Use casesFrom a shared inbox
Keep your support address. Add owners, history and numbers.
A shared inbox works until two people answer the same email, or nobody can say how fast you reply. Flatdesk keeps your support address: forward a copy to Flatdesk, and every email becomes a ticket with an owner, a status and a history. It costs $49 per agent per month, or $39 billed yearly.
What it does for this
Every email becomes a ticket
Forward your support address and each message lands in one queue, with views for mine, unassigned, open, pending and closed. Replies go out from your own address once you add a few DNS records, and thread back onto the same ticket.
Nobody answers twice
See when a teammate has the ticket open or is writing a reply, and get told when a new message lands while you're on it.
Talk it over privately
Internal notes stay off the customer's screen. Type @ and a name to email a teammate the note.
Find anything
Search every ticket by words in any message or note, the customer's name or email, a tag or the ticket number. Each ticket lists the customer's other tickets.
Targets and numbers
Set a first reply target like 4 business hours and see tickets count down in the inbox. Reports show volume, reply and close times, targets met and each agent's load.
Macros instead of retyping
Reply with one click, with the customer's name filled in. The AI notices answers your team keeps retyping and writes them up as macros.
Where it falls short
If you need these today, another help desk fits better.
- Flatdesk is its own app. Your team works in Flatdesk, not inside Gmail or Outlook.
- Email and website chat only. No phone or social channels.
- If one person answers a few emails a day, a shared inbox is still fine.
Questions
Do we have to change our support email address?
No. You forward a copy of your support address to Flatdesk. Keeping a copy in the old mailbox is fine and Flatdesk ignores duplicates. The setup screen has steps for Gmail, Google Workspace and Microsoft 365.
Can we try it without moving anything?
Yes. The trial has every feature and needs no card, and you can use test tickets instead of real data.
When is a shared inbox enough?
When one or two people handle a handful of emails a day and nobody needs to know who owns what or how fast you reply. Once two people can answer the same email, or you need numbers, move to a help desk.