Shared inbox software for support teams.

Shared inbox software lets a team receive, assign and answer customer messages sent to a shared address such as support@ from one workspace, with ownership, internal notes and reporting on top of the mailbox. Gleap's shared inbox also brings in live chat and messaging apps, and Kai Support answers routine questions before a teammate picks up the rest.

Mostly. Both describe one queue that several people work from. In Gleap the project inbox is shared by everyone, each team can have its own inbox and email address, and views such as Unassigned, My inbox and Mentions show each teammate their part of the queue.

Every ticket has one assignee. Teams can assign new tickets automatically, and a teammate claims an unassigned ticket with Assign to me. Colleagues who have a ticket open show as avatars on the inbox row and above the composer, and you see when one of them is typing a reply.

Live chat on every plan; email, WhatsApp, Instagram, Facebook Messenger, Slack and Telegram from Team. Each conversation stays a ticket in its own channel, and the contact's recent conversations show in the ticket sidebar. See multichannel support and live chat. Small businesses add their phone line with Kai Voice from Team; see customer service software for small business.

Assign a ticket to a teammate or a team. A team routes its tickets manually, at random, to the teammate with the fewest active tickets or in circular order, optionally to online members only. Balanced and circular routing can stop at a ticket limit per member, and when nobody is available, assignment waits until someone is. Each team can also have its own operating hours and, on Pro, its own SLA.

Yes. Notes are written on the composer's Note tab and stay inside the ticket. Mentioning a teammate notifies them and lists the ticket in their Mentions view.

Yes. SLA policies are included from Pro. A reply-time SLA can come from the project, a team, a company or a single contact, and runs from the customer's latest message until a teammate replies. Breached tickets are flagged, the assignee is notified and a webhook can alert another system. Snooze a ticket until later today, a preset or a custom date; a customer reply brings it back.

Yes, they are called macros: reusable replies with variables and optional actions such as closing the ticket, adding a tag or changing the status. Macros can be shared with everyone or limited to certain teams and ticket types.

Response times (first response, reply time, time to first assignment and time to close), conversation ratings and the tickets open right now. Advanced reports on team performance per teammate with CSV export and on SLA compliance are included from Pro.

On every plan, Kai Support answers routine questions first and hands the rest to your team with a summary. From Team, it also investigates hard technical tickets, and Kai Copilot proposes replies inside the ticket and sends them once a teammate says yes. For the full picture, see the AI help desk.

Starter includes one seat. Team, Pro and Enterprise include unlimited seats and projects, so support, product and engineering can all work in the inbox without per-seat fees. Starter is $29 per month billed annually ($35 monthly), and Team is $149 per month billed annually ($179 monthly). AI usage is billed separately. See pricing.

Yes. Forward your existing address to the inbox address Gleap gives you, set a default sender name and address, and verify your domain so replies go out from it. Gleap receives email through forwarding; it does not connect to a mailbox over IMAP. Each team also gets its own address, and emails sent there become tickets assigned to that team.

Yes. The data import brings over contacts and tickets with their messages from Intercom, HubSpot, Zendesk and Freshdesk, plus companies from Zendesk. Tickets can also come from a CSV file. Attachments come over from Intercom, Zendesk and Freshdesk, not from HubSpot.

Gleap's inbox is built for customer support of software products. The same workspace holds live chat in your app, bug reports that can carry a session replay, and feature requests. Kai Support answers first, and from Team, its investigations and Kai Code connect support to engineering. Compare Gleap vs Front and Gleap vs Help Scout.