--- title: "The Shared Inbox for All Customer Communication | ThriveDesk" canonical: "https://www.thrivedesk.com/shared-inbox/" author: ThriveDesk description: "One shared inbox where every customer email and chat lands, so your whole team can reply together — no more forwarding threads around or CC-ing to keep up." categories: [page] --- # One inbox for your whole team Bring email, live chat, and social messages into one shared inbox — so your team replies faster, together, and no customer conversation slips through the cracks. [Start free trial](https://app.thrivedesk.com/auth/register) 7-day free trial · No card required Trusted by 2,000+ growing teams 4.9 / 5.0 G2 reviews Why a Shared Inbox? ## Customer happiness, built on real team collaboration You want happier customers and a team that isn’t tripping over each other’s replies. A shared inbox gives you both — the email your team already knows, plus the automation and shared context a busy support desk runs on. One place for everything ## Organize every conversation in one place One inbox where every customer email and chat lands. No more forwarding threads around or CC-ing half the team to keep a reply moving. - Forward email from Gmail, Outlook, or anywhere to your Shared Inbox - Connect your Shopify or WooCommerce store - Stay in the loop with the mobile app - …or get notifications right inside Slack ![Organize every conversation in one place](https://www.thrivedesk.com/_astro/connect.BDBYqO0u_Zvz0l6.webp) Better together ## Work the same queue, together Your teammates handle the same queue side by side — assign a conversation, drop a private note, reuse a saved reply, and let automation take the repetitive work. - Assign conversations to teammates or groups - Help them understand with Private Notes - Organize conversations through Tags - Answer FAQs instantly with Saved Replies ![Work the same queue, together](https://www.thrivedesk.com/_astro/shared-collaboration.BaUQnBD8_Z2vcOyg.webp) Less busywork ## Keep email from piling up Spread the work across the team with automation instead of dumping it on whoever replies fastest — so your best people don’t burn out. - Automate actions to take care of repetitive tasks - Avoid Duplicate Responses to the same customer - Quickly @mention a teammate to loop them in - Track Performance Metrics from a simple dashboard ![Keep email from piling up](https://www.thrivedesk.com/_astro/automate.CwbkSyri_1T4mUF.webp) Conversation · ThriveDesk SM Sarah Mitchell Help with order #4821 2m Hi! Can you check the status of my recent order? On it — pulling up your details now. 👋 Reply to conversation… Custom Fields [New](https://www.thrivedesk.com/changelog/introducing-custom-fields-for-tickets/) ## Tailor your support, your way Custom Fields shape the ticket around how your team actually works — capture the exact context you need on every conversation, no code required. - Add text, number, dropdown, date, and checkbox fields — no code - Capture the right context the moment a ticket is created - Collect details up front with custom fields in the chat widget - Filter, route, and report on any field you create Loved by founders ![weDevs logo](https://www.thrivedesk.com/_astro/wedevs-logo-colored.CZ1zsiJa.svg) > “ ThriveDesk is really easy to use while being super effective. I can say without a doubt that ThriveDesk is the best live chat software for small businesses. ” ![Nizam Uddin](https://www.thrivedesk.com/_astro/nizam.B0IpOeXM.jpg)Nizam Uddin CEO, weDevs ![Brainstorm Force logo](https://www.thrivedesk.com/_astro/surecart-logo.CyVpCQv8.svg) > “ The ThriveDesk team truly exceeded expectations with their exceptional work on integrating SureCart. Their dedication resulted in a powerful integration that surpassed all our requirements. ” ![Sujay Pawar](https://www.thrivedesk.com/_astro/sujay-pawar.S_zk3sed.jpg)Sujay Pawar CEO, Brainstorm Force ![Themefisher logo](https://www.thrivedesk.com/_astro/themefisher-logo.iZiIHaeu.svg) > “ As our business and list of clients grew, user classification data became vital for us. We needed to serve our premium customers first to keep our business running. ” ![Mehedi Hasan](https://www.thrivedesk.com/_astro/mehedi.CxiVuND-.jpg)Mehedi Hasan CEO, Themefisher ![Themesgrove logo](https://www.thrivedesk.com/_astro/tg_logo.mI64JEaF.png) > “ At some point, we were paying top dollar yet not all our support requirements were being met. After some digging, we found ThriveDesk. ” Mohammad Zannatun Nime Support Executive, Themesgrove ![Sigmative logo](https://www.thrivedesk.com/_astro/sigmative-logo.DGIzEm09.svg) > “ I love ThriveDesk so much. It’s easy to use and user friendly — the best choice for anyone who wants to modernize a classic support system and get live chat built in. ” ![Selim Rana](https://www.thrivedesk.com/_astro/selim-rana.CQkT8t1-.jpg)Selim Rana Founder, Sigmative Muslims Day > “ The performance of ThriveDesk is very good, and it’s intuitive. I just tried the AI chatbot — add a few knowledge base articles and it’s answering mostly correctly. ” Abdullah Al H. CEO, Muslims Day Group emails ## sales@, support@, info@… Connect your group or department addresses to the ThriveDesk Inbox, then assign the right teammates to each one. Everyone works the shared address without stepping on each other. [Get started for free](https://app.thrivedesk.com/auth/register) ![Connect sales@, support@, and info@ group emails to the ThriveDesk Inbox](https://www.thrivedesk.com/_astro/shared-email-extensions.BYFxFCFL_1XxSKH.webp) Everything in the box ## Everything your team needs to solve issues, faster A unified inbox, automation, and reporting in one place — enough to keep a team of 5 or 50 on top of every conversation. ### Support every channel from one inbox Email, live chat, contact form, and API all land in a single unified inbox. Unified inbox Email Live chat Form API - Priya Nair Where is my refund? 2m - Tom Becker Is the blue one back in stock? 6m - James Carter Partnership inquiry 14m [More details](https://www.thrivedesk.com/changelog/introducing-block-rules-and-spam-protection/) ### A spam-free inbox Keep the noise out — unwanted senders are blocked automatically. - Priya Nair Where is my refund? - Order Bot Your order #4821 has shipped - WIN A $1000 GIFT CARD Claim your prize now!!! Spam - 1 spam message filtered [More details](https://www.thrivedesk.com/changelog/new-editor/) ### Powerful editor for ticketing A faster, cleaner writing experience with rich formatting and blocks. AI assist Hi Priya, good news — your order is out for delivery today. It should arrive by 6 PM. [More details](https://www.thrivedesk.com/changelog/introducing-schedule-reply/) ### Reply at the perfect time Write now and send later, in the recipient’s time zone. Tomorrow 9:00 AM Recipient’s time zone Schedule ### Answer faster with saved replies Answer common questions instantly with a slash command. / Type to insert a saved reply - /1 Order status update - /2 Refund policy - /3 Shipping times - /4 Cancel my plan ### Ticket statuses on autopilot Tickets move through Pending, Active, and Closed automatically. 1. Pending 2. Active 3. Closed [More details](https://www.thrivedesk.com/changelog/snooze-conversations/) ### Clear your inbox, miss nothing Tuck a ticket away and it returns exactly when you need it. Snooze until June 2026 SMTWTFS 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 Time 9:00 AM 12:00 PM 3:00 PM 6:00 PM [More details](https://www.thrivedesk.com/changelog/introducing-undo-send/) ### Catch mistakes before they send Take a reply back within seconds before it reaches the customer. Message sent Undo [More details](https://www.thrivedesk.com/changelog/introducing-split-conversations/) ### Cleaner, more focused threads Break a mixed thread into focused tickets with one click. Mixed thread Refund + new order… Refund #4102 New order #4990 ### Insight into every conversation See conversations received vs. closed and your busiest hours. M T W T F Received Closed ### Instant auto-replies Acknowledge every ticket the moment it’s submitted. 1. When New ticket is created 2. If Outside business hours 3. Then Send auto-reply email 4. Then Tag as “Awaiting agent” ### Measure customer happiness Track satisfaction across the team and per agent. 96% Happiness score · 1,204 ratings ### Resolve tickets in record time Power through repetitive tasks and resolve on the fly. R Reply A Assign N Note ⌘K Search ### Effortless record-keeping Send a copy of every outgoing message to an address you choose. To priya@acme.com Cc maya@thrivedesk.com Bcc archive@company.com Auto A copy is archived automatically ### Track team performance Conversations per teammate and average turnaround time. - Maya R. 1m 12s - Alex T. 2m 03s - Sam K. 3m 40s ### Full context for every reply Past conversations and customer context beside the live thread, so any agent can give the best response. Order #4821 — delivery Hi, my order #4821 still hasn’t arrived — can you check? Maya · Agent Hi Nikola! It shipped Tuesday and is out for delivery today 📦 Perfect, thank you! Nikola Tesla Wardenclyffe Labs Plan Pro · Annual Lifetime value $2,480 Location London, UK Last order #4821 · 2d ago VIP Returning 14 orders Past conversations - Refund for order #4102 Mar 2 - How do I change my plan? Feb 18 - Login issue on mobile Jan 30 ### Know every customer Every past interaction a customer has had with your company. Nikola Tesla Wardenclyffe Labs · 14 orders - Placed order #4821 2d ago - Started a live chat 5d ago - Left a 5★ review 1w ago - Emailed support 2w ago ### Support that drives revenue See how much revenue ThriveDesk influenced and spot trends. Influenced revenue $48k 18% Jan Jun Integrations ## Connect with your existing tech stack Plug ThriveDesk into the apps your team already runs on, and let automation take the repetitive tagging and routing off their plate. [Go to integrations](https://www.thrivedesk.com/integrations/) [Start free trial](https://app.thrivedesk.com/auth/register) ThriveDesk vs. email ## See how the ThriveDesk Shared Inbox compares to your email ### ThriveDesk Shared Inbox For growing teams that want happier customers and a support desk that holds up as the volume climbs. - Automated workflows that keep every customer conversation moving - One place for the whole team to handle email, chat, and more together - Simple reporting that shows how your support is actually doing ### Your regular email Built for one-to-one messaging between individuals — not for teams supporting customers at scale. - No automation — endless manual juggling and repetitive busywork - Built for one-to-one messaging between individuals, limited to a single channel - No analytics and no way to measure performance Who it’s for ## Built for teams like yours Choose the entry point that matches your team, then expand into the rest of ThriveDesk from the same shared inbox. Best for [Ecommerce](https://www.thrivedesk.com/industry/ecommerce/) Handle order questions, returns, and product inquiries. View use case Best for [SaaS](https://www.thrivedesk.com/industry/saas/) Manage support tickets, onboarding questions, and feature requests. View use case Best for [Digital Products](https://www.thrivedesk.com/industry/wordpress-products/) Answer course questions and handle membership support. View use case Best for [B2B](https://www.thrivedesk.com/industry/b2b/) Coordinate account and client communication across your whole team. View use case Mobile apps ## Keep answering when you’re away from your desk You'll find all the features you love from ThriveDesk's web app on the mobile app — so the queue keeps moving wherever you are. - View, reply, and forward messages - Add notes - @Mention colleagues - Create, edit, and tag conversations - Manage the assignee - Collision detection [Download on the **App Store**](https://apps.apple.com/mt/app/thrivedesk/id1612184462) [GET IT ON **Google Play**](https://play.google.com/store/apps/details?id=com.thrivedesk) 12:38 Beacon A ### Welcome, Alamin Ahammed My tickets 6 open A ahammedalamin2002 7dys ago Active Normal hey Ahammed. Note from discord -- TEST RA rakibhossain 2mths ago Active Medium people outside ThriveDesk won't know about the updated su… This is note @Alamin S Ahammed SUPPORT JN Jim Newaz 1yr ago Active Normal Test Subject This is test draft --Alamin Ahammed… SUPPORT EU Ekram Ullah 1yr ago Active Normal Another test email wow SUPPORT TN test null 1yr ago Active Normal testing the new editor sfsdf SUPPORT SM sarah.miller 5mths ago Active Medium Refund for duplicate charge Customer was billed twice in March SUPPORT DV dev.team 8mths ago Active Normal Webhook payload question Which events fire on ticket merge? TEST ## Frequently Asked Questions Everything you need to know about running your team’s support from one shared inbox. Still curious? [Talk to us](https://www.thrivedesk.com/contact/). ### Can this replace a separate support inbox? Yes. ThriveDesk is a full shared inbox — connect your support, sales, or info addresses and your whole team works from one place, no separate tool needed. ### Can multiple teams work in the same conversation system? Absolutely. Create separate inboxes per team or department, assign teammates to each, and collaborate with private notes, @mentions, and assignments. ### Do we get reporting on conversation performance? Yes — conversation, happiness, performance, and company reports show volume, resolution rate, turnaround time, and per-agent metrics. ### Can we automate repetitive messaging tasks? Build no-code automations and auto-responders to triage, tag, assign, and reply to recurring requests automatically. ### Do I have to pay per seat or per agent? No. Each plan has one flat monthly price, so adding a teammate doesn't change the bill. The pricing page shows what each plan includes. ### Can I add a live chat widget to my website? Yes. The ThriveDesk chat widget adds live chat and a help center to your site, and every chat lands in the same shared inbox. ### Does the inbox connect to email marketing and automations? It integrates with the marketing, analytics, and growth tools you already use — browse the integrations directory to connect your stack. ### Can I set response time goals for my team? Yes — track average turnaround time and team performance, and use automations to keep conversations moving within your targets. ### Can I search through past conversations? Every conversation is searchable, and full contact history sits beside each ticket so any agent has the context to reply well. ### Can I forward existing email threads into the shared inbox? Yes. Forward email from Gmail, Outlook, or anywhere into your Shared Inbox and keep the whole thread in one place. ### Do customers know they are talking to a shared inbox? No — replies go out from your own address. Customers get a seamless, personal experience even when a different agent responds. ### Are there notifications for new messages? Yes — get notified in the app, on mobile, or right inside Slack so nothing slips through the cracks.