Your customer emails, brought into Uptick: sorted, matched to the right client and property, and ready to reply without leaving the platform.

The Inbox is a shared, AI-assisted place for your team to handle customer email inside Uptick. Email arrives as tickets, the AI sorts and matches each one, and anyone with access can pick it up, reply, and see it through, so nothing falls through the cracks.

Three things, working together:

A message arrives from a client. Uptick turns it into a ticket, files it into the right folder, links it to that client and their property, and assigns it to the right person, before anyone's touched it. Your team opens it, checks the reply Uptick has started, and sends. The conversation stays in one place, next to everything else you know about that client.

Once you're set up, the Inbox settles into a simple rhythm: see what's come in, open it, action it, and keep track of what's yours.

The Inbox has three panels. If you've used Outlook or Gmail, it'll feel familiar:

The Inbox opens on Assigned to me, so you land on your own work rather than everyone's mail. If you run more than one inbox, it reopens on the one you had open last. Your counts and ticket list update on their own as email arrives and as your team works, so you don't need to reload the page.

New tickets arrive unread and stand out in the list, just like a new email in Outlook or Gmail, so you can see at a glance what you haven't dealt with. Opening one marks it read. Use the envelope button to mark it unread again and bring it back later.

You can narrow the list by Status (Open, Awaiting reply, On hold, or Closed; closed tickets are hidden by default), or filter it by keyword. To look across every inbox at once, use Search.

Click a ticket to open the full conversation on the right. Messages run in order: emails you've received on the left, your replies on the right. The details panel shows the ticket's reference number (Ticket #) at the top.

The details panel is what makes a ticket more than an email. Uptick links it to the right records in your account, so everything sits in one place:

When a ticket arrives, Uptick tries to match it to the right client or property in your account, and shows the result in the ticket details:

For best results, keep your clients' and properties' names and contact email addresses accurate in Uptick, and if a client emails from more than one address, add those addresses to their record.

Everything you'd do with an email, you do from the ticket, including starting a brand-new one.

Assign it. Assign a ticket to a team member from the details panel. It then shows up under their Assigned to me (see below). Only people who have access to the inbox can be picked, so a ticket can't land with someone who wouldn't be able to open it.

Reply.

Your reply goes out as a normal email and is saved in the conversation automatically. Your customer receives it as an ordinary email from your Uptick inbox address, with RE: in front of the subject, so the conversation stays intact in their own inbox and they reply as they normally would.

The reply box has the formatting you'd expect: bold and italics, lists, links, font size, text colour, and highlighting. What you type is saved on your own device as you go, so clicking away to another ticket and coming back doesn't lose it, and you can have part-written replies sitting on several tickets at once. There's also a tidy-up button that cleans up spelling, punctuation, and grammar without changing what you meant, and it highlights the change so you can check it before you send.

Use the Actions button. The lightning-bolt button in the reply box opens Actions, the shortcuts you'd otherwise go hunting for: create a task, raise a sales quote, or insert a saved snippet. When Uptick thinks one of them is the obvious next step for this email, it's marked as suggested and moved to the top of the list, so the right action is usually the first one you see.

Drop in a saved snippet. If your team sends the same answer over and over, save it once and reuse it. Open Actions in the reply box, choose Insert snippet, search for the one you want, and it drops in at your cursor, formatting and all. Snippets are shared across your team and are set up in Control Panel > Inboxes, under Global configuration.

Set a status. Use the status dropdown at the top of the ticket to move it between Open (needs attention), Awaiting reply (you've replied and are waiting to hear back), On hold (parked for now), and Closed (done). You can also set Awaiting reply or On hold at the moment you send a reply.

Add an internal note. Need to leave a note for the team rather than email the customer? At the top of the reply box, switch from Email to Note, write your note, and click Add note. Notes are only visible to your team, never sent to the customer, and they sit in the ticket's history alongside the emails.

Mention a teammate. In an internal note, type @ and pick a teammate to bring the ticket to their attention. The ticket then appears in their Mentions list, a tab in the left panel below Assigned to me, and stays there until the ticket is closed. You can only mention people who have access to the inbox; anyone without access is shown but can’t be selected, and is marked “Does not have permission to view this inbox”. A mention doesn’t send an email or push notification, so your teammate sees it the next time they open their Mentions list.

Move it to a folder. Use the folder dropdown in the details panel, or drag the ticket from the list onto any folder in the left panel.

Flag it urgent. Hover over a ticket in the list and click the flag, or use the flag at the top of an open ticket. It turns red for the whole team. Click it again to clear it. You can filter for urgent tickets in Search.

Mark it junk. If an email isn't something your team needs, mark it junk. It moves to the Junk folder and is closed, so it's out of your list. Nothing is deleted. Open Junk any time to see what's been caught, and click Not junk on anything caught by mistake, which reopens the ticket and puts it back.

Compose a new email. You don't have to wait for someone to email you first. To start a fresh email, the same as hitting New in Outlook or Compose in Gmail, click New email at the top of the left panel, add your recipients, type a Subject, write your message, and send. It becomes a ticket like any other. If an email can't be sent, Uptick shows a clear warning in the ticket so you know to try again.

Forward an email. Need to pass a message on to someone else, like a subcontractor or a colleague? Open the message, click Forward, add the recipients, and send. The original attachments go with it, so there's nothing to download and re-attach, and the forward is kept on the ticket so the whole history stays in one place.

Download an email. Need a copy outside Uptick, for a claim or your own records? Open the message and click Download to save it as an email file (a .eml) you can open in Outlook. This works on emails you've received, not on ones sent from Uptick.

Any filter you use often can be saved as a favourite and reapplied in one click. Say you want to keep an eye on emails from a particular client: filter by that client in Search, save it as a favourite, and it's ready whenever you need it. You can keep a favourite in either place, or both:

Save a favourite

Add it to your dashboard

Click Search in the left panel to look across every inbox you have access to, not just the folder you're in. It's like search in Outlook or Gmail, but across all your inboxes at once, and it's the place to work through a batch of tickets together.

Search looks at the subject, the sender's email address, and the text inside the email. Part of a word is enough, so "broken lif" still finds "broken lift", and typing a ticket number takes you straight to that ticket. Narrow the results with filters: Status, Urgent, Junk, Assigned to, Mentioned, Client, Property, Supplier, Inbox, and Folder (pick one or more of each), plus Created and last activity date ranges.

When an email arrives, Uptick runs it through three quick checks before it reaches your team: it works out whether it's junk, sorts it into the right folder, then works out who to assign it to. You stay in control the whole time. You can move, re-file, reassign, or override anything it does, and it never deletes a thing.

Uptick moves obvious junk straight to the Junk folder and closes it, so it stays out of your list. Nothing is deleted: junk still becomes a ticket you can open, and the Junk folder shows closed tickets so you can review what's been caught. Click Not junk on anything caught by mistake and it reopens. To change what counts as junk, go to Control Panel > Inboxes > Automations, click Edit junk prompt, and describe in plain English the kinds of email you don't want to see.

You set up folders in Control Panel > Inboxes. Each folder needs a name and a description, and the description is what the AI reads to sort emails, so it's worth getting right.

Uptick reads each email and compares it against your folder descriptions, then moves the ticket to the closest match if it's confident enough. If it isn't sure, the ticket stays in Unclassified rather than being filed in the wrong place.

Unclassified is your safety net: anything the AI couldn't confidently sort waits there for your team. And if it ever files something in the wrong folder, it's not lost. It only moves tickets between folders, so you'll find it in Search and can drag it to the right folder in seconds.

This is the most important thing you can do to make sorting work well. Think of a folder description as instructions for a capable but very literal assistant: the clearer the instructions, the better the sorting.

A good description:

Uptick can assign each new ticket to the right person automatically. Go to Control Panel > Inboxes > Automations, click Edit assignment prompt, and write your rules in plain English. For example: "Billing or invoice queries go to Jordan. Maintenance requests for a known property go to that property's account manager. If no one is a clear match, leave the ticket unassigned." Prefer to assign tickets yourself? You don't need to set this up.

While you're viewing a ticket, Uptick may suggest a next step: creating a task when the email looks like a service request, or starting a quote request when someone's asking for a price. The details are filled in from the email, so your team just reviews and confirms.

Quote approvals. When a customer emails back to approve a quote you've sent, Uptick matches the email to that quote and offers to mark it approved, right there on the ticket. Check it's the right quote, then approve it in one click instead of going to find it. This works for sales quotes and defect quotes, and you can dismiss the card if the email isn't really an approval.

Supplier invoices. When a supplier invoice arrives as a PDF and Uptick can match it to one of your purchase orders, it reads the invoice and drafts the bill for you. Open the draft, check the figures against the purchase order, and confirm it. Nothing reaches your accounts until you do. Once you confirm, the email's attachments are saved onto the purchase order so the paperwork lands in the right place, and the card clears itself once the bill has been processed.

Setup is a one-time job, and you don't have to do all of it at once. The fastest way to get value is to start simple, then expand.

During the beta, Uptick switches the Inbox on for your account and makes it visible to the people you choose. Just tell us who needs to see it, and we'll set it up.

Once the Inbox is on, you get a unique Uptick email address that looks like this:

[mailbox]@[yourcompany].mail.onuptick.com

You'll find your exact address in Control Panel > Inboxes. You don't need to type it out, just copy it from there. This is the address your existing email will redirect to (Step 3).

This step happens in your current email system (Outlook, Gmail, or whatever you use), not in Uptick. You set it up so a copy of your incoming email is delivered to your Uptick inbox address.

Redirecting doesn't change your email address or how customers reach you. They keep emailing you exactly as they do now. You're adding Uptick as a destination for your incoming mail; your existing mailbox keeps working.
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The full step-by-step is in its own guide: Uptick Inbox: sending your email into Uptick. It covers Microsoft 365 and Exchange Online, Outlook on its own, and Gmail or Google Workspace, with the exact clicks for each and how to test it worked. Open the one section that matches your email system.

Two things are worth knowing before you hand it over. Set up a copy, not a forward — a forward changes the invisible security checks email systems use to spot fakes, so forwarded mail either bounces or arrives split into separate conversations. And on all three of the setups in that guide, mail keeps arriving in your existing mailbox as well, so nothing moves out of where it is today.

Set who can use the inbox in Control Panel > Inboxes. If your business has more than one branch, you can also restrict each inbox to the right branch, though we'd suggest bringing in one branch first and adding the rest once you're comfortable.

Uptick has three signatures, and they work together:

To make every reply close with the sender's own role or team, not just a generic company sign-off, the company signature can pull in details about whoever sent it. The company signature editor lists the variables you can use, including the sender's name, their email, their mobile number, and their personal signature. Use the personal-signature variable, and each reply automatically carries that person's own details, even though everyone shares one company signature.

Your inbox comes with a starter set of folders, so you're not beginning from scratch. Have a look, keep the ones that fit, and adjust the descriptions to match how you work. See "How the AI helps you" above for how to write folder descriptions the AI can follow, and the starter folders you'll find.