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Shared inbox and email tickets

A shared inbox that turns support email into tickets

Keep your support address and forward it to Chatsy. Each email becomes a numbered ticket your team can assign, prioritize, tag and answer, in the same dashboard as your AI chat and live chat. It is a lightweight inbox for small teams, not a full help desk. Included from the Hobby plan at $40 a month.

Start freeSee pricing

Chats and tickets in one dashboard

MMayaReturns agentTeam handling

The zipper broke after a week. Can someone take a look?

Damage in the first 30 days is covered, so I’ll pass this to the team with our conversation attached.

Moved to live chat with the transcript

Internal note · Delivered 9 days ago, so the 30-day policy covers it.

Sam

Hi, I’m Sam from the team. I can see the whole conversation, so let’s sort this out.

ReplyInternal note
Reply…

What it does

Shared inbox in Chatsy

  • Your address, forwarded

    Verify your support address with a 6-digit code, then forward it to the mailbox address Chatsy gives you.

  • Numbered tickets

    Every email becomes ticket #1, #2 and so on, with Open, Pending, Resolved, Closed and Spam statuses.

  • One owner per ticket

    Assign a teammate, set Low to Urgent priority and add tags. Mailboxes can auto-assign or require an owner.

  • Saved replies

    Reusable answers with placeholders for the customer’s name and the ticket number.

  • AI drafts from your sources

    With the AI drafts module, start a reply from a draft based on your agent’s knowledge, then edit and send.

  • Chat to ticket

    Agents get a Create Support Ticket tool, so a chat that needs follow-up becomes a ticket in the right mailbox.

Setup

Connect a support address

Read the email setup guide
  1. 01

    Create a mailbox

    Open Inbox in the dashboard. Chatsy gives the mailbox its own forwarding address.

  2. 02

    Verify your address

    Enter the 6-digit code Chatsy sends to your support address. It expires after 15 minutes.

  3. 03

    Forward the address

    Set your email provider to forward support mail to the Chatsy address. Keep a copy while you test.

  4. 04

    Send a test email

    Email your support address from another account and confirm it arrives as a new ticket.

Email tickets

What happens to each support email

Chatsy does not read your mailbox. Your provider forwards each message to the mailbox’s own Chatsy address, and Chatsy decides whether it is a reply to an open ticket or a new one.

Connect your support email
  1. 01

    The email reaches your Chatsy address

    Every mailbox gets its own forwarding address. Mail is only accepted after you verify your support address with the 6-digit code; until then the mailbox stays inactive.

  2. 02

    Chatsy checks whether it is a reply

    It looks for a ticket tag such as [#42] in the subject, then the email’s reply headers, then the same subject from the same sender on a ticket active in the last 14 days.

  3. 03

    Replies join the existing ticket

    The quoted history is trimmed so only the new message shows. A Closed, Resolved or Pending ticket reopens as Open when the customer writes back.

  4. 04

    New emails become numbered tickets

    Anything else becomes the next ticket number in that mailbox, with attachments up to 10 MB. If the mailbox auto-assigns, the ticket goes to the mailbox owner.

  5. 05

    An optional acknowledgement goes out

    With auto-reply on, the customer gets a message with their ticket number, or the AI draft if you turn on AI auto-reply for a mailbox linked to an agent. Mailing lists and other automated mail never get an auto-reply.

  6. 06

    Your team is told and replies

    A connected Slack channel can get a new-ticket alert, and an AI draft is prepared when drafts are on. Your reply keeps the [#42] tag in the subject, so the customer’s answer lands back in the same ticket.

  1. Mailbox Email setup tab listing the forwarding address pair and the steps to finish setup, with addresses blurred.
    1. Connect the addressThe Email setup tab shows the address to forward from and the Chatsy address to forward to. Addresses are blurred. Local test workspace with test data, captured November 12, 2026.
  2. Mailbox conversation list showing one logged test request.
    2. Requests become ticketsThe mailbox list with one logged sample request. Local test workspace with test data, captured November 12, 2026.
  3. Ticket number 1 with a reply composed in the editor before sending.
    3. Reply from the ticketA reply composed on ticket #1. Email sending was not configured in this local test, so it was not sent. Local test workspace with test data, captured November 12, 2026.

Each copy of an email is handled once: if your provider delivers the same message twice, the second copy is ignored. Chatsy does not send your team an email for each new ticket; use the dashboard or a Slack alert.

Plans

Mailboxes and seats on each plan

Each mailbox is one support address. Seats include the workspace owner, so 1-seat plans have no room for teammates. Compare all limits on the pricing page.

Mailboxes and seats on each plan
PlanInbox and ticketsMailboxesTeam seatsAI drafts
Free ($0/mo)1
Hobby ($40/mo)11
Standard ($150/mo)23
Pro ($500/mo)55
Enterprise (quote)1010

Where it stops

Where a full help desk does more

  • Email is the only ticket channel. Phone, social and messaging apps do not create tickets.
  • There are no SLA timers, escalation rules, skills-based routing or round-robin assignment.
  • There is no customer portal where customers sign in to see their tickets.
  • Reports cover the AI agent, not ticket volume, agent performance or CSAT.
  • Replies go out through Chatsy’s email service, or your own Postmark account. There is no separate custom sending-domain setup.
  • Chatsy cannot import old tickets from another help desk.

Not a fit if

  • You run a team of more than 10 agents on one queue.
  • You need SLAs, approval workflows or contractual reporting on tickets.
  • You must keep years of ticket history from your current tool in one place.
  • You need ticketing on the Free plan: it starts on Hobby.

FAQ

Questions before you turn it on

Both, in a light form. Email arrives in a shared mailbox your team works from, and each message becomes a numbered ticket with an owner, status, priority and tags. It is meant for small teams that have outgrown a shared Gmail or Outlook inbox, not as a replacement for a full help desk.

No. You verify the address you already use, then forward it to the address Chatsy gives the mailbox. Customers keep writing to the same address.

Any provider that can forward mail to another address, such as Google Workspace or Microsoft 365. Forwarding is set in your provider, not in Chatsy.

Hobby has 1 mailbox and 1 seat, Standard 2 mailboxes and 3 seats, Pro 5 mailboxes and 5 seats, and Enterprise 10 mailboxes and 10 seats. Seats include the owner.

Yes. Admins and the owner see every mailbox. Members only see the mailboxes they are given, at View, Edit or Manage level.

Read next

Guides for this module

One place for support email and chat.

Start on the Free plan to build your AI agent, then add the inbox on Hobby when you connect your support address.

Start freeRead the setup guide

Free plan available. No credit card required.