Shared inbox for support teams
A support address in a normal mailbox breaks the moment two people open it. EspressoDesk turns your own IMAP/SMTP or OAuth mailbox into a shared inbox where every email becomes a ticket with an owner, a status and a full history.
Your own mailbox, not ours
Connect the address customers already write to — Google Workspace, Microsoft 365, Zimbra or any IMAP/SMTP host. Replies go out from your domain, so customers never see a third-party address. When you connect, you decide whether to import older mail or start from today.
No two agents answering the same ticket
Live presence shows who is viewing or typing on a ticket right now. Assignment can be manual or automatic through round-robin, so nothing sits unowned in the queue.
Thread continuity that survives replies
Every outbound message carries a reference tag, so customer replies land back on the original ticket instead of opening a duplicate. Internal notes stay internal; public replies go to the customer.
Work the queue, not one ticket at a time
Filter by status, assignee, priority and date range, save the filters you use daily as views, run bulk actions on a selection, and export to CSV whenever you need the numbers outside the app.
What you get
- Ticket assignment with round-robin routing
- Collision detection with live presence
- Public replies and internal notes on one thread
- Saved views, bulk actions and CSV export
- Agent signatures and canned responses
- Merge duplicate tickets, restore from trash
Questions
Do I have to change my support email address?
No. You connect the mailbox you already use over IMAP/SMTP or OAuth and replies keep going out from that address.
How fast does new mail appear?
The connected mailbox is polled automatically every 30 seconds, and you can trigger a manual sync at any time.