Ticketing
Manage shared-inbox work with stages, assignment, reply targets, and AI triage.
Ticketing turns selected shared email inboxes into work queues. It adds ownership, ticket stages, reply targets, and AI triage to Inbox.
Note
Ticketing must be available and enabled for your workspace. Admins and owners manage it under Settings → Ticketing. Only the selected members and the email account owner have access to a shared inbox.
Set up a shared inbox
- Connect the email account in Settings → Email accounts.
- Open Settings → Ticketing and turn ticketing on.
- Under Shared inboxes, select Add shared inbox, choose an available email account, and select who to share it with.
- Configure reply targets and triage rules, then open the mailbox in Inbox.
The account owner retains access. You can change the shared members later, or use Make personal again to remove the shared-inbox designation.
Work through the queue
Use the list to read conversations and the team board to review tickets by stage:
| Stage | Meaning |
|---|---|
| New | A new customer request to triage. |
| Waiting on us | Your team owes the next response. |
| Waiting on client | The next response is expected from the customer. |
| Resolved | The request has been closed. |
Assign each conversation to a teammate. Filter by assignee, stage, priority, labels, or customer, and save useful filter combinations as views.
Inbound messages and outbound replies can update stages automatically. A holding reply that only acknowledges the request can move back to Waiting on us, because the customer is still owed an answer. You can also set the stage manually.
Reply SLAs and business hours
In Ticketing settings, define how many business hours your team has to reply. Policies can target customer segments. The workspace's business hours and timezone are configured under Settings → General.
Check the reply target and current stage when deciding which ticket to answer next. A ticket's SLA is separate from the email reminder cadence used for account follow-ups.
AI triage and prepared drafts
Configure priority definitions with guidance explaining when each priority applies. Routing categories can assign matching conversations to a teammate. The AI classifies incoming shared-inbox mail using this configuration; you can correct the resulting priority or assignee in Inbox.
Where Prepare drafts in the background is available and enabled, Cust prepares a reply after a new message arrives. Open the conversation, review and edit the draft, then send it. Enabling background drafts does not automatically send those replies.
Open Ticketing settings