Set up a ticket inbox

Create a ticket inbox to receive and send customer messages through a connected email or SMS provider. Each inbox can define who can access it and which department, assignees, and signature new tickets use.

Who this is for

Agency team members who manage ticket settings. Requires Manage Ticket Settings.

Before you begin

• Connect the provider in Settings, then Integrations before creating the inbox.
• For email, AgencyTitan supports Google Workspace and Mailgun.
• For SMS, AgencyTitan supports Twilio.
• Decide who should see the inbox and which defaults new tickets should receive.

Open Inboxes

1. Open Settings, then Tickets ( /settings/tickets (opens in new tab) ).

2. Find Inboxes at the top of General.

   

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The Client Portal inbox is a system inbox. It receives portal conversations and cannot be recreated as a normal connected inbox.

Create an inbox

1. Select New inbox.

2. Choose Channel:

   • Email for Google Workspace or Mailgun.
   • SMS for Twilio.
   • Phone (coming soon) is visible but cannot be created yet.

3. Choose Provider.

4. Choose a Connected account.

   If AgencyTitan shows No connected account for this provider, select Go to Integrations, connect the provider, then return to the form.

   

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5. Enter Display name.

6. Choose Visibility:

   • Everyone (tenant) allows everyone in the agency to access tickets in the inbox.
   • Restricted limits access according to the people and settings you choose.

7. Configure DEFAULTS FOR NEW TICKETS:

   • Default department
   • Default assignees
   • Default signature

8. Review the inbox switches:

   • Default inbox makes new tickets default to this inbox.
   • Active allows the inbox to accept new activity.
   • Allow inbound controls whether incoming messages create or update tickets.
   • Allow outbound controls whether team members can send from the inbox.
   • Require client match controls how unmatched senders are handled.
   • Create tickets from sent emails to clients can turn a new sent email to a known client into a ticket.

9. For Google Workspace, choose whether the inbox inherits or overrides agency Gmail sync settings.

10. Select Create inbox.

Require a client match

When Require client match is on, choose what happens when the sender does not match a client:

• Discard completely logs the decision without creating a blocked inbound item.
• Route to Blocked inbound keeps the message available for review and recovery.

Use the second option when your team needs to inspect unmatched messages before deciding what to do.

Expected result

• The inbox appears in Inboxes with its channel, address or number, visibility, and active state.
• Team members with access can select it in the Tickets sidebar.
• New tickets receive the configured department, assignees, and signature defaults.
• Inbound and outbound behavior follows the switches you selected.

Troubleshooting

Symptom	Likely cause	What to do
New inbox is missing	You lack Manage Ticket Settings	Ask a workspace owner to review your ticket settings permission
Create inbox stays disabled	Provider account, display name, address, or number is missing	Complete every required field and choose a connected account
No connected account is listed	Provider is not connected for this agency	Open Integrations and connect Google Workspace, Mailgun, or Twilio
Team member cannot see the inbox	Inbox visibility is restricted	Review visibility and the person’s access
Inbound messages are ignored	Allow inbound is off	Edit the inbox and turn on Allow inbound
Replies cannot be sent	Allow outbound is off or the provider connection lacks send access	Turn on outbound access and reconnect the provider if needed
SMS number is unavailable	Number is not on the connected Twilio account or its webhook belongs elsewhere	Choose an available Twilio number or correct its webhook configuration