Getting started for customers

The Replypad workspace is where the company manages all tickets with the customer. You are probably reading this because a company invited you to join a Replypad workspace as their customer, so you can access the tickets you have with this company. This guide will help you understand how to use Replypad, and the actions you can perform, including the ability to create new tickets and reply to existing ones.

Step 1: Register to Replypad and join workspace

The ways you can register to Replypad:

1. Receive an email invitation from an existing Replypad workspace and sign up with a new user, using the invitation link.
2. Open app.replypad.com and sign up with a new user. Then join the workspace via invitations that appear in your Replypad profile.

Step 2: Set up your Replypad profile

Once you sign up to Replypad, you can manage your user profile, and change your email, password and username. See Set up your profile.

Step 3: Start working with tickets

When you login to Replypad you will see a list of Recent tickets. Old tickets appear in the Archived list.

You can create a new ticket, post a reply and handle email notifications:

• Create New Ticket
  1. Click the New Ticket blue button
     
  2. The To part is automatically directed to the default mailbox of the workspace.
  3. Enter the Subject, which is the title for this ticket.
  4. In the large text box, enter the message contents. The content can include text, ןimages, links and attachments.
  5. Click the Post button to post your ticket.
• Post Reply
  1. Click the ticket you want to reply to.
  2. In the ticket, click the New reply link at the bottom of the ticket posts.
  3. Type your reply contents.
  4. You can attach files and images by pressing Alt+A or using the Attach icon in the toolbar.
  5. Click Post reply to finish or Keep as draft to continue editing later.
• Handle Email Notifications You will receive an email whenever a ticket is created and when replies are posted to the ticket. You will not receive notifications about replies you post to tickets.
  
  You will receive an email for the following activities:
  • A new ticket was automatically created from an email you have sent.
  • A new ticket was manually created by a team member.
  • A new reply was posted to a ticket by a team member.
  You can reply to the email and your reply will be posted in Replypad as a reply to the ticket.