--- title: "Customer support on email - OpenEmail" description: "One support address your team answers together, with labels, rules, saved replies and a record of what was said" url: "https://openemail.uk/use-cases/customer-support" --- The mail customers send # Answer your customers together, in one inbox One address on your own domain, worked by the people you grant it to. Rules label and answer mail as it arrives, and everybody reads the same thread. [Open mail](https://openemail.uk/mail/inbox) [Get Started](https://openemail.uk/signup.md)[All use cases](https://openemail.uk/use-cases.md) support@acme.com Subject has refund dana@northwind.co Refund for order 2214 Refunds omar@lumen.io Invoice looks wrong Billing mia@pinefield.dev Cannot log in on mobile Access Replied with Refund steps Where it starts ## What this looks like today. The queue is a forward Support mail arrives in one person's inbox, and the rest of the team is copied by hand. Two people answer the same message Nobody can tell who picked it up, so the customer hears back twice. The same answer, retyped Refunds, invoices and login trouble come round every week and get written out again. How it works ## Running in four steps. 1. 01 Add support@ on your domain Create the address in Settings, Addresses, on a domain you already own. 2. 02 Grant it to the people who answer Each person gets read, or read and send as it, and sees that address and nothing else. 3. 03 Write the rules once Label on arrival, answer with a published template, and try the rule over the last thirty days first. 4. 04 Work the inbox down to zero Threads open on a summary, one key clears them, and Analytics shows what still waits on you. What it runs on ## The parts doing the work. The parts of OpenEmail that carry it: who may read the address, what happens to a message on arrival, and what you can see afterwards. Share an address Hand billing@ to the person who does the billing. share with sarah@acme.com SA AL NI have access Scoped visibility One address means one address. Sarah support@ Alex billing@ Nina careers@ read, or read and send as it, with nothing else visible Roles & permissions levels A role says what somebody may do; an address grant says what they may do it to. Sarah support@ Alex billing@ Nina careers@ read, or read and send as it, with nothing else visible Labels Name a label, pick a colour, and filter the list down to it. Invoices Recruiting Newsletters Templates A body written once, versioned, and sent many times: from the composer, from your own code, or by an agent. Intro Invoice Follow-up Hi Sarah, good to meet you at Rules you write yourself Your own conditions, and what should happen to anything that matches them. deals@spammy.io blocked sender anyone@spammy.io blocked domain hr@recruit.co language filter ci@acme.dev your rule → archive Agents on the inbox Soon Triage, labelling, summaries and first-pass replies, done before you open the tab. /threads?query=invoice { "threads": 12 } Same mailbox, whether a person or a program is holding it. Analytics & graphs What your mailbox is actually doing, drawn rather than guessed at. 62 on Monday · 38 still waiting on you Thread notes Keep a private note attached to a thread. 18 messages → 1 summary Three people agreed the launch slips to the 14th. Ali owns the changelog; Sarah needs copy by Friday. Ask your inbox A chat that can act, not just answer. On every plan, Free included. What did Sarah decide about the launch? AnswerShe moved it to the 14th and owns the changelog. Included on every plan. In practice ## Every piece, walked through. Six shorter pages, each one a single job inside the support address, start to finish. Run a support inbox Your team works one support address together, with labels, rules and saved replies. Subject has refund dana@northwind.co Refunds omar@lumen.io Billing Answer mail automatically Match the mail you choose and answer it with a template, once per sender a day. To support@acme.com Subject has refund dana@northwind.co Refund policy dana@northwind.co Answered today Rules for arriving mail Say what happens to a message before anybody opens it. billing@northwind.co Invoice 2214 for August Invoices Archive 1 Subject has invoice 24 +1 2 From domain is pinefield.dev 61 +1 Take mail from strangers Publish an address and decide what reaches you, sender by sender and word by word. Senders Domains Muted words tara@lumen.io Delivered Hidden while you read Show See what your mail does Charts for what arrives, what you sent, what was opened and what was clicked. Opened 128 +6 Clicked 41 6 automated fetches Not counted Reach inbox zero Every thread opens with a summary, clears with one key, and can be handed to a rule. Inbox 2 left dana@northwind.co Archive events@lumen.io They want the invoice reissued. Questions ## Asked before signing up. Can several people work one address without forwarding? Yes. Add support@ once and grant each person read, or read and send as it. They work the same threads, and the grant covers that address alone. Will rules answer mail for us while we are away? Within limits. A rule answers matching mail with a template you published, once per sender each day. Run it over the last thirty days first and read what it would have done. Can I tell whether a customer read my reply? Not reliably. Analytics counts opens, clicks and downloads, but scanners and privacy proxies fetch the image on arrival. Those are left out, and no open recorded does not mean nobody read it. Nearby ## Other jobs for the same mailbox. Mail that belongs to a job sales@, jobs@ and billing@ get worked by several people at once, each with their own access. Nothing is forwarded, and nobody leaves with the address. AP Anna Petrova PDF JO Jonas Ortiz PDF Files 2 anna-petrova-cv.pdf 240 KB jonas-ortiz-cv.pdf 188 KB Put the whole company Addresses for people and for roles, all on one domain. Each has its own people, keeps the shared sign-off, and stays put when somebody leaves. DNS records Verified MX @ TXT @ ben@ acme.com BW anna@ acme.com AL Hand the inbox to software Give an agent an address of its own and a key scoped to what it may do. It reads, labels, drafts and sends, and every call it makes is logged. agent@yourco.com Member listThreads getThread searchMail sendEmail [All use cases](https://openemail.uk/use-cases.md)