Run a shared inbox with clear ownership
Give each customer conversation an owner, a next step, and a personal reply.
Give the team a clear starting point
Shared addresses such as support@ and sales@ help customers reach the right team. In NuvoMail, several teammates can work from the same address with separate read and send permissions.
Agree who reviews new messages and how work is assigned. An owner and a follow-up date help the team coordinate the next action.
Use statuses to show progress
- New or Unassigned: review the conversation and choose who will handle it.
- Open: work is in progress.
- Waiting: the team is waiting for a customer or another party.
- Resolved or Closed: the request is complete, according to your team’s workflow.
Choose which conversations need tracking
Use automatic ticket creation for eligible incoming conversations, or manual creation when your team prefers to choose. Add priority, tags, and related business details when they help.
Use Ignore for a ticket that needs no action. The conversation stays available, leaves active ticket work across the team, and can be restored. It is not counted as resolved.
Make every handoff useful
Add private notes for teammates who have access. Keep customer-facing replies personal: start with a template, review the conversation, and add the details the customer needs.
Review upcoming follow-ups regularly. If a conversation becomes a sales opportunity, use the Pipeline to track its sales stage and handoff separately from its ticket status.
For step-by-step instructions, explore the Help guides. For current allowances, compare plans.