Magpie gives each customer email one owner, and shows who is already replying. Every reply goes from support@, and you plan who covers the inbox each day.

Yes. Customers keep writing to it. You can forward it to a Helpdesk inbox at your email provider. You can also move your domain's email to Magpie, then connect support@ to the inbox. Either way, each new email starts a conversation, and later emails in its thread join it.

From support@, once its mailbox is connected to the inbox. Each reply goes in the customer's own thread, under the inbox's name. A copy is kept in the mailbox's Sent folder. Until you connect a mailbox, replies go from the inbox's Magpie address.

Each conversation shows its assignee in the list. While one agent has it open, everyone else who opens it sees their name. They also see when that agent starts replying. If a colleague replies while you are writing, a line under your box says so. An agent's first response to a conversation nobody has taken assigns it to them.

Yes. Mine lists the open and waiting conversations assigned to you, with their count. Unassigned lists those nobody has taken. The Dashboard lists yours whose customer wrote last. You will also get an email when one of your customers writes.

Yes. You tick conversations in the list, then assign, tag or close them together. You can also mark them as spam or move them to Trash. Undo puts the change back. Search finds one by its number, subject, customer or the words in its messages.

Yes, once you turn on the inbox's acknowledgement. It goes back as soon as their message arrives, with a link to their conversation. You can write its text yourself, such as your opening hours. It is sent at most once a day to each customer. It skips automatic messages, so two help desks do not answer each other.

Yes. Saved replies hold the team's usual answers. An agent picks one in the reply box, with the customer's name filled in. You can add many at once as one JSON document. An assistant you use can write it from your answers, with the prompt Magpie gives you.

Yes. A note is added to the conversation between the messages, and only the team sees it. The customer's page never shows notes, tags or who has the conversation. What an agent types is kept as their own draft until they send it.

Ordinary emails from your support address, in one thread. Each ends with a link to view or reply online. Their conversation page shows your replies and their messages. Each reply shows the inbox's name and the agent's name, never the agent's email address. They can answer on that page, and the answer arrives as their email would.

Yes. Each inbox can have a contact page with a short form. You link to it from your website. It asks for a name, an email address and a message, with up to 5 files. Sending it will start a conversation, and the customer will get an email linking to it.

Yes. They write to your support address as they do now. Writing from the contact page makes a Magpie account for the customer's address, with no password. They can open their conversation with it later. Someone who wrote by email gets one when they open its link.

Yes. You choose the new assignee on the conversation, and Magpie will email them. Your note can tell them what has happened so far, and only the team sees it. The conversation will then appear in their Mine.

Setting an agent on leave will send their open and waiting conversations back to Unassigned. Each one will show who it came from. The same happens when someone leaves the team. While on leave, they take no member place.

Their reply will join the same conversation and make it Open again. The agent who has it will get an email. A new email with a new subject starts a new conversation, which lists their earlier ones.

Yes. The Team plan has up to 5 inboxes. Each has its own address, signature, acknowledgement and contact page. The list shows every inbox together, or one at a time. A mailbox connects to one inbox, so billing@ replies come from billing@.

Mark as spam moves a conversation to Spam. Later messages from the same address will go straight to Spam. Not spam brings one back and stops that. Spam is deleted after 30 days.

Yes. Files arrive with their message, and each inbox keeps up to 5 GB of them. Pictures that load from other websites stay hidden until you choose Show images. Loading them would tell the sender the email was opened.

Yes. Screen Recorder records your screen, a window or a tab, with your voice and camera. You can cut out a mistake, then paste the link into your reply. The customer signs in to Magpie to watch it. Analytics lists who watched and how far each got.

An agent writes the bug up as an issue, with the customer's screenshot pasted in. They send it to Triage. The product team accepts it, cancels it or marks it a duplicate of an existing issue. Whoever wrote it up is subscribed to it. They will get a notification each time a developer changes it or comments.

Yes. Staff Scheduling plans the week's shifts, such as Early, Late and Weekend, for each agent. A Saturday shift can repeat every week or every two weeks. Auto-fill proposes people for open shifts, looking at how weekend and late shifts are spread. Publishing the week will show each agent their own shifts.

Yes. From a published shift, an agent asks a colleague to swap, or asks for cover. They ask for time off by the day or part of a day. Your settings decide which requests you approve. A blackout period, such as a sale week, marks time off requests for those dates.

Yes. Each conversation lists the customer's other conversations with your team, with their status. Add to Contacts saves them as a contact, which can hold your calls, notes and follow-ups.

Yes. Forms makes a short survey at its own address, with a Rating or a Scale question. You can put its link in the inbox's signature, under every reply. The responses download as one CSV file.

A support team fits the Team plan, one price for the whole team. It has 25 member places, 5 inboxes and mailboxes at your domain. Screen recordings follow each person's own plan. Prices are on the Pricing page.