Setting up multiple Mailboxes
Multiple mailboxes help your team manage all your shared email addresses (for example,
email@example.com, firstname.lastname@example.org, etc). Instead of hopping around from inbox to inbox outside of Help Scout, you can house all of your emails from a single Help Scout account.
Why do you need multiple Mailboxes?
Creating mailboxes for departments, products, or brands
Multiple Mailboxes help your team manage multiple departments, products, or brands under one roof. Our Standard plan includes 5 Mailboxes, and our Plus plan includes unlimited Mailboxes, so you can create as many shared Mailboxes as you need to. Create new Mailboxes in the Manage menu under Mailbox, then select New Mailbox:
Creating a new Mailbox
When is it time to create a new Mailbox?
Create a Mailbox for each shared email address your team works out of. Examples might include a help@ address, bugs@, or press@, depending on the nature of your team’s support.
You should not create Mailboxes for your individual team members
(more on that here).
When should I create a new Mailbox vs. adding an alias to my existing Mailbox?
Mailboxes work better than aliases in cases where it’s important that the reply comes from a specific email address. You can
forward multiple aliases
into a Help Scout Mailbox, but the reply will always come from the designated Mailbox address.
Good use cases for using an alias instead would be addresses like info@, contact@, or marketing addresses where it won’t be confusing if the reply to the customer comes from a different email address.
Helping customers from individual, personal email addresses
Help Scout is not meant to completely replace your email client, and we don’t recommend creating a personal Mailbox for yourself or your teammates.
- You need to work exclusively from Help Scout
- Email notifications and @mention notifications won’t work
- You cannot email from one Help Scout Mailbox to another
- You cannot CC or BCC multiple Help Scout Mailboxes at once
- Since administrators have access to all Mailboxes, there’s no way to keep Mailboxes completely private
If that’s your current workflow, no worries! You can still benefit from Help Scout’s awesome tracking, reporting, and collaboration features without completely abandoning your current support process. We recommend a couple of tweaks depending on how your team works:
My team works exclusively out of independent email
You'll still need to create a shared address for Help Scout (there's no way around that), but you can set up aliases for your team members to make sure their login addresses for Help Scout don't match the forwarded address. Then, forward the aliases into the shared Mailbox:
Forward email aliases to one mailbox
Since your team will all be working out of the same Mailbox, they won't need to CC or BCC other team members in order to loop them in. Instead, they can assign conversations or use @mentions to ping another team member:
Using @mentions in notes.
When a team member is @mentioned, they get a notification in app via the notification station, or via browser or mobile if they wish: Managing Help Scout notifications
If you want things to look nice and personal, you can change the
Name in the Mailbox Settings (Gear > Edit Mailbox
) to User Name. That's how we have it set up in Help Scout! That's why it looks like the email is coming from Mo in your inbox, but the email address is email@example.com.
If you go this route, your team will want to work exclusively within the Help Scout UI.
My team handles some emails from a shared email address (like contact@ or help@) but mostly handles customer emails from a personal address:
As long as your team members' Help Scout logins match their email addresses, your team members can take advantage of our email integration to tackle emails from their personal address and Help Scout emails simultaneously. Check out these two articles to see how that works:
Your team will get email notifications any time conversations land in their Help Scout shared Mailbox from the comfort of their inbox and can reply from there. They can also manually forward in any emails that land at their personal addresses that they would rather handle and track in support.
If you go this route, your team will likely want to work mostly within their own email inbox.
My team mostly works from a shared email inbox, but handles a few emails from a personal address
This is an ideal use case for Help Scout and puts you in a great position to take advantage of our email integration.
Create your Mailbox for the shared email address your team mostly works out of, and make sure your team members' login addresses are their personal work emails. If a customer emails a support question to one of their personal work addresses, they can
forward that one-off email into Help Scout
and manage in Help Scout. You can use the email command @assign
to make sure it’s assigned appropriately when it lands in Help Scout. We’ll recognize the Help Scout team member’s address and direct the reply to the customer.
If you still want things to look nice and personal, change the
Name in the Mailbox Settings(Gear > Edit Mailbox
) to User Name. The reply will look like it’s coming from your team member’s name instead of the Mailbox address.
When you leverage our email integration to reply to customer emails that land in your personal address, nothing slips through the cracks. Every email is tracked, tagged, and reported on in Help Scout.