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.
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
- The email account owner connects the mailbox in Settings → Email sync. Admins and owners can also use Settings → Email accounts.
- The owner opens that account, chooses Edit, enables Available for ticketing, and selects Save. This makes the mailbox available for an admin to share.
- An admin or owner opens Settings → Ticketing and turns ticketing on.
- Under Shared inboxes, select Add shared inbox. Choose the Email account, add teammates under Share with, and select Add.
- Configure reply targets and triage rules, then open the mailbox in Inbox. Have a selected teammate open it too, so you can confirm they have access to the queue.
The account owner retains access. Change the shared members in Ticketing settings as the team changes. Make personal again returns the inbox to its owner and removes teammate access while preserving conversation history. Turning off Available for ticketing in the email account's settings has the same effect.
Mailbox missing from the picker?
If Email account shows No accounts available for ticketing, check these two places:
- Ask the mailbox owner to open its settings and confirm Available for ticketing is saved. Connecting a mailbox alone does not make it available to share.
- Check the existing Shared inboxes list. An account that is already shared is removed from the add picker. Edit its members in the existing row instead.
Return to Ticketing settings after the owner saves the change and select Add shared inbox again.
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.
Use Send for a normal reply, or Send & Resolve when the request is finished. Use Send & snooze to reply and return to the conversation later. Snoozing removes it from the open queue until the selected time or a new incoming human reply.
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.
Understand a missing or unexpected reply target
| What you see | What to check |
|---|---|
| A different target than expected | Cust uses the company's segment policy first, then the workspace default when no segment policy applies. Check the conversation's company and its segment. |
| The deadline spans an evening or weekend | Targets count business hours in the workspace timezone. Check Settings → General for the working hours and timezone. |
| A recent inbound ticket has no target | Check whether a segment policy or workspace default applies. A countdown runs while a reply is owed in Waiting on us. |
| Imported older mail has no target | Inbound messages more than 24 hours old do not start a new countdown during backfill. |
| A holding reply leaves the ticket in Waiting on us without a new target | The reply met the response target, but the substantive answer is still owed. Finish the work and reply with the answer. |
Moving a ticket out of Waiting on us stops its current countdown. An existing breach indicator can remain after the countdown stops. A fresh reply countdown resets that indicator.
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