Each open message has its own switch and icons for HTML or text, translation, forwarding and replying to it.

Control	What it does
HTML / Text switch	Shows the message as the customer’s email formatted it, or as plain text. Your default is Default Message View in your account settings.
Globe, Translate	Translates the message into your message language and shows a bar above it, also on a message that opened already translated; Show original text in the bar shows the original
Arrow, Forward	Opens Create Ticket with the message to forward; the new ticket becomes a child of this one
Curved arrow, Reply to all	Opens the reply editor with the message quoted and its CC and BCC filled in

The translation bar reads This text was translated from:, then the message’s language (or Detect Language when it is not known yet), an arrow and the target language. Pick another target language from the list and the message is translated again. The target starts as Message language in your Account Settings. Replyco keeps each translation, so opening the same message in the same language again shows it at once. If your company translates incoming messages automatically, messages open already translated; see Auto-translation and preferred language and Translations.

For example, a customer writes in Italian and your message language is English: select the globe on that message and read it in English, while the rest of the conversation stays as it was.

Label and prioritise the ticket

The top of the right panel sets how the ticket is sorted and found.

The top of the right panel of ticket #32532 in Replyco. Under the yellow banner "This ticket has already been assigned to Theo Rowe." are the AI category tags Order and Shipping Delivery and the label select with the label Pre-sale. The priority select below it is highlighted and open, with a search icon for typing: it shows Standard (24 hours) as the current priority and lists Urgent, VIP customers, Standard (24 hours) and Marketplace notices. Choosing a priority sets it on the ticket at once; clearing the select removes it. — Labels and the priority are set straight from the right panel; the AI categories above them are set by Replyco.

To add a label, open the first select, Select Label to assign, and pick one or more labels; each is added as you pick it. Select the × on a label to remove it.
To set the priority, open the second select, Select New Priority, and pick one. The ticket’s response and resolve deadlines follow that priority. Clear the select to remove the priority.

Labels are listed by name. A label that was deleted but is still on the ticket shows as REMOVED with its old name. Which labels you may use is set for your user by an admin, and labels are created under Labels. Priorities are defined on the Priorities & SLA tab of Company Settings; how their deadlines are counted is in Ticket priorities and SLA.

The coloured tags above the selects are the ticket’s AI categories. Replyco sets them from the customer’s messages; you cannot change them here. What they are for, and how to set up your own, is in AI categories.

Read the AI summary

The AI Summary panel sums up the conversation in a few sentences, for example Customer has just ordered a Bluetooth Speaker Mini to an old address and asks whether the delivery address can still be changed. When no summary exists yet, or a message has arrived since the last one, the panel offers Generate Summary or Regenerate Summary. The panel appears only when AI summaries are switched on in AI Settings; which language and which accounts it uses, and when it updates by itself, is in AI summaries.

See who else has the ticket open

When a colleague has the same ticket open, the right panel shows their name in a yellow line under the status lines: followed by is reading this ticket. while the ticket is open in a browser tab they are looking at, and by is responding to this ticket. while their reply editor is open. With two colleagues, both names are listed. Your own name never appears. The ticket lists show the same colleagues as avatars.

This needs agent collision detection or draft saving, both part of every plan. Replyco forgets colleagues’ statuses two hours after the last status change in your company.

Follow a parent or child ticket and merge it

When you forward a message from a ticket, the new ticket is linked to the one you forwarded from. The original shows a block Child Ticket with a number and the new ticket’s subject; the new ticket shows Parent Ticket: with the original’s subject. Select a subject to open that ticket. A yellow border means the linked ticket is still open, a green one that it is resolved.

The right panel of ticket #32532 in Replyco with a yellow-bordered block under the priority select that reads "Child Ticket 1: Please update the delivery address before packing". The subject is a link to that ticket, and the Merge button at the right of the block is highlighted. The yellow border means the child ticket is not resolved. Selecting Merge asks for confirmation and then merges the child ticket and this ticket into one. — A ticket created by forwarding one of this ticket's messages appears as a child ticket, with a Merge button.

To bring a child ticket’s messages into this ticket, select Merge in its block and confirm Are you sure you want to merge tickets? This action CANNOT be undone.. Replyco keeps the older of the two tickets, moves the other one’s messages, notes, history and files into it, deletes the other one and renames the kept ticket to MERGED: followed by both subjects. Merging works only when both tickets have the same customer and came in on the same account; otherwise Replyco shows You cannot merge Tickets from different Customers or Accounts.. A message forwarded to a supplier usually has a different customer, so it cannot be merged back. For merging from the ticket list and automatic merging, see Ticket merging.

On eBay tickets with an order, the same place shows a block for each eBay case of the order, Return Case or INR Case with the case number; with the cases permission it opens the case. See eBay cases.

Work with the customer’s details

Customer Details shows who wrote: the name, a star, and an envelope with the number of the customer’s tickets when there is more than one (a cart shows the number of orders the same way). Below are Email, Phone and Shipping Address. Select the name to open the customer in Customers, the email address to start a new ticket to them, and the copy icon to copy it.

The Customer Details panel of ticket #32532 in Replyco for Grace Mitchell, with her email address grace.mitchell@example.com, Phone N/A and her shipping address. The star next to her name and the envelope icon with the count 7, her number of tickets, sit beside the name. The ⋮ menu at the right of the panel is open with three entries: Block Customer, which is highlighted, Create New & Assign and Edit, the last two marked BETA. Block Customer asks for confirmation and moves all of this customer's tickets to the Blocked list. — The ⋮ menu of Customer Details blocks the customer or, on store and email channels, edits or replaces the customer.

The ⋮ menu at the right of the panel has:

Entry	What it does	When it is there
Block Customer	Asks Are you sure you want to block this customer? All their tickets will move to the Blocked list., then moves every ticket of this customer to Blocked and takes you back to the list	Always; Unblock Customer on a blocked customer
Create New & Assign (beta)	Creates a new customer from a form and makes it this ticket’s customer	Email, Gmail, Outlook, Shopify, WooCommerce, BigCommerce, Magento, Shopline and OTTO tickets, with the permission to edit customers
Edit (beta)	Changes this customer’s details	Same as above
Unsubscribe	Marks the customer as unsubscribed from your mailings; the panel then says Customer unsubscribed from mailing	Mailbox tickets of a customer who is not unsubscribed

Blocking is for senders you never want to hear from, such as spam. To see and unblock blocked customers, see Blocked tickets.

Keep internal notes

Notes are for your team only; the customer never sees them. The Notes panel opens with a count of the notes and has up to three tabs: Thread for this ticket, Order for the linked order and Customer for the customer, which you also see on their other tickets.

The Notes panel in the right panel of ticket #32532 in Replyco, opened under Customer Details and scrolled into view. The heading reads "Notes : 1". Its three tabs are Thread with a count of 1, Order and Customer; the Thread tab is highlighted and selected. It shows one note by Henry Clarke, dated 07/03/2026 04:30: "@Theo Rowe The warehouse confirms the order is not packed yet. Please change the address to 14 Mill Lane, Leeds LS1 5AB." Below the note is the Add New button, which opens a box for a new note on this ticket. — Notes are internal; the Thread tab holds this ticket's notes, and an @mention notifies the colleague you name.

Select Notes in the right panel to open it, then the tab the note belongs to.
Select Add New, write the note in the box and select Save. Type @ and pick a colleague to mention them.
The note appears with your initials and the time; after a change it shows edited {{date}} with the time of the change. A colleague you mentioned gets a notification, for example You were mentioned in the Ticket, with the ticket’s subject, written in your company’s language.

Hover a note to edit or delete it. The author can lock a note with the padlock, and a locked note then says This note is locked. It can be edited only by the author when you hover the padlock. Order notes can come from your order-management system: with Auto-sync notes from order management systems on in Company Settings, Replyco fetches them when you open the tab, and buttons such as Sync Notes with Linnworks fetch them by hand. Deleting an order note that came from such a system deletes it there too.

With Show Notes in messages area on in your account settings, ticket notes appear between the messages instead, and the Thread tab is hidden.

Check the order and link another

Order Details shows the order Replyco linked to the ticket: order ID, dates, Paid Status, Tracking Number, shipping service, delivery date and more. Product Details below it lists the ordered items; its switch changes to Related Products.

How Replyco finds the order. When a message arrives, Replyco looks for the order it is about. What it looks for depends on the channel:

Channel	What Replyco looks for
eBay	An eBay order number in the message; otherwise the buyer’s order of the item the message is about
Amazon	An Amazon order number in the subject or the message; otherwise the customer’s latest order, found by their email address
Otto	An order number in the message
Etsy	An order number in the message or the subject
BigCommerce, Magento and Fruugo	An order number in the subject
Kaufland and Wish	The order the marketplace sends with the message
Shopify and ShopLine	The customer’s orders, found by their email address: the one whose number appears in the message, or the only one
Mailboxes, Gmail, Outlook and WooCommerce	An order your order-management system, such as Linnworks, finds from the number in the subject; see Order management systems

A ticket without an order is searched again with each new message and each time someone opens it. Once an order is linked, Replyco never replaces it by itself; you can link another by hand or remove a wrong one, as described below.

The icons at the top of the panel:

Icon	What it does
Cart, Show full Market Order	Opens the order as the marketplace or store has it, in Full order details
Circular arrows, Sync Order from Market	Fetches the order again from the marketplace or store
Order-management icons	For an order that Linnworks, ChannelAdvisor, Veeqo, Katana, Billbee or Brightpearl know: show the full order there, sync it from there and, for Linnworks and Billbee, download the invoice
Bin, Remove order	Unlinks the order from the ticket after Are you sure you want to remove an order?
Gear, Edit fields visibility	Chooses and orders the fields the panel shows, for you or for all users
⋮	More actions: the eBay order actions, Billbee’s custom triggers, and the order-management actions when you have more than one such system

When no order is linked, the panel helps you find one. The magnifier, Automatically search order, searches again; a field Enter Marketplace Order# takes an order number from the marketplace or store, and one field per order-management system takes its order ID. Select the save icon in the field to link the order. When the customer has orders, Customer Orders lists them with number, date and items, so you can pick one. Every linked order is written to the ticket’s history. If the account or the order-management system needs a new login, the fields are disabled with the hint Perform a relogin of the integration before searching for orders; see Fix a blocked or silent account.

For example, a customer writes from a new email address and Replyco finds no order: type the order number from their message into Enter Marketplace Order#, select the save icon, and the order, its tracking number and its notes appear. To browse all orders, see Orders; what each order-management system adds is under Order management systems.

Cancel, refund or return an eBay order

On a ticket whose order belongs to an eBay account, the ⋮ menu of Order Details has Cancel Order, Refund Order and Return Order. Replyco sends each one to eBay, so you do not have to open Seller Hub.

Ticket #32533 "Received the 4-in-1 hub instead of the 7-in-1" from the eBay account northwind-electronics in Replyco. In the right panel, the Order Details panel shows the eBay order 14-11562-80417, created 03/03/2026, Paid, with its tracking number. The icons at the top of the panel are Show full Market Order, Sync Order from Market, remove, field settings and ⋮; the ⋮ menu is open with Cancel Order, Refund Order and Return Order. Refund Order is highlighted; it opens the eBay refund form for this order. — On an eBay ticket, the Order Details menu cancels, refunds or returns the order on eBay without leaving the ticket.

In Order Details, select ⋮ and then the action, for example Refund Order.
Fill in the form. Fields with an asterisk are required.

The refund form sends a reason, an amount and a currency to eBay; the comment is optional.
What this screenshot shows
Screen
Refund Order (/ticket/:threadId)
Highlighted
button “Refund Order”, dialog-bottom, enabled. sends the refund to eBay
Also visible
Refund reason (required); Comment; Refund amount value (required); Refund amount currency (required)
Purpose
refund an eBay order from the ticket
Select the button at the bottom. Replyco confirms with Success, marks the ticket as read and updates Order Details with the order as eBay returns it; if a required field is empty, it shows All fields must be completed. instead.

Action	Required fields	Optional
Cancel Order	Cancel reason
Refund Order	Refund reason, Refund amount value, Refund amount currency	Comment, up to 100 characters
Return Order	Shipping Carrier, Return Reason, Return Quantity (at least 1), Type	Comment, up to 100 characters

Cancel Order is not offered once the order has a cancellation; the panel then shows Order has an open cancellation process in red, which opens its details. How eBay handles them afterwards is in eBay, and eBay’s own cases in eBay cases.

Fill in custom fields

Custom Fields holds extra information your company tracks on tickets, such as a return reason, a serial number or a warranty date. The panel lists the fields that have a value on this ticket. It appears when your company has the custom fields feature, which every current plan includes; companies on an older plan may not have it, see What each plan includes.

Select the plus icon in the Custom Fields panel, or the gear icon when fields already have values.
Fill in the fields: text, number, yes or no, date, date and time, or a choice from a list. A number field with text in it is refused with {{name}} must be a number., where the name is the field’s.
Select Save. The values appear in the panel, and a field can be cleared again after Are you sure?.

The fields themselves are created under ToolsCustom Fields; when none exist, the panel links there. See Custom Fields.

Keep files with the ticket

Attachments in the right panel holds files kept with the ticket itself, such as an invoice Replyco downloaded from your order-management system. They are not sent to the customer. Select Upload New to add a file; open the panel to see the list, and download or delete each file there. To send a file to the customer, attach it to your reply instead; see Answer a ticket.

Reply to the customer

Select Respond, the round blue icon at the right end of the header, and the reply editor opens under the conversation, addressed to the customer. There you pick a template, write or edit the text, add attachments, translate, preview, choose whether the ticket is resolved or archived after sending, and send now or later. With AI drafts on, the editor opens with a reply already written under AI Suggested Response, which you accept with Accept & Send or turn down with Reject. The whole job is described step by step in Answer a ticket; for templates, drafts and later sending see Reply templates, AI drafts and Delayed sending.

Some channels decide per message whether you may answer, and then the round blue icon is missing. Fruugo tickets open the editor with Fruugo’s reference line already at the top, because Fruugo needs it to link your reply to the customer’s message; leave it in. To start a new line without a new paragraph, press Shift + Enter.

Rewrite a reply with the AI assistant

The editor’s toolbar starts with two AI buttons: Assistant rewrites the text you have, and AI Draft writes a reply from a short description of what it should say.

Write or accept a reply in the editor.
Select Assistant and choose how to change it: Make Shorter, Make Longer, Improve Writing, Simplify Writing, Make Formal, Make Informal, Make Professional, Make Friendly or Correct Spelling.

The Assistant menu rewrites your reply, or only the part you selected, shorter, friendlier or corrected.
What this screenshot shows
Screen
Respond (/ticket/:threadId)
Highlighted
button “Assistant”, editor-toolbar-left, menu-open. rewrites the editor text
Also visible
AI Suggested Response in the editor; Assistant menu with nine rewrite options; AI Draft button
Purpose
the AI assistant in the reply editor
The text in the editor is replaced by the rewritten version. Read it before you send it.

To change one sentence only, select it in the editor: a small AI Assistant menu appears with the same nine choices, and only the selected text is rewritten. AI Draft first asks Describe what the reply should say…; type at least three characters, for example confirm the new address and the dispatch date, and press Enter. The draft is written from the last ten messages and the ticket’s summary, without the real order or customer values. Both buttons need the AI feature, which every plan has. How company-wide draft instructions shape the result is in AI drafts.

Pick up a saved draft

Opens the reply editor under the conversation. Missing on messages the channel does not let you answer, such as Amazon or eBay notifications.

Why

The start of every reply; see Answer a ticket.

Sort arrows, notes icons and the message controls

Control	What it does	Why
Sort arrows, Sort messages by ascending/descending.	Reverses the message order for this visit	Read from the start or from the latest message
Plus, Add note	Opens a note box under the conversation; only with Show Notes in messages area	Write a note in context
Book, Show only notes	Hides the messages and shows only the notes; only with Show Notes in messages area	Read the team’s notes on a long ticket
Status badge	The message’s status; failed and cancelled replies show the reason and Try Again on hover	Spot a reply that did not reach the customer
Arrow under a card	Opens or closes the message; a closed one says Click to expand Full Message	Read long threads
HTML / Text	Switches the open message between formatted and plain text	Read newsletters and plain text alike
Globe, Translate	Translates the message; Show original text returns to the original	Understand a customer in another language
Forward arrow, Forward	Forwards the message as a new, linked ticket	Pass a question to a supplier or warehouse
Curved arrow, Reply to all	Replies with the message quoted and its CC and BCC	Answer everyone on an email thread

Status lines and AI category tags

Line	Meaning	Why
Resolved (green)	The ticket is resolved	Know at once that nothing is open
This customer is blocked (red)	The customer is blocked	Their tickets go to Blocked
This ticket has been assigned to you (green) or a colleague’s name (yellow)	Who the ticket is assigned to	Avoid answering someone else’s ticket
A name and is reading this ticket. or is responding to this ticket.	A colleague has the ticket open, or is writing a reply	Agree who replies
Snoozed until a time, or snoozed some time ago in red	The snooze time, or that it has run out	See when the ticket comes back
Coloured tags	The ticket’s AI categories	See at a glance what the customer wants

Where

Right panel, last panel. Only with the Feedback permission.

What

Marketplace feedback left for the ticket’s order.

Why

See whether the customer already left feedback before you answer; see Feedback List.

Your ticket view settings

These personal settings live on the Settings tab of Account Settings and change only your own ticket screen.

Setting	What it changes	Why
Message Order	Oldest or newest message first	Read in the order you prefer
Default Message View	Messages open as text or as HTML	Plain text loads faster; HTML shows the layout
Expand all messages in a thread	Every message opens in full	Read short threads without clicking
Show Notes in messages area	Ticket notes appear between the messages	Read notes in context
Show Tickets List in Ticket Detail screen	The list you came from stays on the left	Switch tickets without going back
Load user logs in the ticket	The ticket’s history appears between the messages	See who changed what
Show In-Line Auto-responses in Ticket Detail screen	Sent auto-responses show as one line	Keep long threads short
Message language	The language messages are translated into	Read every customer in your language
Enable Ticket Details Shortcuts	Keyboard shortcuts in the ticket	Work without the mouse
Leave Tickets Unread	Opening a ticket does not mark it read	Keep tickets bold for a colleague
Automatically Return to Ticket List After Resolving	Resolving takes you back to the list	Move on after each ticket

Who sees what

Part of the screen	What decides whether you see it
The ticket itself	Your user’s ticket lists, accounts and labels, set by an admin; see User permissions and roles
Respond and Reply to all	The channel: Amazon, eBay, Etsy, Fruugo and Kaufland decide per message whether a reply is possible
Resolve Case	Amazon messages with Amazon’s link to close the case
AI Summary	AI (every plan) and AI summaries switched on in AI Settings
AI category tags, Assistant, AI Draft	AI (every plan); the tags also need categorisation switched on
The tone face on customer messages	AI and message tone analysis switched on
Globe, Translate, on messages	Translations
The line is reading this ticket.	Agent collision detection or draft saving
The spinning Refresh icon for a new message	Agent collision detection or draft saving
Saved drafts	Draft saving
The Custom Fields panel	The custom fields feature
Priorities to choose from	The Priorities & SLA tab of Company Settings, where a user with the Admin permission with Edit rights defines them
Cancel Order, Refund Order, Return Order	eBay in-ticket cancellations, returns and refunds, on an eBay order
Links in eBay case blocks	The cases permission
Related Feedback	The Feedback permission
Create New & Assign and Edit	The permission to edit customers, on email and store tickets
Forward arrow on messages	Your company may create tickets: every paid company, and a trial company once Replyco has verified it or when it signed up in the German region; see Create Ticket
Delete forever	Archived tickets only
The ticket list on the left	Show Tickets List in Ticket Detail screen in your account settings, when you opened the ticket from a list

Every plan includes every feature in this table, and during a trial every feature is on except ticket creation, which waits for Replyco’s verification as the forward arrow row says. Companies on an older plan may not have some of them; see What each plan includes.

What you need to know

Topic	Fact
Saving	Labels, priority, assignment, star, snooze and status save as you choose them; there is no Save button for the ticket
Shared or personal	Star, labels, priority, assignment, notes and drafts are shared by the team; message order, default view, message language and shortcuts are yours
New customer message	Reopens a resolved ticket, brings an archived one back and ends a snooze
Your reply	Ends a snooze, and cancels auto-responses still waiting to be sent in this ticket
Messages per load	Ten; older ones load as you scroll
Translations	Kept per message and language, so the second view is instant
Drafts	One per ticket, saved every ten seconds, kept 24 hours after the last change
Who is reading	Only colleagues, never you; forgotten two hours after the last status change in your company
Merge	Only same customer and same account; the older ticket stays; cannot be undone
Blocking	Moves all of the customer’s tickets to Blocked
Notes	Internal only; @mentions notify the colleague
eBay actions	Sent to eBay at once; comments up to 100 characters

Frequently asked questions

Header and status

Why is there no Respond icon on this ticket?

Amazon, eBay, Etsy, Fruugo and Kaufland decide for each message whether a reply is possible, and Replyco hides the round blue Respond icon when the channel does not allow one, for example on marketplace notifications. Answer the customer in the marketplace itself, or wait for a message you can reply to.

Why did the ticket jump back to the list after I archived it?

Archive, Restore and Mark Unread always take you back to the page you came from. Resolve does the same only when Automatically Return to Ticket List After Resolving is on in your Account Settings, on the Settings tab.

Why does the next-ticket arrow say there are no unread tickets?

The right arrow in the header looks for unread tickets in the list or label you opened the ticket from, or in Not Resolved when you came from elsewhere. When every ticket there is read, Replyco shows We didn't find any unread tickets in current tab/folder.. Open another list and try again.

Why did a snoozed ticket come back early?

A snooze ends when its time passes, when the customer sends a new message, or when someone sends a reply in the ticket. You can also end it yourself with Stop snoozing in the header. The colleague the ticket is assigned to gets a notification when the snooze time runs out.

Does a star only show for me?

No. The star in the ticket header is saved on the ticket for the whole company, and every colleague sees the ticket in Starred. Use a label if you need a personal marker that others can filter out.

Conversation

Why can’t I see older messages?

The ticket screen loads the newest ten messages first and loads older ones when you scroll up in the conversation. With the order reversed by the sort arrows, older messages load as you scroll down instead. Wait a moment after scrolling while the next ten load.

How do I see a message’s original formatting?

Open the message and turn the HTML switch on at the right of its header; turn it off for plain text. To open every message as HTML by default, choose it in Default Message View on the Settings tab of your Account Settings.

Which language does Translate use?

The globe icon on a message translates it into your Message language, set on the Settings tab of your Account Settings, English if you never set one. The bar above the translated message lets you pick another language for that message; see Translations. On a message that opened already translated, the globe also translates into your Message language. Every plan includes the Translations feature.

Why does a reply show a red error badge?

The red Error Sending badge means the channel refused the reply. Hover the badge to read the channel’s reason, fix what it names, for example an attachment that is too large, and select Try Again in the same hover box to send it again.

Right panel

Why can’t I change the AI categories on a ticket?

The coloured tags at the top of the right panel are set by Replyco’s AI from the customer’s messages; the ticket screen shows them but has no control to change them. To choose which categories exist and when they are assigned, go to ToolsAI Settings, which needs the Admin permission with Edit rights; see AI categories.

Why is the AI summary missing from the ticket?

The panel appears only when your company has the AI feature and AI summaries are switched on in ToolsAI Settings, where a user with the Admin permission with Edit rights switches them on. When the panel is there but empty, no summary has been made yet: select Generate Summary to create one for this ticket.

Why can’t I merge a child ticket?

Merge works only when both tickets belong to the same customer and came in on the same account; otherwise Replyco shows You cannot merge Tickets from different Customers or Accounts.. A message you forwarded to a supplier or warehouse has that supplier as its customer, so it stays a separate, linked ticket.

Who sees my notes?

Notes in the Notes panel are internal: every colleague who can open the ticket sees them, the customer never does. A note on the order or the customer also shows on other tickets with the same order or customer. Lock a note with the padlock so that only you can edit it.

How do I tell a colleague about a ticket?

Open Notes in the right panel, select Add New, type @ and pick the colleague, write your note and select Save. The colleague gets a notification in Replyco saying they were mentioned in the ticket, with the ticket’s subject; see Notifications.

Why is no order shown, or the wrong one?

Replyco links an order when it finds one by the rules of the ticket’s channel, for example an order number in the message; see Check the order and link another. When none is linked, type the order number into Enter Marketplace Order# or into the field of your order-management system in Order Details, or pick one from Customer Orders. Replyco never replaces a linked order by itself: to replace a wrong one, remove it with the bin icon first.

Why are the order search fields greyed out?

The account the ticket came from, or your order-management system, needs a new login, and Replyco shows Perform a relogin of the integration before searching for orders when you hover the field. Log in again from the account’s details under Accounts; afterwards the fields work again.

eBay, fields and files

Why don’t I see Cancel, Refund and Return on an eBay order?

The three eBay actions in the ⋮ menu of Order Details need an order that belongs to an eBay account. Cancel Order is left out once the order already has a cancellation, which the panel shows in red.

Why does the refund form say all fields must be completed?

Refund reason, Refund amount value and Refund amount currency are required in the eBay refund form, marked with an asterisk. Fill them in and select the button again; the comment is optional but may not be longer than 100 characters.

Are files in the Attachments panel sent to the customer?

No. The Attachments panel keeps files with the ticket for your team, such as an invoice from your order-management system. To send a file, attach it in the reply editor with Add Attachment before you send the reply.

Replies and drafts

Can I save a reply as a draft?

Yes. With draft saving, which every plan includes, Replyco saves the reply editor’s text every ten seconds and when you click outside it. The draft belongs to the ticket, so a colleague who opens it sees it too; it is kept for 24 hours after the last change and removed when the reply is sent.

How do I start a new line without a new paragraph?

In the reply editor, press Shift + Enter for a line break inside the paragraph; Enter starts a new paragraph. Some marketplaces show paragraphs with extra space, so a line break keeps an address or a list compact.

Does the AI assistant send anything to the customer?

No. Assistant and AI Draft only change the text in the reply editor. Nothing is sent until you select the send button, so read the rewritten text first and change what does not fit your policy.

Can two of us answer the same ticket at once?

Replyco does not stop it, but it warns you: with agent collision detection on, the right panel names every colleague who has the ticket open, followed by is reading this ticket., or by is responding to this ticket. while they write a reply. Agree who answers before you both send a reply.

Troubleshooting

Symptom	What to check
The ticket shows a loading skeleton, then a not-found page	The ticket was merged into another or deleted, or your user may not open it; search for the customer or order number to find the kept ticket
No round blue Respond icon	The channel does not allow a reply to this message (Amazon, eBay, Etsy, Fruugo, Kaufland); answer in the marketplace
We didn't find any unread tickets in current tab/folder.	Every ticket in the list you came from is read; open another list
A new message does not appear	Select Refresh; the conversation does not add messages by itself
A reply shows Error Sending	Hover the badge for the channel’s reason; fix it and select Try Again
The globe icon is missing on messages	The icon appears only on an open message; select the message. Companies on an older plan may not have translations
AI Summary is missing	AI summaries in ToolsAI Settings, switched on by a user with the Admin permission with Edit rights; then Generate Summary
You cannot merge Tickets from different Customers or Accounts.	The two tickets have different customers or accounts; they cannot be merged
No order in Order Details	The magnifier Automatically search order; then the order number field; then Customer Orders
Order fields greyed out with Perform a relogin of the integration before searching for orders	Log in to the account or order-management system again; see Fix a blocked or silent account
No eBay actions in the order’s ⋮ menu	The order must belong to an eBay account. Companies on an older plan may not have the eBay actions
All fields must be completed. in an eBay form	Fill every field with an asterisk
{{name}} must be a number.	A number custom field contains text; enter digits only
A colleague’s draft appears in your editor	Drafts are shared per ticket; agree who answers, or clear the text

Answer a ticket
Resolve, snooze or archive a ticket · Assign, label and merge tickets
Ticket lists · Blocked tickets · Archived tickets · Create Ticket
AI summaries · AI drafts · AI categories · Message tone analysis
Translations · Ticket priorities and SLA · Ticket merging · Delayed sending
Reply templates · Snippets and placeholders · Auto-responses for tickets · Rules for incoming tickets
Customers · Orders · Labels · Custom Fields
eBay · eBay cases · Order management systems · Linnworks · Billbee
Account Settings · AI Settings
Troubleshooting tickets

The ticket screen

What you can do here

The screen at a glance

Act on the ticket from its header

Read the conversation

Switch, translate, forward or reply to one message

Label and prioritise the ticket

Read the AI summary

See who else has the ticket open

Follow a parent or child ticket and merge it

Work with the customer’s details

Keep internal notes

Check the order and link another

Cancel, refund or return an eBay order

Fill in custom fields

Keep files with the ticket

Reply to the customer

Rewrite a reply with the AI assistant

Pick up a saved draft

Every control, explained

Back and Next unread ticket

The star

Channel icon, subject and account

Refresh

Mark Unread and Mark Read

Snooze

Archive and Restore

Resolve and Mark as Unresolved

Assign User

Resolve Case

Delete forever

Respond