Manage customer requests together
Assign conversations, add notes, and plan follow-ups.
Track a conversation
- Open an email conversation and review its customer details.
- Create ticket tracking when needed, or use your organization’s automatic ticket mode.
- Choose an owner, priority, status, and follow-up date.
- Add tags and related products, services, or a project to keep useful details nearby.
- Use internal notes to share context with teammates who have access. Notes are not emailed to the customer.
Use email templates for common replies and personalize the message before sending. Update the ticket as work progresses.
Set aside mail that needs no action
Use Ignore to dismiss a ticket from active team work while keeping the conversation. Ignored tickets are not counted as resolved and can be restored later. Use Spam or Trash when those actions better match the message.
Inbox, Sent, and Draft views load emails in pages. Use search and filters to find conversations as your mailbox grows.