// full capabilities
Everything Reply Desk does.
One platform, from the first request to a paid invoice. Turn on only what your team needs - the rest stays out of the way.
Intake & requests .
- Public intake link - submit & track, no login
- AI FAQ chatbot - answers customers' common questions instantly
- Embed the chatbot on your own website
- Email-to-ticket: forward any inbox, auto-threaded
- Replyline AI receptionist turns calls into tickets
- Live self-service status page
- Spam & spoofed-sender guard
Ticketing & workflow .
- Your own statuses, priorities & SLAs
- Custom fields & ticket types per workflow
- Categories, departments & teams
- Assignment & routing by team
- Saved views, search & aging
- Required resolution reason on close
Scheduling & field service .
- Dispatch board by technician
- Google & Outlook calendar sync
- Arrival windows & durations
- Photos, signatures & checklists
- “On my way” customer texts
- Locations / buildings
Billing & payments .
- Pricebook, quotes & invoices
- Collect by card, bank, cash or check
- One-tap payment links
- Cost & margin tracking
- Off by default - flip on when you bill
Notifications .
- Customer SMS + email at every step
- Owner & staff alerts
- Technician assignment emails
- Appointment reminders
- Resolution emailed to customer + tech
Team, access & security .
- Roles: owner / admin / member
- Per-seat billing - add people as you grow
- “Continue with Google” sign-in
- Domain SSO (SAML / Google Workspace)
- Automatic user provisioning
Reporting & dashboards .
- Live KPIs: open, scheduled, overdue, unassigned
- Open by status, category & team
- Resolved by reason
- Ticket aging & avg. resolution time
- Revenue & margin
- Drag-to-customize tiles
Make it yours .
- Rename anything (“tickets” → “requests”)
- Turn modules on & off
- Field service, IT, facilities, property & pro services
- Multi-location
- Onboarding blueprints