Is live chat in a different inbox?

No. A widget conversation is a numbered ticket in the same shared inbox as email.

Can two agents work the same ticket?

Yes. Assignment, notes, and the thread are on the ticket. If an agent has it open, the assistant does not reply.

Do you have saved views?

Filters and chips cover the queue. There is no separate Views app.

Is Slack in the shared inbox?

On Growth and Scale, several Slack channels become tickets in this list. Not on Starter.

The inbox reference is /docs/inbox. Setup is /docs/how-to.

Features

A shared inbox where every message is a numbered ticket

Shared inbox software on Xupport is the queue: one list for live chat, email, and the public form. Slack joins that list on Growth and Scale. There is no second “chat only” product.

Last updated 2026-10-09.

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Xupport shared inbox filtered to tickets with numbers, channels, and SLA chips. — The inbox your team works. Widget, email, form, and Slack (Growth and Scale) land here.

What a shared inbox is here

A shared inbox is a team queue. On Xupport that queue is tickets. Each row has a number, a status, an assignee, tags, snooze, and merge. Search matches ticket number, subject, and message body. Filters cover status, channel, priority, assignee, tag, snoozed, and SLA breached.

Open tickets sit at the top. Snoozed tickets stay off the default list until the time you set, or until the customer writes again. Keyboard shortcuts: / search, j and k move, Enter opens, r replies.

Shared inbox for customer support, not a personal mailbox

A shared inbox for customer support needs assignment, internal notes, and a customer-visible thread. Public replies go to the visitor. Internal notes never leave the workspace. Files attach on the ticket. Insert a help article or ask Copilot for a draft — nothing sends until you send it.

Team inbox and SLA on the same ticket

SLA due versus breached sits on the ticket and on the metrics heat map. CSAT is a 1–5 prompt after you resolve a widget conversation. Metrics: volume, median first reply, CSAT, SLA heat for every day in a window up to 90 days, CSV export. Merged tickets are left out of those counts.

What it costs

The shared inbox is on every plan. Starter is US$49/mo for 3 seats. Growth is US$129/mo for 10 seats and Slack. Scale is US$399/mo. You pay per workspace, not per seat.

Questions

Common questions

Is live chat in a different inbox?: No. A widget conversation is a numbered ticket in the same shared inbox as email.
Can two agents work the same ticket?: Yes. Assignment, notes, and the thread are on the ticket. If an agent has it open, the assistant does not reply.
Do you have saved views?: Filters and chips cover the queue. There is no separate Views app.
Is Slack in the shared inbox?: On Growth and Scale, several Slack channels become tickets in this list. Not on Starter.
Can I merge duplicates?: Yes. Merge is on the ticket.
Where are the docs?: The inbox reference is /docs/inbox. Setup is /docs/how-to.

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Inbox, live chat widget, help center, and form. Public channels pause after five days until the owner subscribes.