loading

How do channel-less inboxes work

First, lets understand what a channel-less inbox is!

An inbox can have zero or more channels. When an inbox has no channels, it's called a channel-less inbox.

How are tickets created in a channel-less inbox?

Since channel-less inboxes have no incoming channels, there's no way to directly create a ticket in a channel-less inbox.

The only way to create tickets in a channel-less inbox is to move tickets that were already received in another inbox.

In a channel-less inbox, what channel will outbound messages be sent from?

The ticket will keep the channel of the inbox it came from.

If a ticket was in the Support inbox (with a support@ email channel) and then moved to a Level 2 channel-less inbox, the Level 2 team will receive the ticket and be able to respond to it. Outbound responses will go from support@.

How can I use channel-less inboxes?

The primary use of channel-less inboxes is to share channel configuration with multiple inboxes.

With a primary inbox and a set of channel-less inboxes, multiple teams can manage their workflows from different inboxes but all send outgoing emails from a single email address.