Give an agent their own mailbox
Mail addressed to one agent stays theirs: owners and admins see every mailbox, the rest of the team sees none of it.
Each agent can have an email address of their own. Mail sent to it arrives in the shared inbox like everything else, but only that agent sees it - along with owners and admins, who see every mailbox. Nobody else on the team knows it arrived.
Step by step (once per person)
- Create the address with your mail provider. A shared mailbox costs nothing on Microsoft 365: grant the agent Full Access and Send As under mailbox delegation. A licensed user mailbox works too, and so does any IMAP mailbox.
- Invite the person: Settings → Members → invite them with the role Agent (inbox only) unless they need more. The address they sign in with does not have to be their ticketing address.
- Connect the mailbox: Set up → Accounts → Email, type the mailbox address and connect it (see Microsoft 365 mailboxes or Gmail and IMAP mailboxes).
- Hand it over: on the account's row click Settings, and under Who receives this mailbox choose the agent. (Owners and admins only.)
From then on those conversations appear only to that agent and to owners and admins, and the counters, search, live updates and contact history all agree - nobody is told about mail they cannot open.
Fields and options
- Who receives this mailbox - Everyone in this workspace (the default for mailboxes an admin connects): everyone who works the inbox sees it. Or one member: Mail here goes to this agent's inbox. Other agents cannot see it; owners and admins still can.
Good to know
- A mailbox an agent connects with their own password (IMAP), or adds with Add my mailbox, starts out as theirs; an owner or admin can hand it back to the team in one click.
- An admin can still pass a single conversation to someone else, who can then read and answer it.
- Removing a member hands their mailbox and their open conversations back to the team, so nothing goes quiet because somebody left.