MReply
Intelligent Interaction Management

Email Ticketing Software Features

Everything a helpdesk team needs to run support from a shared inbox: real-time mail sync, a full ticket lifecycle, fair assignment and live dashboards.

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What M-Reply does

A shared inbox your whole team can work from

Connect support@, bookings@ and any other address. Every email lands in one queue as a ticket with a reference number and a single owner, so two agents never answer the same customer.

A clear ticket lifecycle

Tickets are Open when they arrive, move to Pending when you reply, and are Resolved with a closure reason. Assign, transfer, comment internally and act on many tickets at once.

Fair workloads and a live floor view

Auto-assign capping shares new tickets evenly up to a ceiling per agent. Team leaders see who is active, who is on a break and how many tickets each agent holds.

AI Assist when you want it

An optional add-on drafts replies and summarises long threads for the agent to review, and is being rolled out in phases.

AI SaaS & Automation

See it in action

The two screens your team will use most: the ticket queue for agents, and the live floor view for team leaders.

Illustration of the M-Reply email ticketing queue showing open, pending and resolved tickets beside the selected ticket and its reply box
Illustration of the ticket queue: every email becomes a ticket with a reference, one owner and a status.
Illustration of the M-Reply live floor dashboard listing each agent’s team, tickets held against their cap, and shift status such as Active Desk, Short Break or Meeting
Illustration of the live floor dashboard: tickets held per agent against their cap, and who is on a break.

Full feature list

Every plan is built on the same M-Reply platform.

  • Multi-mailbox ingestion

    Pull support@, bookings@ and more into one queue.

  • Teams with custom signatures

    Map each division to a team with its own signature.

  • Agent and Team Leader roles

    Give every user the right level of access.

  • Response templates

    Reply faster with consistent, approved wording.

  • Auto-acknowledgements

    Send every customer an instant reply with a ticket reference.

  • Email/alias blocking

    Stop spam addresses and domains from creating tickets.

  • Open → Pending → Resolved lifecycle

    Tickets move to Pending on reply and close with a reason.

  • Assign & Transfer

    Route a ticket to a teammate or hand it to another team.

  • Internal and customer comments

    Add private notes or comments the customer can see.

  • Bulk assign/transfer/resolve

    Act on many tickets in one step.

  • Reminders & SMS alerts

    Schedule follow-ups and notify customers by SMS.

  • Auto-assign capping

    Share work evenly with a ticket ceiling per agent.

  • Live floor & productivity dashboards

    See who is active, on break and how much each agent holds.

  • Advanced search

    Find tickets by ID, customer, status or any text.

  • Proactive outbound emails

    Start a conversation without waiting for an inbound email.

Works with Microsoft 365, Gmail and any IMAP mail server. See integrations

Try every feature on your own mailbox

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