Lena Hoffmann via email, 14:37
Hi, the invoice for order 4471 still shows our old address in Kiel. Could you resend it with the Lübeck address and our VAT ID?
Answer from your own address.
Support email and every form, survey and funnel submission in one shared desk. Replies go out from your address, and the customer's answer threads back on its own.
Sample conversation. Add the saved reply or the article, send, then have the customer answer.
Replies thread back on their own.
Inbound mail arrives through Postmark. Connect your own Postmark server and replies go out from your domain. Every reply carries a signed reply-to address, so the customer's answer lands in the right conversation even when their mail client drops the usual headers.
The signature means nobody can steer mail into a thread by guessing its id.
Sample data.
Know which reply is late before the customer does.
Set first-response targets for all channels or only some, say email within an hour and forms within four. Every thread gets a due time, and the ones that slip are flagged.
Everything in the desk.
Response Desk is on the Scale plan at $149 a month, with the knowledge base and 3 inbound email addresses included.
| Channels | Email, forms, surveys, funnels, bookings, feedback boards, polls and bio pages, in one list |
|---|---|
| Statuses | Open, pending, snoozed, resolved and spam |
| Assignment and routing | Give every thread an owner, or let routing rules send VIP leads and urgent threads to the right person. Assignees are notified. |
| Internal notes | Talk next to the customer's message without it ever reaching them |
| Saved replies | The answers your team sends every day, one click away and editable before sending |
| Article suggestions | Three knowledge base articles matched to each thread, internal ones included for agents |
| SLAs | First-response targets per channel, with due times on every thread and breaches flagged |
| Reply branding | Your greeting, signature, sender name and footer, with the customer's last message quoted if you want it |
| Analytics | Volume, response time and resolution trends |
Every reply reads like it came from you.
Placeholders for greeting, signature and footer
{customer_name} {customer_email} {agent_name} {agent_first_name} {team_name} {ticket_number} {subject}
About Response Desk
What is Response Desk?
A Scale-tier unified inbox for triaging submissions and email conversations with assignment, macros, and routing.
Which plan includes Response Desk?
Response Desk is available on the Scale plan.
Stop forwarding support@ to five people.
Start free with the shared inbox, then turn on Response Desk with Scale.