Setting up your workspace

Go to Settings → Teams and add one team per group that handles its own queue. A “Support” team and an “IT” team is a common starting point, but a team can be anything: Sales, Billing, a specific product line.

Every team gets its own working email address the instant you turn on email-to-ticket for it, with no DNS or setup required. You can rename a team, change who's on it, or delete it any time from the same page.

From Settings → Users, add each person by email. They sign in with a one-time code sent to that address (or a password, if they set one later), no invite link to chase down. Assign them to one or more teams from Settings → Teams.

An owner can widen or narrow anyone's ticket visibility (their own tickets only, their team's, or the whole workspace) from that same Users page.

Every team's auto-generated address already works the moment it's on. Forward mail to it and watch tickets appear. Want customers to keep emailing the address they already know, like [email protected]? See the connecting your own email address guide. It's an optional next step, not a requirement to get started.

Each team can have a default resolution window in Settings → Teams. Every new ticket for that team gets a due date filled in automatically the moment it's created, so nothing quietly slips.

Once a ticket or two comes in, take a look at the working the ticket queue guide for how statuses, priorities, and the board view fit together.