Multiple Ticket Inboxes: Route Emails to the Right Team
You can now configure multiple email inboxes for your ticket system, each with its own label. Emails sent to different addresses are automatically tagged so you can see at a glance whether a ticket came from Support, Sales, Contact, or any other channel.
How It Works
In Project Settings → Tickets, you'll find a new Ticket Inboxes section (available once you've connected and verified a custom email domain).
Each inbox has two fields:
- Email address — the address that receives emails (e.g.
support@yourdomain.com,sales@yourdomain.com) - Label — what to call it (e.g. "Support", "Sales", "Contact", "Help")
When an email arrives at one of these addresses and creates a ticket, the label is automatically attached. You can add as many inboxes as you need.
Clear Visual Indicators
Every email-sourced ticket now shows its inbox label as a bordered badge in the ticket list, right next to the timestamp and email icon. When you open a ticket, the label appears in the header too.
This makes it easy to:
- Filter by channel — quickly spot which tickets came from sales vs support
- Prioritise correctly — a sales inquiry might need a different response time than a bug report
- Route to the right person — assign tickets based on which inbox received them
Backward Compatible
Your existing supportEmail configuration still works. If you add the same email address to your Ticket Inboxes with a label, future tickets from that address will show the label instead of the generic "Email" badge.
Tickets created before the feature was added show "Email" as their source — the label only applies to new tickets going forward.
Setting It Up
- Go to Project Settings → Tickets
- Make sure you have a verified custom email domain (Business+ plan)
- Scroll to Ticket Inboxes
- Click Add inbox and enter the email address + label
- Repeat for each inbox you want
That's it. Emails to those addresses will automatically create tickets with the right label.
What's Next
We're planning to add inbox-based filtering in the ticket list, inbox-specific auto-reply templates, and SLA rules per inbox. Stay tuned.