Features / Support
Shared inbox
Every conversation, one queue
One place for everything customers send you, whichever way they sent it. Assign it, tag it, snooze it, and see what everyone else is doing without talking over each other.
Inbox
- Your inbox5
- Mentions2
- Unassigned8
- All91
Teams
- Support
- Engineering
- Billing
Shared views
- Bugs with a replay6
- Breaching SLA2
- From Slack14
- AI handled, needs a look23
Maya Rivera2mCheckout throws a 500 when I have no plan…
Bug
Tomas Beck11mHow do I move a project between teams?
How-to handled
Priya Raman40mInvoice for March hasn't arrived
Billing
Dan Okafor1hCan we get SSO on the Growth plan?
Sales
Lena Fischer2hExport finishes but the file is empty
Bug handled
Checkout throws a 500 when I have no plan selected
CNV-4821 · Northwind · Halyard
Maya · 09:14
Checkout throws a 500 when I have no plan selected. It was working on Friday.
replay 0:18 · console · network · Chrome 141 · v2.4.1
Tore AI · 09:14
Thanks, we’re on it. I’ve reproduced this from your session and I’m looking at the checkout handler now.
investigation opened · api/checkout/route.ts
Internal note · Alex C. · not visible to the customer
Same cursor bug as TCK-482. Grouping these before we reply.
Alex · Engineer · 09:21
Confirmed, missing guard on priceId. Fix is in review, shipping in today’s release.
Your request · CNV-4821
- Reported
- Investigating
- Fix in review
- Shipped
- Assignee
- Alex C.
- Team
- Engineering
- Channel
- Widget
- Priority
- High
Customer
Maya Rivera
maya@northwind.example
- Company
- Northwind
- Product
- Halyard
- Customer since
- Mar 2025
- Satisfaction
- 4.8 / 5
Also reachable on
Recent conversations
Reported this bug
today
Voted on SSO
6 days ago
Read “Rolling your API key”
2 weeks ago
And a whole conversation, start to finish, the AI answering from your help center with a citation, the bug capture arriving with its evidence, the pattern being spotted and raised as a ticket, and the customer told when it shipped.
Export finishes but the CSV is empty
Priya R. · Beacon Data · Analytics
Hey, how do I export all my contacts? I need them as a spreadsheet for a board meeting tomorrow.Priya R. · 09:02What it does
- Assignment, ownership and internal notes that customers never see
- Saved views for the slices your team actually works
- Search across every conversation, contact and article at once
- Live updates, so two people never answer the same thing twice
Without it
What a support queue costs you before anyone answers it
The queue is in four places
Mail in a shared Google group, chat in a widget nobody owns, bugs in a spreadsheet, and the genuinely urgent one in somebody's DMs. Ask how many conversations are open right now and the honest answer is that nobody can tell you.
Two people answer the same person
You reply at 10:20. Your co-founder, who has the same mailbox open, replies at 10:35 and says something slightly different. The customer forwards you both and asks which one is right.
The handoff is a forwarded email
Someone goes on leave and their open threads become a forward with 'can you keep an eye on these'. Two of them had a promise attached. You find the promises later, in the complaint.
How it works
Everything lands in one queue
Email, the chat widget, bug reports and Slack all become the same object: a conversation, with a contact, a company, a product and the channel it came in on already attached. There is no second place to check.
What that includes
- the chat widget
- bug reports
- with a contact
- a company
- a product
It is sorted before a person opens it
Routing rules can assign a team, set priority and add a tag on arrival, and the response clocks start at the same moment. The filters you actually work by, unassigned, mine, breaching, open, snoozed, closed, are counted for you.
Ownership is enforced, not agreed
Assignment is fenced at the database, so a second person claiming a conversation is recorded as skipped rather than silently overwriting the first. Internal notes are stored with a different visibility from replies and are never sent to the customer.
Views you keep, and search across everything
Save a filtered view of the inbox, tickets, investigations or knowledge, and keep it private or share it with the team. Search covers eight kinds of record at once (conversations, tickets, contacts, companies, investigations, articles, ideas, changelog) and returns only the kinds your role is allowed to see.
What that includes
- Save a filtered view of the inbox
- tickets
- investigations or knowledge
The list moves while you are looking at it
New messages, assignments and status changes are pushed to every open inbox as they happen, so the queue in front of you is the queue, not a snapshot from when you loaded the page.
What it means for you
Nobody answers the same message twice.
Assignment is visible and enforced, and replies appear in everyone's list as they land. The awkward duplicate reply mostly stops happening on its own.
You can say what is open without a meeting
One number, from one place, that includes the bug someone reported through the widget and the email that arrived at 6am. Not four tabs and a guess.
Someone can take a week off
Their conversations are already assigned, tagged and visible to the rest of the team, with the internal notes attached. Cover is reassignment, not archaeology.
The honest limit: Tore does not show you who else is reading or typing in a conversation right now. You see the assignee and every reply as it lands, which prevents most collisions, but not the one where two people open the same unassigned thread in the same minute.
Also in Support