01 / Keep the email thread together
Bring replies and attachments into the ticket. Use internal notes for the context that should stay with your team.
MESSAGE TICKETS & EMAIL
Every email.A clear next step.
Customer emails belong with the people, calls and conversations behind them. Reply, assign and resolve in the shared Inbox, with Message AI and your team close at hand.
$5/month with five support agents included. 7-day free trial for chat and tickets.Email ticketsMessage.com workspace
Resolved. The conversation stays together.
Shared email threadsClear ownershipCustomer history beside the reply
Illustrative workflow · Sue.com
One request. One person who owns the next step.
A customer emails about a document, then follows up in chat. The support team needs a connected record, a clear owner and the right response, without asking for the whole story again.
02 / See the parallel conversation
Linked customer history shows a related chat or call so two agents can coordinate on one issue.
03 / Hand off with the details
Assign the request and ask Message AI to remind the responsible teammate. Keep legal decisions with qualified people.
What could the time be worth?
Model your team’s workload.
41.7 hoursIllustrative time saved per month if each eligible conversation takes 5 fewer minutes.
This is an example scenario, not a reported customer result or a guarantee. Calculation: conversations × minutes saved ÷ 60. Adjust the assumptions to match your own team.
01 / The ticket workflow01 02 03
Keep the request moving.
A customer should not have to wonder who is helping. Give the email a home, an owner and a visible status, from the first question to the final reply.
Receive it in the Inbox
Connect a supported mailbox or configure your support email forwarding. Incoming requests join the same queue as chats and calls, so an agent can see what needs attention without opening another support tool.
Reply with the whole thread in view
Read the original request and earlier replies, then send from the ticket composer. Long email conversations stay together instead of becoming disconnected tasks that lose the customer’s explanation.
Assign, wait or resolve
Move the request to the right teammate or department. Keep it open while work is underway, use pending when you are waiting, and resolve it when the customer’s issue is actually finished.
02 / Customer context01 02 03
An email is part of a bigger conversation.
Jordan emailed yesterday and called this morning. Your agent needs the delivery promise, not another blank customer record.
See related requests
Linked customer history puts earlier chats, tickets and calls beside the current request. An active call can appear alongside an open ticket, helping colleagues coordinate instead of answering the same problem twice.
Use connected business details
Supported connectors bring matching customer and order details into the context panel. Agent access and customer-facing AI access have different permissions; a matching email is not permission to reveal an order.
Ask a colleague in place
Open a Team chat or channel from the bottom of the Inbox. Discuss the request internally while keeping the customer’s ticket open, then return with a useful answer.
03 / Message AI01 02 03 Explore Message AI
Help with the reply. Keep the judgment.
Give Message AI approved answers and clear company guidance. Let it help on eligible tickets while your team handles exceptions and takes over when needed.
Ground answers in your business
Published knowledge and approved sources give AI the facts to use. Return policies, product information and service instructions become reusable context rather than another document an agent has to hunt down.
Make useful answers reusable
A helpful resolution can become a knowledge suggestion. Review and edit it before publication so one customer’s exception does not silently become a policy for everyone.
Give follow-ups an owner
Ask your internal AI to notify a teammate about the ticket, with the conversation link and the promised callback time. Acknowledged or completed follow-ups stop generating reminders.
THE EVERYDAY DETAILS
The details that make a shared inbox work.
From a simple delivery question to a request that needs three people, keep the customer’s answer and your team’s work connected.
Readable email threads
Customer and agent messages have clear authors and timestamps. Review what was already said before replying, rather than sending a greeting that ignores the conversation.
One queue for support
Tickets sit alongside chats and calls. The queue is a place to claim work and coordinate ownership, not another inbox that the team has to check separately.
Visible status
Open, pending and solved states make the next step understandable. Assignment and status controls stay beside the ticket instead of hiding inside another settings screen.
Internal knowledge capture
Save useful replies to the knowledge workflow. Drafts can be reviewed and refined before they become answers customers or AI rely on.
Conversation ratings
Where ticket feedback is collected, the rating stays with the resolved conversation. Review the actual exchange to understand the score and improve the answer.
Connected mailboxes
Gmail and Outlook connectors support incoming email and text replies. Attachment handling varies by email path; connected-mailbox attachments currently stay in the original email application.
MAKE IT YOURS01 02 03
Keep your address. Give it a team.
Connect your email
Choose a supported mailbox connection or configure inbound forwarding. Verify your sender settings before using the address for customer replies.
Bring in your knowledge
Add the policies and instructions your team answers from. Set permissions and review AI guidance before enabling customer-facing replies.
Walk through a real request
Send a test email, assign it, reply and resolve it. Check the customer’s received email and the linked Inbox history before switching your team over.
BEFORE YOU START
A few useful answers.
Five dollars.
A shared home for every email.
$5/month with five support agents included. 7-day free trial for chat and tickets.