Email Ticketing & Helpdesk Software for Shared Inboxes, with Built-In AI Assist
M-Reply turns shared inboxes like support@ and bookings@ into one ticket queue for helpdesk and customer success teams in India. Sub-10s multi-mailbox push sync, automated Open → Pending → Resolved lifecycle, managed cloud SaaS services, volumetric auto-assign capping, and autonomous AI SaaS workflow automation.
Flight 604 Reschedule & Hotel Voucher Reissuance
"Hello Team, our transit connecting flight from Singapore was delayed. Please rebook segment 2 and confirm passenger voucher details..."
Draft prepared from PNR history and response template: "Voucher reissued & PNR updated". Ready to approve.
Arrival-to-Ticket Speed
Microsoft Graph & Gmail Push delta sync
Missed Inquiries
Full reconnect catch-up & deduplication
Flat Low-Cost Pricing
Cloud subscription or ₹20k licence
Floor & Shift Visibility
Ceiling capping & 6 break parameters
Built for Helpdesk Teams That Need Maximum Floor Visibility
M-Reply is a fully customizable email ticketing system engineered to streamline high-volume customer inquiries, eliminate lost emails, and provide managers total operational control over agent workloads and communication channels.
Scale Volume Without Adding Staff
Efficiently handle significantly larger inquiry volumes with your existing staffing baseline using centralized ingestion and standardized response templates.
Absorb Unexpected Inquiry Spikes
Seamlessly manage sudden surges from disruptions, weather cancellations, or marketing launches with auto-assign capping and infinity automation routing.
Accelerate Resolution Velocity
Slash first-response and full closure times by exposing complete historical audit logs, vendor forward dialogues, and AI-suggested response drafts.
Precise, Contextual Answers
Maintain uniform corporate standards, prevent typos, and deliver accurate client answers backed by automatically updated interaction repositories.
The Administrative Module
Empowering administrators to strategically configure system behavior to exact operational hierarchies and workflow parameters without needing developer support.
Multi-Account Configuration
Centralize customer workflows by configuring multiple distinct mailbox accounts (e.g. support@, bookings@, vip@) to pull and ingest incoming customer emails seamlessly into one platform.
Structured Teams & Signatures
Map internal business units by establishing unique teams equipped with custom corporate signatures designated per division (e.g., Ticketing, Hotel Desk, Executive Escalations).
User Management & Roles
Create platform users, fine-tune access permissions, and configure individualized signatures. Built-in roles cleanly separate Normal Users and Team Leaders.
Predefined Response Templates
Engineered to save agent drafting time, maintain strict corporate brand uniformity, and eliminate typos across all customer touchpoints and common escalation scenarios.
Automated Acknowledgements
Instantly trigger configured auto-replies or formal system acknowledgements with unique tracking references as soon as any inbound inquiry lands inside the system environment.
Alias-Based Blocking
Maintain absolute control over channel health by instantly blocking specified email aliases or spam domains from generating system interactions or skewing queue statistics.
Instant Multi-Axis Ticket Retrieval
Locate critical tickets instantly across deep archives without slowing down helpdesk operations:
Well-Managed Interaction Lifecycle & Live Floor Simulator
Experience M-Reply's automated logic layer that safeguards SLAs, protects agents with auto-assign volumetric caps, and provides floor managers 100% visibility.
New Interaction Ingested
Ticket scales into Open status as soon as an inquiry generates via infinity automation or manual entry upon passenger contact.
Awaiting Feedback
When an agent dispatches an email reply back to the passenger, the ticket lifecycle automatically shifts from Open to Pending.
Action Complete
Manual resolution choice. Agents transition tickets into Resolved status by appending a mandatory relevant closure reason.
Flight AI-902 Reschedule: Request for 24h Date Shift
Hello Support, due to an urgent client executive meeting in Mumbai, I need to shift my departure on AI-902 from Oct 4th to Oct 5th morning. My corporate PNR is NY8832. Please confirm penalty waiver under corporate contract.
Enterprise Cloud SaaS Services: Zero Maintenance, Maximum Resilience
Deploy M-Reply as a turnkey managed SaaS service. Instant workspace provisioning, automated security patching, 99.95% uptime SLA, and deep API integrations—empowering your team to focus exclusively on customer experience.
Instant Tenant Provisioning
Launch your company workspace in under 60 seconds. Connect your mailboxes via official OAuth push and have your structured teams handling live inbound queues immediately.
Regional Data Sovereignty
Choose where your customer interactions and historical logs reside. Dedicated SaaS instances hosted in India (Mumbai), Singapore, Frankfurt, or North America to comply with local regulations.
Automated Nightly Backups & Point-in-Time Recovery
Every ticket, supplier forward thread, and customer attachment is automatically snapshot encrypted to low-cost multi-AZ storage with instant point-in-time restore capabilities.
Auto-Scaling Capacity on Spikes
During disruption events or seasonal holiday rushes, our cloud runtime scales container workers dynamically to process surges of thousands of concurrent incoming emails without queue lag.
Zero-Downtime Rolling Updates
Platform updates, feature rollouts, and security patches apply seamlessly in the background without disconnecting active agent sessions or missing incoming email notifications.
Hybrid Cloud or Self-Hosted Choice
Prefer complete private ownership? Deploy our exact same containerized .NET SaaS stack onto your own cloud VPS or on-premise hardware via a one-time perpetual licence.
Real-Time Push Mail Sync: Under 10 Seconds
Legacy helpdesks poll mailboxes every 5 to 15 minutes, causing customer delays and agent collisions. M-Reply connects directly via official native push APIs, turning inbound emails into tickets in seconds without any relay fees.
| Mail Provider | How M-Reply Syncs | Target Arrival-to-Ticket Speed | Protocol Type |
|---|---|---|---|
M365 Microsoft 365 / Outlook Exchange Online Enterprise & Business | Microsoft Graph change notifications (push) with delta sync | Under 10 seconds | Event-driven Webhook Push |
G Gmail / Google Workspace Workspace Business & Enterprise | Gmail API push notifications with history sync | Under 10 seconds | Cloud Pub/Sub Push |
IMAP Any Other Mail Server (IMAP) cPanel, Zimbra, Postfix, Dovecot | IMAP IDLE live connection, with 60-second fallback check | Under 30 seconds | Persistent Socket IDLE + Fallback |
Two-Way Synchronization
Replies sent from M-Reply appear directly in the connected mailbox's Sent folder, and read/unread flags stay in lockstep across both systems.
Precise Threading Preservation
Customer and supplier replies are matched to the right ticket using standard RFC email headers (Message-ID, References, In-Reply-To), so conversations never split.
Zero Missed Emails Guarantee
After any network drop or server maintenance, M-Reply catches up from the exact last synced point, automatically skips duplicates, and retries any temporary failures.
Sync Health on Floor Dashboard
Floor managers see each mailbox's sync status and last-synced time in real-time, instantly surfacing token expirations or credential issues before customers notice.
No Extra Cost or Middleware Fees
Sync uses the free official APIs of each provider and runs directly on the same M-Reply server. There are zero third-party relay charges (e.g. Nylas, SendGrid, Zapier) and no hidden per-email ingestion taxes.
Autonomous Helpdesk Workflows with Zero Hallucination Gating
Move beyond static rules. M-Reply AI SaaS automation combines confidence-gated AI agents with your live email streams and ERP backends to resolve routine tickets, protect SLAs, and eliminate repetitive clerical work.
Autonomous Flight Disruption & Voucher Dispatch
Inbound email mentioning flight delay, cancellation, or connecting missed flight
Predictive SLA Breach Prevention & Escalation Bot
Active ticket unassigned for >10 mins or customer waiting >45 mins without agent response
Intelligent Skill & Shift-Based Auto-Assign
New ticket ingestion via push sync from any of the configured mailbox accounts
Closed-Loop Knowledge Base & Template Synthesizer
Agent successfully marks an interaction as RESOLVED with detailed custom closure reason
Autonomous Flight Disruption & Voucher Dispatch
Inbound email mentioning flight delay, cancellation, or connecting missed flight
Extracts PNR and passenger name, calls Airline GDS API to verify disruption record, retrieves eligible compensation tier
Generates complimentary hotel/meal voucher code, drafts personalized apology, and auto-dispatches to passenger in <8 seconds
Confidence-Gated Actions
Never hallucinates customer answers. High-risk actions only execute when AI confidence surpasses user-defined thresholds (e.g. 92%).
Two-Way System Connectors
Doesn't just generate text; triggers live REST APIs to rebook flights, generate refunds, modify CRM records, and update ERP state.
Multi-Channel Orchestration
Coordinates actions across Email, SMS Gateways, WhatsApp alerts, and Webhooks synchronously in under 10 seconds.
Human Reinforcement Loop
Agents retain absolute authority. Whenever an agent edits an AI draft or overrides a routing tag, the system fine-tunes future actions.
M-Reply AI Assist: Pragmatic Helpdesk Intelligence
AI response suggestions for agents first, followed by safe auto-replies for routine queries. Available as an optional add-on at just ₹100 per agent/month on cloud or a ₹10,000 one-time module on licence.
AI Response Suggestions for Agents
Safe AI Auto-Reply for Routine Queries
Smart Classification & Sentiment Routing
3-Line Email Thread Summaries
Closure Reason Suggestions
AI Response Suggestions for Agents
When an agent opens a ticket, M-Reply drafts a high-quality reply synthesized from the full email thread, past resolved tickets, and corporate response templates. The agent edits, approves, and dispatches with a single click.
Phased AI Rollout Schedule
Carefully engineered to ensure zero risk to existing customer relations and operational SLAs.
Agent Suggestions
Reply drafts and thread summaries. Every output is always reviewed, approved, and dispatched by a human agent.
Routine Auto-Reply
Autonomous responses for routine queries with strict confidence thresholds, explicit allowed-topics whitelist, and daily audit review reports.
Smart Routing & Triage
Automated multi-label topic classification, urgency scoring, customer sentiment detection, and auto-assign capped distribution.
Non-Negotiable AI Safeguards & Data Privacy
Auto-reply can be switched off per mailbox, per team, or per topic with one toggle in the admin module.
Every AI action and auto-reply is visibly flagged in the ticket historical log with confidence score and model timestamp.
Customer email interactions and corporate templates are never used to train public foundational AI models.
Critical customer data such as credit card details, CVVs, and passport numbers are masked locally before touching any AI endpoint.
Low-Cost Installation · Low-Cost Maintenance · ₹300 per Agent
Choose a monthly cloud subscription with zero server maintenance, or a one-time perpetual licence that drives 3-year costs down to ₹167–₹190/agent. Free 14-day POC included.
Starter
2 Mailbox Ingestion Accounts
Business
8 Mailbox Ingestion Accounts
Enterprise
Unlimited Mailboxes Ingestion
3-Year Total Cost of Ownership (TCO) Calculator
Compare 36-month expenses between our fully managed Cloud subscription and our one-time Perpetual Licence. See exactly at which team size perpetual licensing saves you thousands of rupees.
From Business tier up (10 agents), the Perpetual Licence brings effective monthly costs down to ₹468/agent/mo, delivering substantial 3-year savings while retaining complete data ownership.
Low-Cost Maintenance (AMC)
Maintenance starts in year two and costs about 15% of the licence per year. (Year 1 is free). Cloud subscribers need no AMC.
| Tier | Annual Fee | Response SLA | Scope Covered |
|---|---|---|---|
| Basic | ₹3,000 | 48 bus. hours | Email support, bug fixes, security patches |
| Standard | ₹7,500 | 8 bus. hours | Basic + phone & WhatsApp, upgrades, 4h config/qtr |
| Premium | ₹18,000 | 2 hours (24×7) | Standard + sync monitoring, 12h customization/yr |
Optional Add-Ons
Add-ons are bought only when needed, keeping baseline fees low.
Live in 7 Working Days (Enterprise in 15)
Structured step-by-step rollout ensuring zero downtime on existing mail flows.
Kick-off
Confirm mailboxes, teams, users, and cloud/VPS hosting choice.
Installation
Deploy server or tenant, PostgreSQL database, SSL, and nightly backups.
Configuration
Connect mailboxes with real-time push sync, teams, signatures, templates, and caps.
Training
One 2-hour online session for agents, and one for team leaders & admins.
Go-Live & Hypercare
Switch live mail flow with daily check-ins and hypercare support for week one.
Frequently asked questions
Quick answers about M-Reply email ticketing and helpdesk software.
M-Reply is email ticketing and helpdesk software. It turns the emails arriving in shared inboxes such as support@ or bookings@ into tickets that a team can assign, track and resolve in one queue.
The cloud plan is ₹300 per agent per month, exclusive of 18% GST. A one-time perpetual licence starts at ₹20,000 for teams that prefer to host it themselves.
See pricingYes. Several mailboxes feed one queue, each ticket has a single owner, and internal comments stay hidden from the customer, so two agents never answer the same email.
In under 10 seconds for Microsoft 365 and Gmail, which use push notifications, and in under 30 seconds for other IMAP mail servers.
Yes. The free 14-day proof of concept runs on one of your real mailboxes with up to 5 agents, and no credit card is needed.
Yes. M-Reply is built in New Delhi, priced in Indian rupees, and cloud workspaces can be hosted in India (Mumbai).
Microsoft 365/Outlook, Gmail/Google Workspace and any IMAP server.
Yes, anytime; billing adjusts from the next cycle.
You get a full data export.
Yes, a one-time perpetual licence is available for your own server or VPS.
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