Shared inbox
Work the queue together.
Maya Okafor9:41
Where is order #1042?
Liam Chen9:38
Swap a medium for a large
Priya Raman9:35
Mug arrived cracked
Jonas Weber9:31
Welcome code says expired
Every email to your support address becomes a ticket with the full thread. Assign it, tag it, leave a note for a teammate, answer it and close it without leaving the inbox.
- Gmail
- Google Workspace
- Forwarded mail
- Contact forms
- REST API
Why it matters
A queue the whole team can trust
Two people answer the same email
Everyone sees who has it
A ticket someone else has open says so at the top, and assignment shows who owns each one.
Context buried in a forwarded thread
The whole conversation in one place
Messages, internal notes and every change sit in one timeline.
Tickets forgotten until the customer chases
Snoozed tickets come back on time
Snooze until a parcel is due and the ticket returns to the queue, open.
One timeline for the whole conversation
Customer messages, your replies, internal notes and changes such as a new tag or assignee appear in one timeline, in the order they happened.
Replies go out from the address the email came to, in the same thread, so the customer sees one conversation. Attachments up to 25 MB travel both ways.
Hi, order #1042 said 3 to 5 days and it has been a week. Tracking hasn't moved since Monday. Can you check where it is?
Carrier shows it at the regional hub since Monday. I asked them to trace it.
Two agents, one ticket, one reply
Assign a ticket to yourself, a teammate or a team. A ticket someone else is reading says so at the top, so two people do not answer the same customer.
Internal notes stay inside the helpdesk: ask a teammate, record what the carrier said, or leave context for whoever picks the ticket up next.
Agents
- ARAna Ruiz4 open
- BCBen Carter7 open
- CPChloe Park3 open
Teams
- Orders9 open
- Returns5 open
- Wholesale2 open
Put a ticket away until it matters
Snooze a ticket until a parcel is due or a restock lands, and it comes back to the queue open at that time.
Tags, priority and ticket fields record what the ticket was about, so views, rules and reports can use them later.
Snooze #4182 until
- Later today17:00
- TomorrowFri 9:00
- Next weekMon 9:00
- When the parcel is dueThu 9:00
A snoozed ticket leaves the queue and comes back open at the time you pick.
Less back and forth inside the team
Send and close in one step
Reply and close the ticket together, or reply and leave it open when you expect an answer.
Search every ticket
Find tickets by subject, the customer's name or email, or any word in the conversation.
Bulk actions
Select a page of tickets to tag, assign, close or reopen them at once.
Spam and trash
Mark junk as spam and keep it out of every view, or move a ticket to the trash and bring it back later.
New tickets by hand
Open a ticket for a customer who phoned or wrote somewhere else, and send the first email from the helpdesk.
Works on a phone
The inbox and ticket pages fit a phone screen, for the evening check on the queue.
Questions
See your own queue in it
Book a 45-minute call, or bring your history over from Gorgias with the import.
A week in support
Questions it answers
Each card opens the part of the helpdesk that handles it.
How do two agents avoid answering the same email?
The ticket shows who else has it open, and an agent assigns it to themselves before replying.
Shared inboxSee howWhich customers have been waiting longest with nobody on their ticket?
A view of open, unassigned tickets sorted by the oldest customer message, shared with the team that should pick them up.
ViewsSee howCan we stop typing the same shipping-delay answer forty times a day?
Pick a macro and the reply fills in the customer's first name and yours, then tags the ticket and hands it to the right team.
MacrosSee howWhat did this customer order, and has it shipped?
Their earlier tickets and their Shopify orders sit beside the conversation, and a refund or replacement starts from the ticket with a check before it runs.
Customer sidebarSee howCan returns go straight to the returns team?
A rule reads each new ticket, tags it by what the customer wrote, and assigns it to a team before anyone opens it.
RulesSee how