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 — for example: Support, VIP, or Sales.

Multiple inboxes work best when they share the same knowledge base, so replies stay consistent across all channels. If you need completely different contexts (different brand, policies, or tone), it’s usually better to create a separate organization.

To create a new inbox, go to Settings → Inboxes → Add inbox.

Setting up

• Name – The display name of your inbox. This helps you identify it inside initdesk.
• Email Prefix – Your inbox email address (e.g., support@your-org.e.initdesk.com). Use it to receive messages directly, or forward email from your existing provider (Gmail, Outlook, etc.).
• Default – Marks this as your primary inbox. New inbound messages will go here unless another inbox is selected.
• Auto Reply – Automatically replies to new tickets with a welcome or acknowledgement message.
• Inactivity reminders – Sends reminder emails after a set number of days with no customer activity.
• Auto-close inactive tickets – Automatically closes tickets after a defined number of inactivity days to keep things tidy.
• Signature: Customize your outgoing signature (name, brand, contact links, and legal/footer text).

Notes

• If messages go to the wrong inbox, review your forwarding rules and any catch‑all email settings at your email provider.

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