Your inbox is where customer messages turn into support tickets.
Each organization can have one or more inboxes — perfect if you want to separate support requests by product, brand, or region. You can add, edit, or remove inboxes at any time.
When you sign up for initdesk, a default inbox is automatically created for your organization. You can use it right away or create additional inboxes for different contexts.
Here are a few examples of how you might organize your inboxes:
- Separate inboxes for Sales, Support, and Billing.
- A dedicated inbox for VIP or enterprise customers.
Multiple inboxes work best when they share the same AI Assistant knowledge base, ensuring consistent responses across all your channels.
- Name – The display name of your inbox. This helps you identify it inside initdesk.
- Email Prefix – This is your inbox email address. Use it to receive messages directly from customers, or set up email forwarding in your existing provider (e.g., Gmail or Outlook).
- Default – Marks this inbox as your primary support inbox. All incoming messages will go here unless another inbox is specified.
- Auto Reply – Automatically replies to new tickets with a welcome or acknowledgment message.
- Inactivity reminders – Sends reminder emails to customers after a set number of days without activity.
- Auto-close inactive tickets – Automatically closes tickets after a defined number of inactivity days to keep your inbox organized.
