When your inbox is created, Uptick sets up a starter set of folders like these to get you going. They work well for a lot of fire-protection businesses. Keep the ones that fit, adjust the wording to match how you work, and add or remove folders as you go.

Set up a redirect rule on the mailbox in Outlook or Microsoft 365. Your IT team, or whoever manages your email, can do this.

Set up a mail flow rule across your Microsoft 365 or Exchange tenant. This is one for your IT team, so forward them this section.

Your mail is delivered to your mailbox as normal and a blind copy goes to Uptick, so it keeps arriving in Outlook while it also flows into Uptick.

Set up a redirect in Gmail or Google Workspace. Your IT team, or whoever manages your email, can do this.

You control access through these permissions:

If your business has more than one branch (a separate office or location), set up a separate inbox for each branch email address, and restrict it so only that branch's staff can see it.

For example, a business with branch emails like [email protected] and [email protected] would set up two inboxes, each redirecting from its own branch address, and each restricted to that branch's team in Uptick.

If you want teams to have different levels of access across several inboxes, set up a separate security group for each inbox and choose its permissions independently.

For example:

To set this up, go to Control Panel > Security Groups, create a group named for the inbox it covers, choose its permissions, and add the right people. Then apply that group in Control Panel > Inboxes for the inbox it belongs to.

Each team member sets their own signature, which then flows into the company signature wherever the personal-signature variable is used.

Not in the same way, and that's on purpose. There's no long list of rules to build. Instead, there are three things you shape, all written in plain English: your folders (how email is sorted), auto-assignment (who each ticket goes to), and the spam filter. You'll find all three in Control Panel > Inboxes. Your inbox also arrives with a set of starter folders already written for you, so most teams begin by adjusting the wording rather than building anything from scratch. Start simple, then fine-tune as you learn what your inbox needs.

Yes. You can run several inboxes (for example, one for service and one for accounts), each with its own address and its own access list. If your business has more than one branch, you can restrict an inbox so only that branch's team can see it (see Step 4). We'd still suggest bringing in one mailbox first and adding the rest once it's settled.

Yes. Each Uptick inbox has a single address (find it in Control Panel > Inboxes). To bring several of your existing mailboxes into the one inbox, set up a redirect from each of them to that same Uptick address, the same one-way redirect described in Step 3.

For example, redirect both [email protected] and [email protected] to the same Uptick address, and emails from both arrive in the one inbox. When you're starting out, bring one mailbox in first and add the rest once it's working.

There's no one-click "restore folders" button yet, so it's worth noting your setup before you make big changes. Nothing is lost for good, though: the starter folders and their descriptions are listed under "Starter folders you can use" above, so you can re-add any of them by hand.

There isn't a block button yet. If mail keeps arriving that you never want to see, add the sender's address to your spam prompt (Control Panel > Inboxes > Automations > Edit spam prompt) so it goes straight to Spam, or block them in Outlook or Gmail before the email redirects across.

There are two common causes.

A forward was set up instead of a redirect. A forward changes the invisible security checks that email systems use to spot fakes, and Uptick's mail system rejects emails that fail them. Switching to a redirect keeps those checks intact and fixes the problem.

Your Microsoft 365 account is blocking external forwarding. If the bounce says "550 5.7.520 Access denied, your organization does not allow external forwarding", Microsoft 365 is refusing to forward mail to an outside address (like your Uptick address), which it blocks by default. There are two fixes: your Microsoft 365 admin can turn it on (in the Microsoft Defender portal, open the outbound anti-spam policy and set Automatic forwarding rules to "On - Forwarding is enabled"), or your IT team can use an Exchange mail flow rule with a Bcc action, which isn't subject to this block. Both are covered in the Outlook and Exchange Online sections of Step 3 above.

If you've confirmed it's a redirect (not a forward), external forwarding is allowed, and emails are still bouncing, send us the details so we can pin down the cause:

Send it to [email protected] and we'll get your redirect working.

By default, replies go out from your Uptick inbox address ([mailbox]@[yourcompany].mail.onuptick.com), showing the sender's name and your signature. When your customer replies, it comes straight back to your familiar address and reopens the same ticket, so nothing changes at their end. If you'd prefer replies to go out from your own domain instead, that's available as an add-on. Talk to your Uptick contact to set it up.

Two ways today. First, saved Favourites: save a filter (for example, tickets assigned to you, or from a particular client), then pin it to your left panel or add it as a tile on your Uptick dashboard, so what matters is always in front of you. Second, mentions: in an internal note, type @ and pick a teammate to send the ticket to their Mentions list. Email and pop-up notifications aren't available yet, but they're on the way. For now, Favourites and the Assigned to me view are the best way to stay on top of what's yours.

A few things can cause this:

A good way to see threading working properly: send a test email to your Uptick inbox, then reply back and forth from within the Inbox and watch it stay in one conversation.

Yes. When a ticket is matched, or you match it by hand, to a client or property, the correspondence is linked to that record, so it sits alongside everything else you know about them.

Not on its own. If you move a ticket to a different folder or reassign it, that fixes that ticket, but it doesn't retrain the AI by itself. The way you improve the AI is by editing the plain-English prompts: your folder descriptions, the assignment prompt, and the spam prompt. Think of it as briefing an assistant rather than training a machine: the clearer your instructions, the better it gets. (We do review corrections as we keep improving the AI behind the scenes.)

It depends mostly on your folder descriptions: a clear, specific description sorts well, a vague one drifts. It won't be perfect on day one, and that's normal. You improve it in two ways: fix any ticket by dragging it to the right folder (it's never lost, see "Sorting into folders" above), and sharpen your folder descriptions so the next ones land in the right place. Reviewing your Unclassified folder in the first few weeks is the quickest way to spot which descriptions need work.

The Inbox is powered by Claude, the AI built by Anthropic. Your inbox data stays within your own Uptick account, handled to the standards described in "How does Uptick treat my inbox data?" below.

It can help with documents you already hold. When a customer asks for something on file, like a compliance certificate or a copy of a report, the Inbox can find that document in Uptick, attach it, and draft the reply for you to check and send. What it can't do yet is generate a brand-new report on demand (for example, "send me a summary of all outstanding defects"). For now it works with documents that already exist, rather than creating new ones.

No. Prompts only apply to new emails as they arrive. Changing a folder description, or the assignment prompt, won't re-sort or reassign the tickets already in your inbox. It just improves how the next ones are handled.

Not yet. Saved reply templates, sometimes called snippets, are one of the most-requested additions, and they're being built. If your team relies on a set of standard responses today, that's worth knowing up front: for now, you write or paste those replies in yourself.

Close it. Set the ticket's status to Closed and it drops out of your list (closed tickets are hidden by default). There's no permanent delete, and that's deliberate: in a shared inbox it's too easy to lose something the rest of the team still needs. If you're clearing several at once, use Search, select the tickets, and close them together.

No. Assigning a ticket gives it an owner, but it stays in the shared inbox with its full history, so the whole team can still see it and pick it up if needed. It also appears in that person's Assigned to me view.

No, and no. The redirect sends a copy of incoming email into Uptick. Your original mailbox is untouched, nothing is moved or deleted, so it's low-risk to trial. There's one thing to know: the two mailboxes don't sync with each other. A reply sent from Outlook won't appear in Uptick, and a reply sent from Uptick won't appear in Outlook. So while you're trialling, pick one place to work from for that mailbox (the Uptick Inbox), or it can look like email has gone missing.

With the recommended setup (an Outlook redirect rule, or an Exchange Bcc rule), a copy of every email keeps arriving in your existing mailbox, so it stays a complete, live record you can fall back on. We recommend keeping it in place but having your team work entirely from the Uptick Inbox: once your redirect or Bcc is working, remove access for anyone who no longer needs the old mailbox, so replies don't go out from Outlook, which would sit outside Uptick and split the conversation.

Anyone with access to an inbox can see everything in it, so there's no private or restricted ticket within a shared inbox yet. If a mailbox handles genuinely confidential email, the safest approach for now is to keep that mail out of the redirected mailbox and deal with it in Outlook or Gmail, as you do today.

Yes. Redirecting is a standard way to route email, used by tools like Zendesk, Intercom, and Freshdesk. Your emails are handled entirely within your own Uptick account and aren't visible to other customers. Each inbox address is unique to your account.

Your inbox data is isolated to your own account, so no other customer can see it, and it's held to the same standards as everything else you store in Uptick. We're independently certified to ISO 27001. You can check the details any time: