Manage all customer conversations through ThriveDesk’s Shared Inbox

A shared inbox is a common inbox to which all customer conversations, tickets, and queries are directed to. It lets multiple people in your organization access, read, and respond to customer queries in a seamless and integrated manner.

Why Shared Inbox?

Better organization

Better workflow management

Better collaboration

Better integration

Automation of redundant tasks

Easier performance-tracking

Credible reporting

Seamless customer experience

Organize, collaborate, automate, personalize, track, and make life easy with shared inbox.


“We moved from Zendesk to ThriveDesk and I would highly recommend ThriveDesk to everyone. It’s loading time is insane. Our customers are happy with our service and we can build a strong relationship with them.”

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Chief Executive Officer

Shared inbox helps you organize better and avoid confusion


Assign conversations to individual members or teams. You can create internal teams for specific tasks by adding individual members to it.

You can even opt for the ‘Default assignee’ mode which automatically routes conversations to the best people, so that you don’t miss out on any ticket due to manual error.


Collision Detection

In case of team assignments, it is common for two members from the same team to address the same ticket.

Thrivedesk’s built-in collision detection functionality makes sure that this does not happen. You can:

Streamline your processes by using workflow automation

Use smart rules to organize, automate, and monitor processes.

You never know when a customer ticket comes in. When it does, there is a lot of manual action invested from assignment to resolution. This is a repetitive and time-consuming activity and can be easily streamlined with Thrivedesk’s smart rules.

Smart rules help your startup:

Automate processes

Add tags, assign due dates, and schedule emails based on predetermined criteria.

If the team or individual member fails to respond to a defined Service Level Agreement (SLA), our system will escalate the ticket and issue a warning.

You can even automate emails to be sent to the customer depending on your SLA criteria.

Increase Productivity

If a customer’s ticket is not resolved within the minimum turnaround time (TAT), it will increase your average resolution time.

With Thrivedesk, you can automate your workflow to change the status or escalate a ticket in case it is not responded to within the minimum TAT. This will save your team from doing these time-consuming tasks manually and help them focus on more important activities.

Organize Tickets

When you receive a ticket, Thrivedesk’s Smart rules define the priority of the ticket and whom it should be assigned to based on the importance of the customer, and the type and complexity of the ticket. Critical tickets can be automatically assigned to the admin by creating the right rules and qualifiers for the ticket.

Navigate through Unwanted Clutter

If certain tickets are unresolved for a long time, you can set conditions such that these tickets will be categorized under a specified label. This will save you the time and effort of going through multiple tickets in the inbox to land on the unresolved ones.


We’ve been using ThriveDesk for all our SaaS and WordPress products and we are happy with the user experience and solutions provided by ThriveDesk. The customer support is excellent.

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TechNext Limited

Managing Director

Help your team collaborate better with shared inbox

No more forwarding, CC-ing or following up on emails

Used shared inbox to tag tasks, or chat with your team members about tickets, solutions or simply to exchange information.

With all the communication housed in one central place, you can free your team from long email threads, and disconnected notes.


Reduce the time spent on repetitive tasks with automation

Canned replies

Use pre-written responses and actions and eliminate time spent on redundant tasks.

Spam filtering

Remove clutter by automatically directing spam messages to a spam folder.


Set up automated acknowledgement emails or other auto-responders once a ticket is submitted.

Auto BCC

Automatically send a copy of all outgoing conversations to a specified email address to serve as a backup.

Default Status Update

Automatically update the status of tickets as ‘Pending’, ‘Active’, ‘Closed’ as soon as a team member opens it or makes any changes to it.

Make it easy for your team to deliver excellent custmer service

Private notes

Add notes on tickets through the shared inbox which is visible only internally. This is hugely helpful when a team member wants to collaborate with another on a task.

Members can also maintain pointers or notes regarding the progress of the ticket, which can come in handy in the future.

Reply Undo

Recall emails that you send out to clients within a pre-configured amount of time if you sent out an incorrect reply or reply by mistake.

Powerful Search

You can easily search for tickets using the ticket ID, customer’s name, or keywords in the content.

Keyboard Shortcuts

Perform repetitive tasks quickly and manage ticket resolution on the fly by using keyboard shortcuts.


Get real-time app notifications for every update, and email notifications if the customer support member is offline.


Have tickets reopen automatically at a specified time in the future (similar to the snooze feature in your phone’s alarm).

Make life easy with Thrivedesk

Incentivize your team to perform better through customer satisfaction ratings

The customer satisfaction survey is an automatic short survey that appears as soon as a ticket is closed. By making it extremely easy for your customer to give feedback, you are maximizing your chances of capturing feedback.

Track and record customer information for personalized and seamless customer experience

Contact history

Maintain and retrieve information about past transactions of any customer who has interacted with your company.

Conversation history

By tracking recent conversation history, you can ensure that your customer has a more personal and seamless experience even if the support agent is different each time.

Timely reports that help you stay on track every step of the way

Conversation Report

Understand your team’s bandwidth and the biggest issues faced by your customers. Learn key metrics like:

Company Report

Get insights on how much of your company’s sales revenue was influenced by Thrivedesk. You can also use the company report to gain useful insights on trends and problem areas to optimize your processes better.

Performance Report

The performance report shows you the number of conversations that were assigned to each team or team member, the average turnaround time per ticket,satisfaction ratings, and number of tickets closed.

Happiness report

You can view the overall happiness score of the service and also the individual happiness score of each member through the happiness report. The report also provides reasons for the ratings and reviews posted by customers.

WordPress Integration

Thrivedesk is the most versatile startup help desk plugin for WordPress. All you have to do is install and activate the plugin, answer a few questions in the startup wizard, and your help desk will be up and ready.

WordPress users get all the Shared Inbox functionalities mentioned above.


A webhook, also called a web callback or HTTP push API helps your app provide real-time information to other applications. WebHooks allow you to integrate with external applications or trigger an external workflow when specific events happen on the ThriveDesk platform.

For example,
webhooks can trigger a push notification when


At WPSmartPay we are using ThriveDesk as our primary support channel. Their Easy Digital Downloads integration for WordPress is the real integration we’ve been looking at.

Now, we never had to ask question to our customer about their purchase information. It all sync at the moment we receive email from them. Our support agents are way more productive than before.

We are really happy with ThriveDesk and wish them great success in their future endeavour.

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ThriveDesk’s advanced security keeps your customers’ information safe

Assign permissions from whether a member can create a new project to whether they can access a specific type of comment or issue

You can set permissions for members, teams, projects, or specific kinds of tickets