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Tickets
5 articles
Email-to-ticket, SLA, macros, and the shared inbox for support teams.
5 articles
Set up email-to-ticket
Forward your support@ inbox to Message and start handling email tickets in the same queue as chat.
Updated May 24, 2026
SLA rules
Tell Message what 'on time' means for your team, and watch the inbox enforce it.
Updated May 24, 2026
Priorities and triage
Five priorities, AI-suggested triage, and how to keep the highest tickets at the top.
Updated May 24, 2026
After-hours auto-reply
Tell customers when you will reply when they message outside business hours.
Updated May 24, 2026
Shared inbox vs ticket queue
Two views, one data model. When to use which.
Updated May 24, 2026