ReplyBay
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Solutions Support teams

Keep your helpdesk. Lose the backlog.

ReplyBay works inside Zendesk, Gorgias and Re:amaze, or as your inbox for email and social. It drafts every ticket, sends the ones you trust it with and assigns the rest to the right agent.

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Tickets this hour

  • Gorgias ticket

    The discount code from your newsletter does not work at checkout.

    Answered from your promotions document, above your threshold. Logged on the ticket.

    Sent

  • Zendesk ticket

    I was charged twice for my last order.

    Payment problem: escalated as P1 and assigned to your billing lead.

    To you

  • Gmail

    Do you offer gift wrapping?

    Drafted from your FAQ. Below your threshold, so it waits in the review queue.

    Draft
Illustrative example. What sends on its own depends on your confidence threshold; payment issues always go to a person, and returns and refunds do unless you opt them in.

How it works

  1. Connect your helpdesk

    Zendesk, Gorgias or Re:amaze with an API key and your domain. Tickets sync into the ReplyBay queue and link back to the original.

  2. Map your agents

    Fetch your agent roster and give each person an escalation level from P0 to P2. Escalated tickets are assigned to the matching agent.

  3. Import your history

    Sync past tickets. Resolved conversations that pass the quality review become style examples for new drafts.

  4. Raise the threshold as trust grows

    Start with drafts only. Watch the auto-handled rate and escalations in Analytics, then let more replies send on their own.

What you get

  • Helpdesk integrations

    Drafts and replies inside the tool your team already uses.

    Learn more

  • Escalation alerts

    P0, P1 and P2 escalations reach the Slack or Discord channel your team watches.

    Learn more

  • Seats and roles

    Owners, admins, agents and viewers, with team plans for more seats.

    Learn more

Questions

Do we have to leave our helpdesk?

No. ReplyBay drafts inside Zendesk, Gorgias and Re:amaze, and every reply links back to the original ticket.

Which tickets are never sent automatically?

Payment problems, legal or privacy requests and order changes always go to a person, whatever the threshold. Returns and refunds do too unless you explicitly opt them in, and anything below your confidence threshold waits for review.

Can we see why the AI did what it did?

Yes. Every reply logs its confidence, its sources and the action taken, so a review takes minutes.

How is it priced for a team?

Plans include a number of AI replies, workspaces and seats, and the team plans add more seats. The pricing page lists the current plans.

Give your agents the tickets that need a person.

Connect your helpdesk, start with drafts only and raise the threshold when the numbers say so.

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