Inbox basics
An inbox is a queue inside one workspace. You might keep one Support inbox, or split mail into Support, Billing, Partnerships, and VIP based on the receiving address.
- Name and slug
- The name is what teammates see. The slug is generated from the name and shown as a stable shorthand.
- Default from name
- Replies use the inbox default from name together with the connected Resend sender address.
- Timezone
- Each inbox stores a timezone for scheduling and future workflow behavior.
Connect receiving addresses
- 01
Connect Resend first
The address form is disabled until the workspace has a connected Resend provider connection.
- 02
Use import for existing addresses
Import and discover finds receiving addresses from Resend mail and creates or connects inboxes automatically.
- 03
Add missing addresses manually
Enter a receiving address on an inbox row when the address has no older mail to discover, or when you want to route it to a specific inbox.
Routing rules
- ReTicketDesk checks the normalized
To,Cc, andBccrecipients from the Resend webhook. - The first connected receiving address that maps to one inbox wins.
- If a recipient address maps ambiguously to more than one inbox route, the message is ignored instead of guessed.
- Inbound messages with no matching connected address are ignored.
- Replies use the first Resend address on the ticket inbox, preferring the default sender address.
Thread matching
Inbound messages are appended to an existing ticket when message headers such as In-Reply-To or References match a known thread. Otherwise a new ticket is opened with the email subject.
When a customer replies to a Pending, Snoozed, or Closed ticket, the ticket is reopened and moved back into the active queue.
Deleting inboxes
Workspace managers can delete an inbox from Inboxes. Inboxes with tickets cannot be deleted, which protects existing conversation history from accidental removal.