Shared inbox
Every conversation, one inbox.
Messages from your widget, emails to your support address and form submissions all become tickets in one shared list. Your whole team can see what’s waiting, who has it and what’s been said.
What your team sees
The whole conversation, in one place.
The list shows who is waiting on you. The ticket shows every message, your team’s private notes and the customer’s history, with the reply box and AI help at the bottom.
#1042 · Northwind · Email
Charged twice this month
Dana Whitfield · 9:12
Hi, I see two charges for my October subscription. Can you refund one of them? Order NW-20931.
Sam Lee · Internal note
@Priya Shah can you confirm the second charge before I reply?
Priya Shah · Internal note
Confirmed. The duplicate was refunded this morning.
Dana Whitfield · 9:31
Just checking in. Is there any update on this?
Write a reply to Dana…
Status
Open
Priority
High
Assignee
Sam Lee
Contact
Dana Whitfield
dana@example.com
Recent tickets
#987 Change billing email
#912 Add a second user
Followers
Sam Lee Assigned
Priya Shah Mentioned
Custom fields
2 of 3 set
Why it matters
Faster answers, nothing missed.
Nobody falls through the cracks
New tickets arrive Open and unassigned, and your team is emailed about them. A filter for unassigned tickets shows exactly what nobody has picked up.
Customers reply the way they like
Every reply shows in the widget and, when you have their address, goes out by email. When the customer answers from their inbox, it lands back on the same ticket.
Context without the back-and-forth
Private notes, @mentions and the customer’s recent tickets sit right next to the conversation. No copying links into a separate chat.
Keep your support address. Reply from your own domain.
Each brand gets its own Cove email address. Forward your existing support mailbox to it and every email becomes a ticket. Your replies go out from your own domain, branded or plain.
- No DNS changes to receive email. A test message shows up in your inbox within a minute or two.
- People on the To and Cc lines are added to the ticket, attachments are saved, and quoted history and signatures are folded away.
- Replies thread in the customer’s email app, and a reply to a Resolved ticket reopens it.
- Choose Branded or Plain emails and who they’re sent as. Sending from your own domain is included on every plan.
Inbound email address
Forward your mailbox here. No DNS changes needed to receive.
Sam at Northwind Support <support@mail.northwind.co>
to Dana Whitfield · cc Alex Whitfield
Hi Dana,
Thanks for flagging this. We found the second charge for October and refunded it this morning.
Sam
Support team · Northwind
You can reply to this email directly.
Teamwork
Talk it through without leaving the ticket.
Switch the reply box to Internal note to hand over context or ask for help. Notes are only for your team: they never appear in the widget and are never emailed.
- Type @ to mention a teammate. They get an email and an Activity item, and start following the ticket.
- Follow any ticket to see its replies, notes, assignments and status changes in your own Activity feed.
- Each person chooses which emails they get, for each brand: new tickets, replies on their tickets, assignments and mentions.
Internal note · Sam Lee
@Priya Shah can you confirm the second charge before I reply?
Only your team can see this. Nothing is emailed to the customer.
Sam Lee mentioned you · 2m
#1042 Charged twice this month
Can you confirm the second charge before I reply?
Dana Whitfield replied · 6m
#1042 Charged twice this month
Thanks. Will the refund show on my statement?
Alex Kim assigned it to you · 1h
#1038 Shipping to Canada
Sam Lee marked it Resolved · 3h
#1027 Change the billing email
Organize
Your queue, the way you work it.
Filter by status, priority, brand, assignee or who was mentioned, and sort by last update, creation date or priority. Save the combinations you use most as views.
- Filters live in the page address, so you can bookmark a filtered inbox or send the link to a teammate.
- Saved views are personal and keep their sort, so each person’s sidebar fits how they work.
- Move through the list with J and K, open with Enter, start a ticket with C, and send with ⌘Enter.
- Track details your way with custom fields on every ticket: text, numbers, dates, selects and yes or no.
Inbox
Mentions me
Following
My views
Unassigned
Urgent first
Lumen billing
+ New view
The inbox is on every plan
Plans differ by size, not features. Starter includes 2 seats, Growth 5, Team 10 and Business 25. Start with a 14-day free trial on Growth’s limits, no card needed.
FAQ
Questions about the shared inbox
Do I need to change my DNS to receive email?
No. Forward your support mailbox to your brand’s Cove address and new emails become tickets. DNS records are only needed if you want replies to come from your own domain.
Can customers see internal notes?
Never. Notes don’t appear in the widget and aren’t emailed. Mentions only work in notes, so a customer never sees a teammate tagged.
What happens when a customer replies to a resolved ticket?
It reopens as Open on the same ticket, whether they reply in the widget or by email. Internal notes don’t reopen a ticket.
Can one team support several brands?
Yes. Each brand has its own support address, email settings and widget. Filter the inbox by brand, and let each person choose which brands they get new-ticket emails for.
Can we start a conversation with a customer?
Yes. Create a conversation from the inbox or a contact’s record and it’s emailed to them and shows in their widget. Or create an internal ticket to track work only your team sees.
Bring every conversation home.
One shared inbox for your widget, email and forms. Start your 14-day free trial, no credit card needed.