All-Inclusive Software for Your MSP Business
Everything you need to keep your customers happy,
your business organized, and your team efficient.
Service desk
Resolve service tickets faster, automate processes, converse, collaborate, and improve customer
experience.
Painless customer billing
Simple yet powerful configuration options for monthly billing, custom terms and rates for
products and services, time tracking, and invoicing to QuickBooks.
Asset management
Track customer devices and software assets. Customize product configuration details, manage
warranties, automate, log problems and incidents against assets, and view device service
history.
Tickets (Conversations)
Organize all tickets in one place. Efficiently work as a team to handle support requests and
technical issues, answer sales inquiries, resolve billing issues, and more.
Assign
Assign service tickets to users – manually or automatically using default assignee preferences
and trigger automation workflow rules.
Products & Services
Manage a catalog of all the products and services you offer, each with its own price or hourly
rate settings. Charge customers for products sold, parts used, and services provided.
Recurring billing & Contracts
Handle recurring billing agreements with ease. Automate renewals, MSP contracts, time and
material arrangements, “all-you-can-eat” agreements, and more.
Time tracking + Timers
Track time spent on different tasks – whether billable or not. Log time while charging
for services directly from the ticket to ensure that billing and time tracking are 100%
accurate.
Charges
Capture more billable time, and log and bill for parts used, products sold, and services
provided. Custom prices and hourly rates are automatically applied based on the customer
contract.
Centralized shared inboxes
Manage all shared mailboxes as a team within a single collaborative interface. Stay on top of
all customer requests sent by email and have them automatically generate new tickets.
QuickBooks integration
Easily invoice customers for charges, time spent, contracts, and recurring
contracts – either individually or in bulk.
Dispatcher workflow
Mark tickets for dispatch and schedule them in Microsoft 365 or Google Calendar, automatically
removing them from the pending list.
SLA & Due dates
Set ticket due dates with optional customer SLAs to meet response commitments, with visual
status indicators, alerts, and a dedicated Due view to track upcoming or overdue tickets.
Knowledge base
Structured, searchable documentation for internal use and customer self-service.
Calendar integration
Integrate with Microsoft 365 and Google Calendar to schedule
tickets directly from Replypad, with key details auto-filled and links back to the ticket for
quick access.
Teams
Teams are groups of users. They help organize and manage tickets and user access.
@mentions
Quickly @mention a teammate to bring them into the conversation.
Team inbox
A unified team-level inbox helps you stay on top of all tickets that need attention.
Undo send
Need to stop sending a reply you’ve just posted? Click the Cancel option and resume editing
your response.
Draft messages + Autosave
As you write, Replypad automatically saves your replies. Save your work-in-progress as a draft
and continue later from where you left off.
Snooze
Snooze service tickets to follow up or handle them later. Replypad will automatically show them
in your inbox at the selected time.
Internal notes
Collaborate on tickets privately with your team before replying to customers. Add notes that
only you and other users can see.
‘My Inbox’ magic
A private per-user unified inbox where everything relevant to you automatically shows, helping
you reach a streamlined and highly efficient operation.
Schedule
Schedule when Replypad automatically emails your reply to the customer or posts a new ticket.
Star & Label
Add context and organize customer tickets better with labels and stars.
Prioritize
Prioritize tickets that require a faster response time – manually when needed or automatically
using trigger automation workflow rules.
Review others’ drafts
Review, post, or edit draft replies that other users prepared.
Reply using Email
In addition to using Replypad, you can reply using your preferred email app to post replies to
customers or internal messages to your team – without having to log into Replypad.
Real-time collision detection
Avoid duplication with real-time updates when another user views or replies to the same ticket.
Real-time updates
Replypad automatically pushes ticket updates and displays them to you – No more manual
refreshes!
Inline images
Include images, such as screenshots, photos, and diagrams, within the content of your replies.
Attachments
Attach files to your replies – documents, brochures, user guides, sales quotes, images, and
more. Let recipients download attachments using a link and optionally configure your workspace
to require a login before the download starts.
Saved responses
Write quality replies quickly using pre-typed complete or partial responses that may also
include images and attachments.
Workflows – Triggers
Trigger rules allow you to automate tasks. Automatically assign tickets, label, star, send
messages, and more. Each trigger rule is composed of specific conditions and the actions to
perform when they are met.
Cc Recipients
Manage ticket email recipients, so replies always reach everyone involved.
Bulk actions
Select multiple tickets in the list and act on them all at once! Assign, label, star, follow,
associate with a team, and more.
Dynamic signatures
Message signatures are dynamically generated based on the workspace, mailbox, and user
signature settings. This is helpful when replying from different departments or representing
multiple brands.
Reporting & Analytics
Analyze and improve your operations, get insights into workload distribution, team performance,
and efficiency.
Powerful search
Simple and advanced search options let you quickly uncover exactly what you’re looking for.
Follow
Follow specific tickets and internal conversations, and actively participate in the
discussions. You can follow them manually or automatically with default settings and trigger
automation rules.
Undelete
View and recover tickets deleted within the last 30 days using the Trash feature.
Recent Tickets
Get context by seeing recent service tickets and conversations with the same contact or
account.
Automatic archiving
Replypad automatically archives closed tickets with no update activity for 90 days. The process
of archiving tickets speeds up loading times and the overall performance of your Replypad
workspace.
Accounts
Accounts represent your customers, organizations, or companies you service. Manage the
account’s contacts, access the latest tickets, assets (devices), and automate with default
settings.
Contacts
Contacts represent the people that you service and with whom you converse. Quickly see their
latest activity and start new conversations.
Account & Contact Import
Easily import your accounts and contacts into your workspace.
Link contacts to accounts
Group contacts under accounts and service them as an organization.
Mailchimp integrationCustomer portal
Your customers can access your online workspace as end-users and converse with you.
wwwAccount domains
Automatically link new tickets from email and contacts to accounts based on the domain part of
email addresses.
Outbound email archiving
Privately send a copy of all messages sent to customers to an email address of your choice.
Great to satisfy archiving requirements.
Custom fields
Make it your own. Define, manage and display the information that matters to your team and
business. Add custom fields to tickets, contacts, accounts, billing contracts, assets, and more.
Automatic labeling
Label customer tickets of specific accounts or contacts automatically.
Pipedrive CRM integration
Access your Pipedrive CRM software data directly from Replypad.
Campaign Monitor integration
Grow your mailing lists. Manage subscriptions right from your inbox.
Privilege groups
Privilege groups determine which actions a user can or cannot perform.
Access rights
Access rights determine what data a user can or cannot access.
Audit logs
Important ticket events, such as a change of assignee, mailbox, or status, are automatically
logged under the ticket history.
Mailboxes
A mailbox receives your emails, holds them, and sends your team replies.
Keyboard shortcuts
Become a Replypad ninja! Replypad can be used almost entirely without a mouse.
Automatic responses
Acknowledge the receipt of a customer request, and let them know your business
hours and when to expect a reply. Configure different responses per team mailbox.
Forward
Converse and collaborate with external teams by forwarding a ticket to them. The
source and forwarded tickets automatically link to one another for streamlined navigation.
Email notifications
Get notified by email when a ticket is assigned to you, when the customer replies, and when a
teammate shares their input internally. Quickly send a response by replying to the notification.
Document management
Upload and manage files like images, PDFs, Word docs, and videos under contacts, accounts,
assets, billing contracts, and other records.
Rich text formatting
Enrich your replies with emojis 🙂 and text formatting options like
bold, italic, and underline. Include links and inline images. Use different text and highlighting colors, and more.
Mobile
No compromises. All features are optimized for and available on all devices, including mobile
phones and tablets.
Personal customer experience
Customers get standard email replies from you. It is personal, without the cold, unfriendly
experience of dealing with automated robotic responses.
Try Replypad with your team for free
15-day free trial. No credit card required. Unlimited users. Fully functional. No strings attached.