Organizing

Assign threads to agents, set priority, and add tags. Tags are searchable from the thread list.

Bulk-select rows to update status or assignment in one action.

Watchers

Watch a thread to follow it without being its assignee. Add yourself or any teammate who can see the thread from the Watchers field in the thread details, or press W to watch or stop watching yourself. A thread can have several watchers, and you can remove anyone with the x on their name. Filter the thread list by Watching to see everything you follow.

Email notifications

The assignee and watchers get an email when:

• A customer replies
• A teammate replies to the customer
• A teammate adds an internal note

You aren't emailed about your own messages. Teammates also get an email when a thread is assigned to them.

Each email shows the newest message first, with the earlier conversation below it. Internal notes never appear in emails: a note email only says that a note was added, with a link to read it. If you add a new address to a reply, the earlier conversation is left out of that email.

When someone on Cc replies, the requester also gets a copy, unless they were already on that email. Copies to requesters count toward your plan's email limits.

Team notifications don't count toward your plan's email limits. Those limits only cover emails sent to customers and emails received.

Nobody is emailed about a thread that has no assignee or watchers. To alert someone about new threads, add a workflow that sends an email when a thread is created.

Activity

Use the Show activitybutton at the top of a thread to see changes to status, assignee, group, priority, tags, subject, requester, and watchers in the conversation. It's off by default, and your choice is remembered on this device. Only your team sees activity.