An inbox is where customer messages become support tickets. initdesk supports unlimited inboxes, so you can create separate inboxes per product, team, or customer segment, such as Support, VIP, or Sales.

Multiple inboxes work best when they share the same knowledge base, so replies stay consistent. When the brand, policies, or tone are completely different, create a separate organization.

Account owners and admins can create and change inboxes.

Create an inbox

1. Go to Settings → Inboxes.
2. Click Add inbox.
3. Enter an Inbox name. Your team sees this name. Customers do not.
4. Enter an Address prefix. This becomes the initdesk address that receives mail for the inbox, such as support@your-org.at.initdesk.com. Use that address directly, or forward mail from an address you already use. See Handle support email.
5. Click Create inbox.

You can change the name and the prefix later.

Settings on the inbox

Open Settings → Inboxes and select the inbox.

General

• Primary — Conversations that are not addressed to another inbox arrive here, so every organization has exactly one primary inbox. Turning Primary on takes effect immediately. It cannot be turned off here: make another inbox primary first. The primary inbox cannot be deleted until you do.
• Inbox name — The name your team sees. Customers do not.
• Customer interaction style — Helpdesk or Conversational. See Ticket numbering and customer interaction style.

Inbox name and Customer interaction style save together when you click Save changes. The style applies to new messages.

Auto-reply

A new ticket opened by a customer can get one automatic reply. The inbox has a during-hours message and an outside-hours message, shared by email, WhatsApp, and Telegram. The business hours schedule decides which message can send. If business hours are not set, the organization is open at all times, and only the during-hours message can send. See Auto-reply to new tickets.

Automation

• Close inactive tickets closes a ticket after the number of days you set.
• Inactivity reminders email the customer after the number of days you set.

Both periods count from the customer’s last message. Click Save changes.

While a ticket is snoozed, these timers do not run. See Snooze a ticket.

Channels

Email is available on every inbox. Other channels are cards on this page. See Channels.

Email address and signature

Open the inbox, then open Email.

• Copy the initdesk inbox address at the top of the page. This is the address you forward mail to.
• Address prefix changes that address. Click Save address.
• Sender name is the From name on outgoing email from this inbox. Leave it blank to use the organization default.
• Inbox signature is the footer for automatic notices, and for associates who do not have a personal signature or when personal signatures are turned off. Basic HTML is allowed. Personal signatures are under Settings → Email signature.

If mail lands in the wrong inbox

Check the forwarding rules and any catch-all address at your email provider. Mail that is not addressed to a specific inbox arrives in the primary inbox.

Questions?

If a new inbox is not receiving mail, tell us the address prefix and how you forward to it, using Open a ticket at the bottom of this page.