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Feature

Every customer email gets an owner

A shared mailbox works until the day two people answer the same customer and nobody answers the next one. SupaDesk turns each conversation into a ticket with an owner, a status and a deadline.

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  • Ticket numbers customers can quote
  • Internal notes kept separate
  • Merge without losing history

How does the SupaDesk shared inbox work?

Every email that arrives at a connected support address becomes a ticket, or joins the existing ticket it is a reply to. Each ticket has a customer-facing number, a status, a priority, a category, an assigned team and agent, and a complete timeline of messages, notes and changes. Agents work from views such as "awaiting my reply", "unassigned in my teams" and "SLA at risk" rather than scrolling one long mailbox.

  • Statuses built on fixed categories: New, Open, Pending internal, Waiting on customer, Waiting on approval, Resolved, Closed.
  • Internal notes are stored separately from the conversation and never sent.
  • Watchers and collaborators follow a ticket without owning it.
  • Merge duplicates; split nothing by accident; delete only with an authenticator code.
  • Full-text search across subjects, messages and notes you are allowed to see.
  • Export a ticket's conversation as a PDF for a customer or an auditor.
Views

The inbox, rebuilt around who is waiting

Awaiting my reply

My open tickets where the customer spoke last, oldest first. Out-of-office replies and bounces do not count as the customer speaking.

Unassigned in my teams

Open work nobody has picked up yet, on the teams I belong to, longest-waiting at the top.

SLA at risk

Clocks due within four hours or already breached, soonest first, so breaches lead the list.

Due today

Everything with a running deadline before the end of my working day - in my own time zone.

My replies

Drafts waiting for approval, replies sent back with a note, and anything that bounced or failed to send.

Notes that stay inside

Internal notes and ticket history live beside the conversation - but in a separate store the customer path cannot reach.

In detail

Details that matter on a busy day

Numbers customers can use

A ticket number is something a customer reads out on the phone, so it is short, prefixed and sequential.

  • Your prefix and starting number - continue from your old system's last number so references never collide.
  • Replies are matched by an unguessable token, never by the number alone.
  • Agents can paste a ticket number anywhere to jump straight to it.

Merges that never cross a line

Duplicates happen. Combining two companies' conversations must not.

  • Merging moves the conversation onto one ticket and keeps the other as a pointer.
  • A merge across customer organisations is refused.
  • Nothing is deleted by a merge; history and notes are kept on both sides.
  • Hard deletion exists for data requests, and asks for an authenticator code first.

Related features

Email Ticketing

Connect Gmail, Microsoft 365 or any IMAP mailbox - or use an address we host.

Routing & Assignment

Rules send each new ticket to the right team or agent, round-robin included.

SLA Management

Response and resolution targets on real business hours, with escalation that fires once.

Canned Responses

Saved replies with placeholders and attachments, suggested by ticket category.

Customer Portal

Customers sign in to see and reply to their own requests - never your internal notes.

SupaDesk vs a Shared Gmail Inbox

When a shared mailbox or Google Group stops being enough, and what changes.
Frequently asked

Questions people ask before they start

A shared inbox lets several people read the same mailbox. A ticketing system gives each conversation an owner, a status, a deadline and a history, so nothing depends on somebody remembering to reply. SupaDesk is a ticketing system that still feels like email to the agents using it.

Yes, in the subject line - for example ACME-10042 - so it can be quoted back on the phone. Replies thread on a separate random token, not on the number, so a customer cannot reach somebody else's ticket by changing a digit.

Each ticket has one assigned agent, shown in every view, and replies are drafts until they are sent, so the owner is never in doubt. Watchers and collaborators can follow a ticket and add internal notes without taking it over.

Agents can merge the tickets. A merge never deletes anything and never crosses customer organisations, so two companies' conversations can never be combined by mistake.

Give support@ an owner for every message.

Start free for 14 days. No credit card and no setup fee - connect a mailbox and answer your first ticket the same afternoon.

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Questions first? Email sales@supadesk.in or call +91 8585953085.