Working with multiple teams & departments using inboxes

An inbox represents a support email address and a team that manages requests sent to that address. You can think of it like a mailbox.

Every ticket belongs to an inbox. Within an inbox, a ticket can either be unassigned or assigned to a specific user. When a new ticket is received by an inbox, all members of the inbox are notified. Once assigned, notifications are just sent to the user the ticket is assigned to.

Assigning a ticket

From the user dropdown, select a user.

You can quickly assign a ticket to yourself by clicking Assign to me.

Moving to another inbox

Sometimes, a customer accidentally emails the support team with a sales question. When this happens, the support team can just transfer the ticket to the Orders inbox.

When a ticket moves to another inbox, it is automatically unassigned.