Welcome to Replypad! We know that getting used to a new tool can take some time, so we’ll walk you through the core concepts you need to know to get up and running with Replypad quickly and smoothly. To learn more about a subject – click the title to reach a detailed help article.
Replypad provides the benefits of email, in addition to team collaboration tools, full transparency of the ticket life-cycle, and clear visibility of all interactions with the customer and your team.
In Replypad, we have a unique take on how tickets should be collaborated between team members. We believe in a shared responsibility when addressing incoming messages. When you assign a ticket to a team member, this person is responsible for it; however, the whole team can still be involved by following the ticket or viewing it in the workspace. The entire team’s involvement makes everyone part of the effort of satisfying your customers.
Each person in your organization who uses Replypad is referred to as a Workspace User.Your customers or end-users are listed as Contacts. Contacts may optionally be related to an organization or a company, known as Accounts in Replypad. All email interaction is managed in Ticket.
New tickets may start by you, members of your team, or customers. New tickets may be created by users in Replypad, by customers visiting the Replypad workspace or automatically from incoming emails.
In order to know what’s going on in a ticket you can either be the person assigned to the ticket, or choose to follow the ticket.
You participate in a ticket (follow) by posting replies. Public replies go to the customer while Internal notes that you post are only shared with the relevant people in your team.
Admins
Admins have permissions to all actions, and data.
Power users
Power users can perform all actions, except workspace administration. Access to contacts, accounts and tickets may be restricted due to their Access rights.
Standard
Standard users can perform all actions, except deleting contacts or accounts, and workspace administration. Access to contacts, accounts and tickets may be restricted due to their Access rights.
Limited Limited users can perform actions only regarding tickets assigned to them. They may also be able to view other users tickets and add internal notes to them, depending on their Access Rights.
The company or organization the ticket is related to, which is your customer, is represented in Replypad in the ticket’s Account , which is linked to the contact (the To-contact of the ticket). See more details in Accounts.
Behind the scenes, you configure your email provider or service to automatically forward all email messages for these email addresses, to the relevant mailbox in Replypad.
In Replypad, you do not need to know to which email address the email was sent, and you do not need to constantly switch from one view to another. Each ticket is associated with a mailbox. Each email message sent to you reaches one of the workspace mailboxes and shows up in Replypad in My Inbox or Team Inbox. Such a message either starts a new ticket or is added to an existing ticket. When you post a reply to a ticket an email is sent to the customer through the relevant mailbox.
What is Replypad?
Replypad is an email management tool designed for teams. It is a platform that brings all your and your team’s email communication to one place.Replypad provides the benefits of email, in addition to team collaboration tools, full transparency of the ticket life-cycle, and clear visibility of all interactions with the customer and your team.
In Replypad, we have a unique take on how tickets should be collaborated between team members. We believe in a shared responsibility when addressing incoming messages. When you assign a ticket to a team member, this person is responsible for it; however, the whole team can still be involved by following the ticket or viewing it in the workspace. The entire team’s involvement makes everyone part of the effort of satisfying your customers.
What is a Workspace?
The Replypad Workspace is an online space where you manage your organization.Each person in your organization who uses Replypad is referred to as a Workspace User.Your customers or end-users are listed as Contacts. Contacts may optionally be related to an organization or a company, known as Accounts in Replypad. All email interaction is managed in Ticket.
Read more about Workspaces.
Getting to know tickets
All email communication becomes tickets in Replypad. Tickets capture your customer’s initial email interaction, and all the interactions you and your team have with the customer along the way to solving their request.New tickets may start by you, members of your team, or customers. New tickets may be created by users in Replypad, by customers visiting the Replypad workspace or automatically from incoming emails.
In order to know what’s going on in a ticket you can either be the person assigned to the ticket, or choose to follow the ticket.
You participate in a ticket (follow) by posting replies. Public replies go to the customer while Internal notes that you post are only shared with the relevant people in your team.
Read more about Tickets.
My Inbox
My Inbox is where you see your tickets, meaning, tickets that are assigned to you, or being followed by you. Each ticket in Replypad gets assigned to a user who is responsible for this ticket, while other users can follow the ticket and get notified when updates occur. My Inbox is where you see all updates regarding tickets you are involved with. It is your main working area, where you see all the tickets that need your personal attention.Team Inbox
The Team Inbox is where Replypad’s unique view of managing the inbox comes to action. It is a shared inbox, that everyone in the organization has access to. All open tickets (assigned and unassigned) appear in the Team Inbox, and from here you can follow them, and assign them. This is where the whole team can get involved, share their input, fill-in for a missing team member, and make sure nothing falls between the cracks.
Read more about My inbox and Team inbox.
Your team in Replypad
Every Replypad workspace has a team built of users, and each user belongs to one of the following privileges groups:Admins
Admins have permissions to all actions, and data.
Power users
Power users can perform all actions, except workspace administration. Access to contacts, accounts and tickets may be restricted due to their Access rights.
Standard
Standard users can perform all actions, except deleting contacts or accounts, and workspace administration. Access to contacts, accounts and tickets may be restricted due to their Access rights.
Limited Limited users can perform actions only regarding tickets assigned to them. They may also be able to view other users tickets and add internal notes to them, depending on their Access Rights.
The first user in the workspace is the workspace owner.
Read more about roles and privileges.
Read more about Access rights.
Read more about roles and privileges.
Read more about Access rights.
Contacts and Accounts
The primary person that you service in a ticket, i.e. your customer or end-user, is the To-contact of the ticket. The To-contact is always a Contact in Replypad. When adding a new To address, this will automatically create a new contact. See more details in Contacts.The company or organization the ticket is related to, which is your customer, is represented in Replypad in the ticket’s Account , which is linked to the contact (the To-contact of the ticket). See more details in Accounts.
Followers
Being a Follower means you are involved in the ticket, without being the assigned user. You can follow conversions silently, without actively participating in the discussion, or by actively posting replies and internal notes. Posting to the ticket, will automatically add you as a follower. See more details in Follow ticket.Public replies
Public replies, send an email message to everyone involved in the ticket, including your customer. Public replies posted by users (team members) are sent both to the person listed in the To-contact, and the people Cc’d, and all followers. See more details in Public reply.Internal notes
Internal notes are a quick to chats with your teammates, or simply to keep notes for yourself. Internal notes are never sent to the people listed in the To and Cc (usually your customer), and only Replypad users (team members) can post and see internal notes. See more details in Internal note.Forwarding
When you forward a ticket this creates a new discussion out of the current discussion. The ticket is sent by email which contains all public replies including text, inline images, links and attachments. Internal notes are not included in the email. See more details in Forward ticket.Mailboxes
Mailboxes in Replypad enable email communication to and from a workspace. A workspace may have one or more mailboxes. Each mailbox represents one of your organization’s shared, public facing, email addresses, such as Support@YourDomain.com, Sales@YourDomain.com and Info@YourDomain.com.Behind the scenes, you configure your email provider or service to automatically forward all email messages for these email addresses, to the relevant mailbox in Replypad.
In Replypad, you do not need to know to which email address the email was sent, and you do not need to constantly switch from one view to another. Each ticket is associated with a mailbox. Each email message sent to you reaches one of the workspace mailboxes and shows up in Replypad in My Inbox or Team Inbox. Such a message either starts a new ticket or is added to an existing ticket. When you post a reply to a ticket an email is sent to the customer through the relevant mailbox.
Read more about mailboxes.