Email Ticketing & Helpdesk Software for Shared Inboxes
Never miss a customer email. M-Reply turns shared inboxes like support@ and bookings@ into one ticket queue. Every email becomes a ticket in under 10 seconds, each ticket has one owner, and you can see who’s handling what, live.
Every email becomes a ticket
Microsoft 365 and Gmail; under 30 sec on IMAP
Missed customer emails
Catches up after any outage, with no duplicates
Per agent, per month
Cloud subscription or $259 licence
See who’s handling what, live
Tickets shared fairly, so no agent is overloaded
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
Handle sudden surges from disruptions, cancellations or marketing launches with capped auto-assignment and automatic rules.
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
Try it yourself: see how M-Reply keeps replies on time, shares tickets fairly so no agent is overloaded, and shows managers who’s handling what, live.
New Interaction Ingested
The email becomes an Open ticket as soon as it arrives, or when an agent logs a customer’s call or request by hand.
Awaiting Feedback
When an agent replies to the customer, the ticket moves from Open to Pending automatically.
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.
More about M-Reply
Managed cloud platform
We host, update and back up M-Reply for you, with single sign-on and an open REST API.
See the SaaS platformReal-time mail sync
Microsoft 365 and Gmail push every email to M-Reply, so it becomes a ticket in under 10 seconds.
How mail sync worksAI automation
Automatic rules and AI that sort, route and draft replies for routine emails, with your team in control.
See AI automationM-Reply AI Assist (Beta): AI That Helps Your Agents Reply
AI response suggestions for agents first, followed by safe auto-replies for routine queries. Available as an optional add-on at just $1.50 per agent/month on cloud or a $129 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.
From $4 per Agent per Month
Pay monthly on the cloud with nothing to maintain, or buy a one-time licence and host it yourself. Low-cost setup and maintenance, and a free 14-day POC.
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 the most.
The Cloud Subscription costs $82 less over 3 years ($4.18/agent/month), with hosting, backups and maintenance included.
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 | $40 | 48 bus. hours | Email support, bug fixes, security patches |
| Standard | $95 | 8 bus. hours | Basic + phone & WhatsApp, upgrades, 4h config/qtr |
| Premium | $229 | 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 $4 per agent per month, exclusive of applicable taxes. A one-time perpetual licence starts at $259 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.
Cloud workspaces can be hosted in India (Mumbai), Singapore, Frankfurt or North America, so your data can stay in your region. You can also run M-Reply on your own server with a perpetual licence.
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.
Contact sales