Ticket lists

For: Everyone who answers or manages ticketsRequires: A user account with at least one ticket list; an admin decides which lists each user seesScreenshots show sample data

The ticket lists are where your team works through customer messages: every conversation from every connected marketplace, mailbox and messenger is one row, with its label, deadline, customer’s mood and assignee in view. Open them from Tickets in the sidebar, where views such as Not Resolved, My Tickets and Unassigned each show one slice of your tickets, and from Labels, which has one list per label. Every view is the same screen with the same columns, filters and actions; only the tickets in it differ. Which views you see is set for your user by an admin, so a colleague’s sidebar can look different from yours.

What you can do here

Switch between views of your tickets. Each view in the sidebar, such as Not Resolved or Snoozed, is a fixed selection with a counter beside it, and each label has its own list under Labels. The Delayed view holds the tickets with a reply waiting to be sent later. Choose a view · Delayed sending · User permissions and roles
Find tickets with search and filters. Search covers customers, subjects, message text, order and tracking numbers, and nine filters narrow the list by channel, account, language, assignee, state, deadline, date, label and AI category. Search and filter the list
Put the most urgent tickets on top. Sort by the respond-by or resolve-by deadline, the ticket number or a date, and show up to 100 tickets per page. Sort and page through the list
Read each ticket’s state without opening it. A coloured stripe and a countdown show the response deadline of the ticket’s priority, bold rows are unread, and counters show notes, messages and attachments. Read a row · Ticket priorities and SLA
See the customer’s mood, the AI summary and the AI’s categories in the list. A face shows the tone of the customer’s latest scored message, hovering a subject shows the AI summary, and coloured tags show the categories the AI chose. Read a row · Message tone analysis · AI summaries · AI categories
Check the customer’s language. The optional Language column shows a flag for the language of the customer’s latest message, which helps when you decide who answers or whether to translate. Choose the columns · Translations
Review and send AI drafts from the list. A sparkle marks tickets with a reply the AI has written; open it, edit it and send it, then move to the next draft without leaving the list. Review AI drafts from the list · AI drafts
Act on many tickets at once. Tick rows to assign, label, snooze, archive, resolve, merge or block them together, or run your rules on them again. Act on several tickets at once · Ticket merging · Rules for incoming tickets
Open a ticket, or act on one with a right-click. Open a ticket or act on it with a right-click
Star the tickets you want to find again. Star a ticket
Choose, order and size the columns. Choose the columns
Export the page you are looking at to a CSV file, including the text of every message. Export the list · Export tickets and reports

The screen at a glance

The Not Resolved ticket list in Replyco. In the left sidebar the Tickets menu is expanded and lists the views Smart Filters, Starred, Not Resolved (counter 14, highlighted), My Tickets, Unassigned (8), Resolved (9), All Tickets (23), Blocked, Snoozed, Delayed and Archive. The main area shows the heading Tickets with the three-dot menu, the Refresh and Filters buttons, and a table of ten tickets with columns for star, AI draft, label, AI categories, tone, source, account, customer, counters, subject, assigned user and respond-by time. A coloured stripe marks each row's deadline state: yellow for time left or answered, red for "Overdue 2 Days" and "Overdue 6 Days". Selecting a view shows its tickets. — The views under Tickets in the sidebar each show one slice of your tickets; the counter says how many are in it.

Region	What it shows	What you do there
Views, in the sidebar under Tickets	Smart Filters, Starred, Not Resolved, My Tickets, Unassigned, Resolved, All Tickets, Blocked, Snoozed, Delayed, Archive, with a counter beside most of them	Switch views; the selected view has a blue bar
Labels, in the sidebar under Labels	One entry per label you may see, in the label’s colour, with a counter	Open a label’s list
Heading, top left	Tickets and the ⋮ menu with Edit Columns and Export	Choose columns, export the page
Buttons, top right	Refresh and Filters	Reload the list; open the search and filters
Bulk action bar, top centre	Appears only when rows are ticked: the count and the actions for the selected tickets	Act on several tickets at once
The table	One row per ticket, with a stripe at the left edge	Open, star, tick, sort, right-click, hover for details
Paging, bottom right	PREV, the page numbers, NEXT and the page size	Move through pages; show 10, 20, 50 or 100 per page

The heading reads Tickets on every view; the view you are on is the one highlighted in the sidebar.

Choose a view

Select a view under Tickets in the sidebar. The list loads at once, with the latest message first unless you sorted this view differently. Each view is a fixed rule on the server, so the same ticket can appear in several views at the same time: an open ticket assigned to you is in Not Resolved, My Tickets and All Tickets.

View	Which tickets it holds	Counter
Starred	Tickets with a star, in any status. Starring is shared by the whole company.	Starred tickets
Not Resolved	Every ticket that is not resolved	Tickets in the view
My Tickets	Tickets assigned to you, resolved ones included	Tickets in the view
Unassigned	Tickets assigned to nobody, resolved ones included	Tickets in the view
Resolved	Resolved tickets	Tickets in the view
All Tickets	Every ticket, open and resolved, including those with a delayed reply	Tickets in the view
Snoozed	Tickets snoozed until a time that has not come yet; an extra column can show the time	Tickets in the view
Delayed	Tickets with a reply scheduled to be sent later, including auto-responses set to go out after a delay	Tickets in the view
A label under Labels	Every ticket that carries the label, open and resolved	Tickets with the label

Archived tickets, tickets of blocked customers and snoozed tickets appear in none of these views except Snoozed: they have Archive and Blocked of their own. To see what those two views add, see Archived tickets and Blocked tickets. Smart Filters at the top of the menu opens saved searches of your own, described in Smart Filters.

The counter beside a view shows, by default, how many tickets the view holds. In Account Settings, on the Settings tab, Ticket badge in the menu switches it to the number of unread or unresolved tickets, or shows several numbers side by side; see Account Settings. Archive never has a counter, and a view with nothing to count shows none.

A label’s list works the same way. Select a label under Labels and the list shows the tickets that carry it, with the same columns and actions; only the filter for labels is missing, because the list already is one label. To create labels or change their colour, see Labels.

A label's ticket list in Replyco. In the left sidebar the Labels menu is expanded and lists the company's labels in their colours, among them eBay Questions, eBay Notifications, Amazon Notifications, Cancellations with the counter 1, Pre-sale with the counter 12, New customers, Closing soon, Delivery, Damaged items and Replacements. The Pre-sale label is highlighted. The main area has the same heading Tickets, Refresh and Filters buttons and table as the other lists, and every row carries the green Pre-sale label. Selecting a label shows the tickets that carry it. — Each label under Labels opens a list of the tickets that carry it, with the same controls as every ticket list.

Which views you see is set by an admin, per user, on the user’s Access Rights in AdminUsers. My Tickets is always included. A user added under AdminUsers starts with every view except Starred, whatever their role; the admin adds Starred on the user’s Access Rights. The person who signed your company up has it from the start. If you open the address of a view you may not use, Replyco shows My Tickets instead. The same settings decide which accounts and labels you may see, and every list leaves out the tickets of the others. See User permissions and roles.

A view with no tickets, or a view whose filters match nothing, shows No data... in place of rows. Before you conclude that tickets are missing, check the other views and the filters you left set on this one.

The Snoozed ticket list in Replyco with no tickets in it. In the left sidebar the Tickets menu is expanded and Snoozed is selected, without a counter. The main area shows the heading Tickets, the Refresh and Filters buttons and the table's column headings, and in place of rows an information icon with the text "No data..." is highlighted. The same text appears whenever a list, or a list with your filters applied, holds no tickets. — An empty list shows No data...; check the view and your filters before assuming tickets are missing.

The list does not refresh by itself. When new tickets arrive for you, a banner reads New tickets have arrived. Click refresh button to update the list. on All Tickets, Not Resolved and My Tickets; select Refresh to load them. On other screens the banner reads New tickets have arrived. Click here to check them. and opens All Tickets.

Search and filter the list

Select Filters at the top right of the list.

The filters panel opens above the table.
To search, type in Search and press Enter or select the magnifier.

The search looks in the customer’s name and email address, the subject and the text of every message, and, for a single word without spaces, the ticket number, the order number and the marketplace’s customer ID. It also finds exact tracking numbers and postcodes. Words match from their beginning, so earb finds earbuds.
Choose values in any of the other filters.

The list changes as soon as you pick a value. Each filter you set appears as a tag under the heading, with a cross to remove it.

Filters opens every filter for the list; the Priority filter narrows it to tickets by respond-by and resolve-by state.
What this screenshot shows
Screen
Not Resolved (/tickets/notresolved)
Highlighted
combobox “Priority”, filters-panel, expanded. filters the list by respond-by or resolve-by state
Also visible
Search box with magnifier; ten filter drop-downs and a date range; Advanced Search link; Priority options: Respond Within - Due, Overdue, Responded, No priority; Resolve Within - Due
Purpose
filter the list
To start again, select Clear Filters, which appears in the panel once a filter is set.

Example. To see which open eBay tickets are already late, open Not Resolved, choose eBay in Filter by Marketplace and Respond Within - Overdue in Priority. The list keeps only the eBay tickets whose respond-by time has passed without a reply from you.

Advanced search builds a search from several conditions. Select Advanced Search under the filters; each condition is a text and the field it searches: All, Customer (name, email address or marketplace customer ID), Order (order number, tracking number or postcode), Thread (subject or ticket number) or Messages (message text). Conditions in one box must all match (AND); separate boxes are alternatives (OR). You can add up to 10 conditions; Replyco warns You cannot add more search fields. at the eleventh, and Please enter values into search fields. when you search with an empty field. Hide Advanced Search goes back to the single search box.

Sort and page through the list

A list opens with the ticket that has the most recent message at the top. To sort by something else, select the arrows in the heading of Ticket ID, Respond Till, Resolve Till, Created Date or Last Message Date; select again to reverse the order, and a third time to return to the standard order. Other columns cannot be sorted.

Sorting by Respond Till puts the tickets whose deadline is still running first, the most urgent at the top when the order is ascending, then tickets without a deadline, then tickets you have already answered, and resolved tickets last. This is the quickest way to work through a queue in deadline order.

At the bottom right, PREV, the page numbers and NEXT move through the pages, and the page size shows 10, 20, 50 or 100 tickets per page. A new list shows 10. Your sort order, page and page size are remembered for each view in this browser.

Read a row

Every row is one ticket. The colours and small icons tell you where the ticket stands before you open it.

Indicator	Meaning	When it shows
Green stripe at the left edge	The ticket is resolved	Status resolved
Yellow stripe	The ticket has a priority and its response deadline is still running, or you replied last	Priority set, deadline not passed or last message from you
Red stripe	The ticket has a priority and its response deadline has passed without a reply	Priority set, respond-by time in the past
No stripe	The ticket has no respond-by deadline: it has no priority, or its priority has no respond target while it waits for your reply	Ticket without a priority, or a priority without a respond target
Bold text on a white background; read rows are light grey	The ticket is unread	Unread
Sparkle on a coloured tile	The AI has written a reply you can review	Company uses AI auto-drafts and the ticket has a draft
Red, yellow or green face in Tone	The tone of the customer’s latest scored message	Below 0.40, 0.40–0.60, above 0.60
Pencil, envelope and paper clip with numbers	Notes, messages and attachments in the ticket	When there is at least one
Colleagues’ avatars in place of the counters	Someone else has the ticket open or is replying	Agent collision detection
Red text above the subject	The ticket came back from snoozing; it says how long ago	Snooze time passed
Filled yellow star	The ticket is starred	Starred

The respond-by column (Respond Till) shows the ticket’s response deadline in words: Hours Left with a number and a bar while it runs, Overdue with the days or hours once it has passed, Responded when you replied last, No priority without a priority, Not Set when the priority has no response time, and Resolved for resolved tickets. The bar is full while more than 24 hours are left and shrinks over the last 24: green from 20 hours, yellow from 10 hours, red below that. Resolve Till works the same way for the resolve-by deadline. Priorities and their deadlines are set up by an admin; see Ticket priorities and SLA.

The Not Resolved ticket list in Replyco. In the Tone column of the first row, "Earbuds arrived with a cracked charging case" from Oliver Bennett, a yellow neutral face is highlighted, and hovering it has opened a card with a gradient border. The card reads "Customer tone:", the yellow face, "Neutral" and the score 0.42, and below a divider the reason "Polite and cooperative; disappointed about a damaged delivery." The other rows have no face because none of their customer messages has been scored. — Hover the face in the Tone column to see the band, the score and the AI's reason.

The tone face in Tone is the AI’s reading of the customer’s latest scored message. Hover it to see Customer tone:, the band (Upset, Neutral or Happy), the score from 0.00 to 1.00 and the AI’s one-line reason. A row without a face has no scored message. The column is there when your company has switched tone analysis on; see Message tone analysis.

The Not Resolved ticket list in Replyco. The subject "Received the 4-in-1 hub instead of the 7-in-1" from Daniel Hughes is highlighted, and hovering it has opened a card with a gradient border titled AI Summary. The summary reads "Customer ordered the USB-C Hub 7-in-1 but received the 4-in-1 model without HDMI and SD card ports." The card covers the rows below it until the pointer leaves the subject. The summary lets you understand the ticket without opening it; when newer messages are not covered yet, the card says how many. — Hover a subject to read the ticket's AI summary; without a summary you see the latest message instead.

Hover a subject to read more without opening the ticket. When your company uses AI summaries and the ticket has one, a card titled AI Summary shows it, followed by the number of newer messages it does not cover yet and, when summaries are not renewed automatically, the latest message. Otherwise a tooltip shows the first 250 characters of the latest message. To switch summaries on, see AI summaries.

The coloured tags in Label are the ticket’s labels, and the gradient tags in AI categories are the categories the AI chose for it, shown by their short names. See AI categories and Labels.

Open a ticket or act on it with a right-click

Select a row to open the ticket. Hold Ctrl (Cmd on a Mac) while you select it to open the ticket in a new browser tab and keep the list where it is. Opening an unread ticket marks it read, unless Leave Tickets Unread is on in your Account Settings. For what you can do inside a ticket, see The ticket screen.

Right-click a row to act on that one ticket without opening it. The menu offers Mark Resolved (or Mark Unresolved for a resolved ticket), Archive, Mark Unread (or Mark Read), Assign User, Assign Labels, Snooze and Open in new tab. A snoozed ticket also offers Continue snoozing and Stop snoozing. Each entry does the same as the button of the same name in the bulk action bar, for one ticket.

The Not Resolved ticket list in Replyco after a right-click on the row "Where is my parcel?" from Sophie Turner. The row is lifted with a shadow and a menu has opened beside the pointer with Mark Resolved, Archive, Mark Unread, Assign User, Assign Labels, Snooze and, under a divider, Open in new tab. Mark Resolved at the top of the menu is highlighted. Choosing it resolves this one ticket without opening it; the other entries act on the same ticket. — Right-click a row for the actions on that one ticket, including opening it in a new tab.

Star a ticket

Select the star at the start of a row. It turns yellow, a short Success confirms it, and the ticket appears in Starred. Select it again to remove the star. A star is shared by your whole team: everyone sees the ticket as starred and finds it in their Starred view. Use stars for tickets the team should keep an eye on, not as a personal reminder.

Act on several tickets at once

Tick the box at the start of each row you want. The box in the table heading ticks every row on the page.

The rows turn blue and a bar of icons appears at the top of the page. Its first element counts the selected tickets out of all tickets in the view, for example 2/14.
Hover an icon to see its name, then select it.

Some icons open a small window first: Snooze offers the snooze times, Assign User a user, Assign Labels the labels, and Merge Tickets asks you to confirm.

Tick rows to open the bulk action bar; each icon acts on every selected ticket at once.
What this screenshot shows
Screen
Not Resolved (/tickets/notresolved)
Highlighted
button “Assign User”, top-center, hovered. opens the user picker for the selected tickets
Also visible
two rows ticked and shaded; counter 2/14; icons: Run Rules, Snooze, Archive, Mark Resolved, Mark Unread, Merge Tickets, Assign User, Assign Labels, Block Customer
Purpose
act on several tickets at once
The action runs on every selected ticket, a short confirmation appears and the list reloads.

Action	What it does
Run Rules	Runs every active rule, in the rules’ order, on each ticket’s latest message, including when that message is your own reply. Each rule that acts is written to the ticket’s history with your name, for example Theo Rowe ran rule Escalations. Use it after you create or change a rule. See Rules for incoming tickets.
Snooze	Hides the tickets until the time you pick: Later today (in 3 hours), Tomorrow, Tomorrow to 8am, This weekend (Saturday), Next week or Pick date & time. A new message from the customer brings a ticket back early.
Continue snoozing and Stop snoozing	Shown when a selected ticket is snoozed: pick a new time, or bring the tickets back now
Archive	Moves the tickets to Archive; see Archived tickets. On the archive view the icon is Restore.
Mark Resolved and Mark Unresolved	Resolves the tickets or opens them again. With a mix of both selected, both icons are shown.
Mark Unread and Mark Read	Changes the read state; for mailboxes and eBay the state is also sent to the channel
Merge Tickets	Shown with two or more tickets selected. Joins them into the oldest ticket; they must have the same customer and the same account. See Ticket merging.
Assign User	Assigns all selected tickets to one user, or to nobody with Unassigned. The user gets a notification when it is not you.
Assign Labels	Adds the labels you pick and keeps the ones the tickets already have. No Label removes every label.
Block Customer	Blocks the customers of the selected tickets: their tickets on that account, now and in future, go to Blocked. See Blocked tickets.

Merging cannot be undone. Replyco asks Are you sure you want to merge tickets? This action CANNOT be undone. before it merges. The oldest ticket keeps its number and receives the messages, notes, files and history of the others, and the others are deleted; their labels, AI categories and custom field values are not carried over. See Ticket merging. If the tickets come from different customers or accounts, nothing is merged and Replyco shows You cannot merge Tickets from different Customers or Accounts..

The selection covers one page. When you move to another page, the ticks are cleared. To act on more tickets at once, show 100 per page first.

Review AI drafts from the list

When your company uses AI auto-drafts, a sparkle on a coloured tile appears in the second column of every ticket for which the AI has written a reply. It is a quick way to work through the simple questions of a day.

Select the sparkle in a row.

The AI Draft Response window opens with the ticket’s number and subject at the top, the customer’s latest message (when the ticket has earlier messages, a line above it counts them, for example 3 previous messages), the Generated response in an editor with your signature for that account at the end, and on the right the AI summary, the order and the products.
Edit the reply if needed. To have the AI change it, describe the change in the field next to Refine with AI, for example make it shorter, and select Refine with AI.
Tick Resolve after Reply or Archive after Reply if the ticket should be closed with the reply; they start as set in your account settings. Preview shows the reply as the customer will receive it.
Select Accept & Send to send the reply, or Reject to throw the draft away.

When another ticket on the page has a draft, the buttons read Accept, Send & Next and Reject & Next and the window moves on to it. Rejecting asks Why are you rejecting this draft?: pick a reason, add a comment if you like and select Confirm Rejection.

The AI draft review window opened from the ticket list, for ticket #32533 "Received the 4-in-1 hub instead of the 7-in-1" from the Shopify account Northwind Electronics Store, with previous and next arrows in its title bar. On the left are the line "1 previous message", the customer's latest message from Daniel Hughes, the editable generated response "I'm sorry about the mix-up. Could you check the model name printed on the bottom of the box for us?" and a field to refine it with AI. On the right are the AI Summary, Order Details and Product Details. At the bottom are Resolve after Reply, Archive after Reply, Preview, the highlighted Accept, Send & Next button, which sends the reply and opens the next draft, and Reject & Next. — The sparkle in a row opens the ticket's AI draft for review, so you can send or reject it without leaving the list.

The reply goes out through the ticket’s channel exactly like a reply written in the ticket. The arrows at the top move between the tickets with a draft on the current page. Replyco switches auto-drafts on for your company; to tell the AI how to write, see AI drafts.

Choose the columns

Select the ⋮ next to the heading Tickets, then Edit Columns.

The Select Columns to Display window lists every column with a tick box.
Tick the columns you want and clear the others, then select Save.

Edit Columns chooses which columns your lists show; Save keeps the choice for you on every list.
What this screenshot shows
Screen
Not Resolved (/tickets/notresolved)
Highlighted
button “Save”, dialog-footer-right, enabled. saves the column choice to your profile
Also visible
17 column check boxes, 12 ticked; Restore Default Settings button; Save button
Purpose
choose the list's columns
To change the order, drag a column heading sideways. To change its width, drag the small handle at the right edge of the heading.

The columns you tick are saved to your user and apply to every view on any computer; the order and widths are kept in this browser. Restore Default Settings brings back the standard set, order and widths. The Snooze till column is offered only while you are on Snoozed, Tone only when tone analysis is on, and AI categories only with AI. The AI draft column is not in the list: it is always second when your company uses auto-drafts. The Delayed until column belongs to Delayed only.

Export the list

Set the view, the filters and the sort order so the list shows the tickets you want. Only the page you are looking at is exported, so choose 100 per page at the bottom right if you need more than 10 rows.
Select the ⋮ next to the heading Tickets, then Export.

The three-dot menu next to the heading holds Edit Columns and Export.
What this screenshot shows
Screen
Not Resolved (/tickets/notresolved)
Highlighted
menuitem “Export”, header-left, enabled. downloads the current page as a CSV file
Also visible
three-dot menu: Edit Columns, Export; ten ticket rows; paging 10 / page
Purpose
export the list
Your browser downloads a CSV file whose name starts with threads_data_.

The file has one row per ticket with these columns: TicketID, Source, Account, Customer, CustomerEmail, Subject, MessagesCount, NotesCount, RespondTill (the respond-by state in words), CreatedDate, LastMessageDate and Messages. Messages holds the text of every message, each with its date and a + for your replies or a − for the customer’s. Dates are written as month-day-year with the time, in UTC. When the page is empty, Replyco shows No data found for selected filters and no file is created. To export more than one page or build a report, see Export tickets and reports.

Every control, explained

Each control of the ticket list, from the heading to the paging, in the order you meet it.

Refresh

Where

Top right of every ticket list, left of Filters.

What

Loads the current page again with the same view, filters, sort order and page. It does not change anything else.

Why

The list does not update itself when tickets arrive or colleagues change them; Refresh shows the current state.

Filters

Where

Top right, the blue button. Selecting it again closes the panel; the filters stay set.

What

Opens the search box, the filters, the Advanced Search link and, once a filter is set, Clear Filters. The drop-down filters take several values; a ticket must match all filters you set, and any of the values within one filter. Search runs when you press Enter; every other filter applies as soon as you pick a value.

Why

A busy view holds hundreds of tickets; the filters get you to the ones you can act on now.

The filters

Filter	What it keeps	Why
Search	Tickets whose customer, subject or messages contain the words, or whose ticket number, order number, tracking number or postcode is the text	Find one conversation
Filter by Marketplace	Tickets from the chosen marketplaces, shops, mailboxes or messengers	Work one channel at a time
Filter by Languages	Tickets whose latest message is from the customer and in one of the chosen languages	Hand tickets to colleagues who speak the language
Filter by Account	Tickets of the chosen connected accounts	Separate shops or regions
Filter by Assigned User	Tickets assigned to any of the chosen users; Me (account user) is you and Unassigned is nobody. The list offers the users who have open tickets assigned. Not shown on My Tickets.	See one person’s queue
Additional Filter	New (unread and never answered), Starred, Not Resolved, Resolved, Unread, Only Sent Messages (no customer message), With processing messages and With failed messages (replies still being sent or that failed). Not Resolved and Resolved are not offered on the views that already are one of them.	Find new tickets, or replies that did not go out
Priority	Open tickets by deadline state: Respond Within - Due, Respond Within - Overdue, Respond Within - Responded, Respond Within - No priority, Resolve Within - Due, Resolve Within - Overdue, Resolve Within - No priority. Resolved tickets never match.	Deal with late tickets first; see Ticket priorities and SLA
Start Date and End Date	Tickets created on or between the two days, both days included	Look at one day’s or one week’s arrivals
Filter by Label	Tickets with any of the chosen labels; No Label finds tickets without one. Not shown in a label’s list.	Combine a view with a label
Filter by Category	Tickets the AI put in any of the chosen categories; No Category finds tickets without one. Shown with AI.	Sort work by topic; see AI categories

Advanced Search

Where

The link at the bottom left of the filters panel; Hide Advanced Search closes it.

What

Replaces the search box with boxes of conditions. Each condition has a text and a field: All, Customer, Order, Thread or Messages. AND adds a condition to a box, OR adds a new box. Up to 10 conditions; Search runs it.

Why

Searching one field avoids false matches, for example an order number that also appears in another customer’s message.

Where

Next to the heading Tickets, top left.

What

Edit Columns opens the Select Columns to Display window. Export downloads the current page as a CSV file; with no tickets loaded Replyco shows There are NO tickets to export..

Why

Columns and export are about the list itself, not about one ticket, so they sit by its heading.

Select Columns to Display

Where

The ⋮ menu › Edit Columns. Save saves and closes; the cross closes without saving.

What

One tick box per column. Saved to your user for every view. Restore Default Settings restores the standard columns, order and widths at once. Standard columns: Starred, Label, Source, Account, Customer, Message Number, Subject, Assigned User, Respond Till, Last Message Date, and with AI AI categories and Tone.

Why

Each role needs different facts: a team lead watches deadlines and assignees, an agent the subject and the customer.

The columns

Column	What it shows	Why
Starred	The star; select it to star or unstar the ticket for the whole team	Keep an eye on a ticket
AI draft (no heading)	The sparkle when the AI has written a reply; opens the review window	Send routine replies from the list; see AI drafts
Ticket ID	The ticket number	Refer to a ticket; sortable
Label	The ticket’s labels in their colours	See how a ticket was filed
AI categories	The AI’s categories for the ticket, by short name	See the topic at a glance
Tone	The face for the customer’s latest scored message	Find upset customers first
Source	The icon of the marketplace, shop, mailbox or messenger	Know the channel before you reply
Account	The connected account the ticket belongs to	Tell shops and regions apart
Customer	The customer’s name	Recognise returning customers
Message Number	Counters for notes, messages and attachments; hover a counter for the latest note or the totals. When a colleague has the ticket open, their avatar instead.	Spot long conversations and avoid double replies
Subject	The subject; hover for the AI summary or the latest message	Understand the ticket without opening it
Assigned User	Who the ticket is assigned to	See who handles it
Snooze till	When a snoozed ticket comes back; on Snoozed only	Plan your follow-ups
Respond Till	The response deadline in words, with a bar; sortable	Answer in time
Resolve Till	The resolution deadline in words, with a bar; sortable	Close tickets in time
Created Date	When the ticket was created, as 5 days ago; sortable	See how old a request is
Created Date (Date&Time format)	The same date as a date and time; sortable	Compare exact times
Last Message Date	When the latest message came, as 2 days ago; the default sort	See recent activity
Delayed until	When the scheduled reply will be sent; on Delayed only	Check replies waiting to go out; see Delayed sending
Language	A flag for the language of the customer’s latest message; hover for its name	Route tickets by language; see Translations

The bulk action bar

Where

Top centre of the page, while at least one row is ticked. Hover an icon for its name.

What

The count of selected tickets out of the view’s total, then Run Rules, Snooze, Archive, Mark Resolved or Mark Unresolved, Mark Unread or Mark Read, Merge Tickets, Assign User, Assign Labels and Block Customer. Stop snoozing appears when a selected ticket is snoozed. Blocked and Archive add their own actions, described on their pages.

Why

Morning triage, handing work over and cleaning up after a campaign are the same action on many tickets.

Where

Right-click any row. Select outside the menu to close it.

What

The actions for that one ticket: Mark Resolved or Mark Unresolved, Archive or Restore, Mark Unread or Mark Read, Assign User, Assign Labels, Snooze or Continue snoozing, Stop snoozing for a snoozed ticket, and Open in new tab.

Why

Most tickets need one quick decision; the menu saves opening them.

Paging

Where

Bottom right of the table.

What

PREV, the page numbers and NEXT, and the page size: 10, 20, 50 or 100. A new list shows 10. The page and size are remembered per view in this browser.

Why

A larger page lets you tick, export or scan more tickets at once; a smaller one loads faster.

Who sees what

Part of the screen	What decides whether you see it
Each view under Tickets	Your user’s ticket lists, set by an admin in AdminUsers; My Tickets always. See User permissions and roles.
Tickets of an account, and tickets with a label	Your user’s accounts and labels, set in the same place. Tickets without a label are shown when the user’s labels include No Label.
The labels under Labels	The labels you may see
Smart Filters in the menu	Manage Smart Filters or AI
AI draft sparkle	AI, with auto-drafts, which Replyco switches on for your company; see AI drafts
AI categories and Filter by Category	AI; the column also needs categorisation switched on in AI Settings
Tone	AI, with tone analysis switched on
The AI summary when you hover a subject	AI, with AI summaries switched on
Deadlines in Respond Till and Resolve Till, stripes, Priority results	Priorities & SLA and a priority on the ticket
Colleagues’ avatars in Message Number	Agent collision detection
Translating a customer’s message	Translations; the Language column is in every user’s column choice
Block Customer	The Customers permission with edit rights

Every plan includes every feature in this table, AI included, and during a trial every feature is on. Companies on an older plan may not have some of them; see What each plan includes and AI Settings.

What you need to know

Topic	Fact
Default order	Latest message first
Page size	10 by default; 20, 50 or 100 on request
Kept per user	The columns you tick in Select Columns to Display
Kept per browser	Column order and widths; and for each view separately the search, filters, sort order, page and page size
Shared by everyone	Stars, labels, assignments, read state and status
Refresh	The list does not update by itself; Refresh reloads it
Counters	Total tickets by default; unread or unresolved per Ticket badge in the menu; none on Archive
Selection	One page at a time; cleared when you change page
Search	Words match from their start; ticket, order and customer IDs only as a single word
Date filter	The creation date, both days included
Export	The current page only, as CSV, with the text of every message
Snoozed tickets	Hidden from every view except Snoozed until the time passes or the customer writes again

Frequently asked questions

Views and counters

Why is a ticket missing from my list?

Check four things in this order. The view: Not Resolved leaves out resolved tickets, and every view except Snoozed leaves out snoozed, archived and blocked tickets. The filters: Replyco keeps the search and filters of each view in your browser, so look for filter tags under the heading and select Clear Filters. The page: the ticket may be on the next page. Your access: tickets of accounts or labels your user may not see never appear; an admin can check this in AdminUsers.

Why can a colleague see views that I cannot?

An admin chooses for each user which ticket lists appear under Tickets, on the user’s Access Rights in AdminUsers. My Tickets is always included. If you open the address of a list you may not use, Replyco shows My Tickets instead. Ask your admin to add the list.

What does the number next to a view count?

By default the total number of tickets in the view. In Account Settings, on the Settings tab, Ticket badge in the menu lets you show the unread or the unresolved tickets instead, or several numbers side by side. Archive has no counter, and a view with nothing to count shows none.

Why does Unassigned show resolved tickets?

Unassigned lists every ticket that nobody is assigned to, whatever its status, and My Tickets likewise lists your resolved tickets too. To see only the open ones, open the filters and choose Not Resolved in Additional Filter, or sort by Respond Till, which puts resolved tickets last.

Why are some tickets missing from the list of all tickets?

All Tickets holds open and resolved tickets, but it leaves out archived tickets, snoozed tickets, tickets of blocked customers, and tickets from accounts or with labels your user may not see. Archived and blocked tickets have their own views, Archive and Blocked, and snoozed ones are in Snoozed.

Why doesn’t a new ticket appear until I refresh?

The ticket list does not reload by itself. When new tickets arrive for you, a banner reads New tickets have arrived. Click refresh button to update the list.; select Refresh at the top right of the list to load them.

What is the Delayed view for?

Delayed lists the tickets with a reply that is scheduled to be sent later: a reply you sent with a delay, a reply held back by a default delay in your account settings, or an auto-response set to go out after a delay. The ticket leaves the view once no scheduled reply is left. See Delayed sending for how to send such a reply at once or cancel it.

What is the difference between a view and a label’s list?

A view under Tickets is a fixed rule, such as every ticket not yet resolved. A label’s list under Labels shows every ticket that carries that label, open and resolved, and only leaves out archived, snoozed and blocked ones. Both use the same columns, filters and actions.

Search and filters

Why do my filters come back when I open the list again?

Replyco remembers the search, the filters, the sort order and the page for each view separately in your browser, so you can pick up where you left off. To start fresh, open Filters and select Clear Filters, or remove a single filter with the cross on its tag under the heading.

Can I search for an order number or a tracking number?

Yes. Type the order number or the tracking number in Search in the filters panel and press Enter. An order number is found when you type it as one word without spaces; tracking numbers and postcodes must be typed in full. To search only orders, use Advanced Search with the field Order.

Which date does the date filter use?

Start Date and End Date filter on the date the ticket was created, not on the date of its latest message. Both days are included, from the start of the first day to the end of the last. To find recent activity instead, sort by Last Message Date.

Why does the language filter miss some tickets?

Filter by Languages only matches tickets whose latest message is from the customer, because it uses the language of that message. A ticket where you replied last is left out even if the customer wrote in that language. Clear the filter or use Language as a column to see the flag instead.

How do I find the tickets that are about to miss their deadline?

Open the filters and choose Respond Within - Due in Priority, then sort by Respond Till so the shortest time left is at the top. Respond Within - Overdue shows the ones already late. Only tickets with a priority have a deadline; see Ticket priorities and SLA.

Columns and badges

What do the coloured stripes on the rows mean?

The stripe at the left edge of a row shows the ticket’s response deadline. Green means resolved, yellow means a deadline is running or you replied last, red means the respond-by time has passed without a reply, and no stripe means the ticket has no respond-by deadline: it has no priority, or its priority has no respond target. Priorities and their deadlines are set up by an admin in Ticket priorities and SLA.

What does the face in the Tone column mean?

The face is the AI’s reading of the tone of the customer’s latest scored message: red for Upset below 0.40, yellow for Neutral from 0.40 to 0.60, green for Happy above 0.60. Hover it for the score and the reason. The column appears when tone analysis is on; see Message tone analysis.

Why don’t I see the Tone or AI category columns?

Both need AI. Tone also needs tone analysis switched on for your company, and AI categories needs categorisation by AI switched on. If the feature is on and the column is still missing, select the ⋮ next to the heading, then Edit Columns, tick the column and select Save.

Can each person in my team have their own columns?

Yes. The columns ticked in Select Columns to Display are saved to your user and follow you to any computer, so each colleague can choose their own. The order and widths you set by dragging are kept in the browser you used. Restore Default Settings brings back the standard set.

Is a star personal?

No. A star is stored on the ticket, so the whole team sees it as starred and finds it in Starred. Use stars for tickets the team should watch. For your own queue, assign the ticket to yourself and use My Tickets.

Acting on tickets

How do I assign many tickets at once?

Tick the tickets in the list, select Assign User in the bar at the top, choose a user and select Save. All selected tickets get that user, and the user is notified if it is not you. To have tickets assigned automatically as they arrive, create a rule; see Rules for incoming tickets.

Why can’t I merge the tickets I selected?

Tickets can be merged only when they belong to the same customer and the same connected account; otherwise Replyco shows You cannot merge Tickets from different Customers or Accounts.. Merge Tickets appears only with two or more tickets ticked. When the merge works, the oldest ticket keeps the conversation and the others are deleted. See Ticket merging.

Does adding labels in bulk replace the labels a ticket already has?

No. Assign Labels adds the labels you pick and keeps the ones the tickets already carry. To take all labels off, choose No Label and select Save. To remove a single label, open the ticket and remove it there.

What happens when I run the rules on selected tickets?

Run Rules runs every active rule, in the rules’ order, on the latest message of each selected ticket, as if that message had just arrived. The latest message can be your own reply, so a rule that looks at the customer’s words may not match. Use it after you create or change a rule; see Rules for incoming tickets.

When does a snoozed ticket come back?

A snoozed ticket returns to its views when the time you picked has passed, and earlier when the customer sends a new message. It then shows red text above the subject saying how long ago the snooze ended. To bring it back at once, tick it in Snoozed and select Stop snoozing.

Export

Why does my export only contain ten tickets?

Export exports the page you are looking at, not the whole view. Set the page size at the bottom right to 100 before you export, and move through the pages to export the rest page by page. For larger exports and reports, see Export tickets and reports.

Does the export include the message text?

Yes. The Messages column holds every message of the ticket with its date and a + for your replies or a − for the customer’s messages. Other columns hold the ticket number, channel, account, customer and email address, subject, the numbers of messages and notes, the respond-by state and the created and last message dates.

AI on the list

What is the sparkle next to some tickets?

It marks a ticket with a reply the AI has written, when your company uses AI auto-drafts. Select it to open the AI Draft Response window, where you can edit the reply, send it with Accept & Send or reject it. Replyco switches auto-drafts on for your company; to shape how drafts are written, see AI drafts.

Is a draft sent without me?

No. A draft is only a suggestion until you select Accept & Send or Accept, Send & Next in the review window, or accept it inside the ticket. The reply then goes to the customer through the ticket’s channel, like any reply you write yourself.

Troubleshooting

Symptom	What to check
A ticket you expect is not in the list	The view (resolved, snoozed, archived and blocked tickets are left out of most views); filter tags under the heading, then Clear Filters; the next page; your access to the ticket’s account and labels in AdminUsers
A view is missing from the sidebar	Your user’s ticket lists on Access Rights in AdminUsers; ask an admin to add it
Opening a list’s address shows My Tickets	Your user may not open that list; an admin can add it
Selecting a view shows Before you can open the Tickets tab, you need to first add an account	No account is connected yet; connect one under Add Account
The list shows No data...	The view is empty, or your filters match nothing; clear them and check All Tickets
New tickets do not appear	Select Refresh; the list does not reload by itself
The Tone, AI category or AI draft column is missing	Tone and AI categories: AI and the matching switch in AI Settings, which a user with the Admin permission with Edit rights sets, then the column in Edit Columns. The AI draft sparkle has no setting in the app: it shows when Replyco has switched auto-drafts on for your company (AI drafts)
Respond Till reads No priority on every ticket	The tickets have no priority; priorities are assigned by rules, tone or by hand, see Ticket priorities and SLA
Merge Tickets fails with You cannot merge Tickets from different Customers or Accounts.	The selected tickets belong to different customers or accounts; select only tickets of one customer on one account
Merge Tickets is not in the bar	Only one ticket is ticked; tick at least two
The exported file has only 10 rows	The export covers the current page; set 100 per page and export each page
In the exported file, columns are shifted in some rows	A comma in the subject or customer name moves the rest of that row by one column; correct those rows in your spreadsheet
The exported respond-by text reads Overdue with a minus sign	That is how the export writes a running deadline: a negative number of hours is the time still left. Use Respond Till in the list for the live state; see Export tickets and reports
Your ticks disappear	Changing page clears the selection; choose a larger page size first

Ticket lists

What you can do here

The screen at a glance

Choose a view

Search and filter the list

Sort and page through the list

Read a row

Open a ticket or act on it with a right-click

Star a ticket

Act on several tickets at once

Review AI drafts from the list

Choose the columns

Export the list

Every control, explained

Refresh

Filters

The filters

Advanced Search

The ⋮ menu

Select Columns to Display

The columns

The bulk action bar

The right-click menu

Paging

Who sees what

What you need to know

Frequently asked questions

Views and counters

Why is a ticket missing from my list?

Why can a colleague see views that I cannot?

What does the number next to a view count?

Why does Unassigned show resolved tickets?

Why are some tickets missing from the list of all tickets?

Why doesn’t a new ticket appear until I refresh?

What is the Delayed view for?

What is the difference between a view and a label’s list?

Search and filters

Why do my filters come back when I open the list again?

Can I search for an order number or a tracking number?

Which date does the date filter use?

Why does the language filter miss some tickets?

How do I find the tickets that are about to miss their deadline?

Columns and badges

What do the coloured stripes on the rows mean?

What does the face in the Tone column mean?

Why don’t I see the Tone or AI category columns?

Can each person in my team have their own columns?

Is a star personal?

Acting on tickets

How do I assign many tickets at once?

Why can’t I merge the tickets I selected?

Does adding labels in bulk replace the labels a ticket already has?

What happens when I run the rules on selected tickets?

When does a snoozed ticket come back?

Export

Why does my export only contain ten tickets?

Does the export include the message text?

AI on the list

What is the sparkle next to some tickets?

Is a draft sent without me?

Troubleshooting

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