A shared support inbox that keeps incoming work visible
Teams need a common view of requests before they can coordinate a response. MASAR Support Inboxes connect the customer entry point to a working queue, with ticket ownership and customer context available when an agent opens a request.
Route the entry point to a team
Connect a support widget to the active Support Inbox intended to receive its conversations. Use separate inboxes where your workspace needs distinct support responsibilities, within the limits of the selected plan.
See work that needs attention
Review active, urgent, and unassigned requests from the inbox view. Open the ticket to inspect the conversation, requester, and assignment rather than asking a colleague to reconstruct the context in a separate chat.
Coordinate inside the ticket
Ticket updates, new messages, assignments, and collaboration signals help teammates work from the same record. Viewing and typing indicators and the handling signal describe current activity; assignment still supplies explicit ownership.
Example: product and billing requests take different paths
A team configures a product support widget for one Support Inbox and a billing entry point for another. Agents review their incoming work, open the request, and assign the ticket to the colleague responsible for the next response.
Before you start
A Support Inbox is the operational queue in MASAR. Do not assume that creating one imports historical email or enables an external channel integration without completing its supported configuration.
Read the setup guide