Click Inbox in the left-hand menu and follow the steps to set up your first inbox. If you can’t see it, an admin can switch it on in Control Panel > Extensions. For the full setup, see Uptick Inbox: getting started.

No. Your existing mailbox sends a copy of each email it receives into Uptick, and the original still arrives in your mailbox as normal. Your email address doesn’t change, and your clients keep emailing you as they do now. Your mailbox and Uptick don’t sync with each other, so once you start, reply from the Inbox. To set it up, see Uptick Inbox: getting started.

You can, but the Inbox is built for shared mailboxes that several people work from. Its job is to show who owns an email, who has replied and whether anything has been missed.

Everyone with access to an inbox can see every email in it, and there’s no way to hide a single ticket. Turning on This mailbox is confidential only keeps the mailbox’s email out of Correspondence for people without inbox access. It doesn’t hide anything from people who can use the inbox. Keep private email in Outlook or Gmail.

Yes. If your website’s enquiry form sends leads to a shared mailbox, set that mailbox up to send a copy into Uptick like any other. You can add it to an existing inbox, or give it its own inbox limited to your sales team. To keep leads together and get them to the right person:

Most web leads come from people who aren’t in Uptick yet, so the ticket arrives with no client linked. See “What happens when someone who isn’t in Uptick emails us?” below.

The Inbox is part of the Uptick web platform and is built for office staff working at a desk. It isn’t designed for mobile use. Replies sent from Outlook or Gmail don’t appear in Uptick, so reply from the Inbox to keep each ticket’s history complete.

All shows the tickets in every folder except Junk, starting from when your mailbox began sending a copy of its email into Uptick. Closed tickets are hidden by default. Emails that arrived before your mailbox started sending copies stay in Outlook or Gmail.

Until someone on your team closes it. The Inbox doesn’t close or clear tickets after a set time. Closed tickets are hidden from your list by default, but they stay searchable with their full history.

No. Emails can’t be deleted, but their tickets can be closed. Spam and marketing email is closed automatically and kept in the Junk folder, so it stays out of your open tickets. To see closed tickets, filter your list to show them.

No. If an email lands in the wrong inbox, open the ticket, click the Forward (share) icon in the header of the email and send it to the right team’s mailbox. This creates a ticket in that team’s inbox. To close the original at the same time, click the arrow next to Forward to forward and close in one action.

It arrives as a ticket like any other, but the sender is you rather than the client. Uptick also matches on the content of the email, such as a property address, site name, task number or, if you use quoting, a quote number, so a forwarded email can still be matched. If Uptick isn’t sure, it suggests a match for you to accept or reject, or adds a Needs attention note to the ticket’s timeline so you can link the client and property by hand.

Yes. Click New email and send it to any email address, as you would from a standard mail service. The recipient doesn’t need to be a client or contact in Uptick.

No. Scheduling notifications are separate from the Inbox. Emails you compose with New email are standard emails, and each one becomes a ticket like any other.

No. An email is sent when you click Send. To get one ready ahead of time, write it and leave it unsent. What you type in the reply box is saved on your own device as you go, so you can come back to it on the same computer and click Send when you want it to go.

Uptick doesn’t rely on the sender alone. Along with the sender’s email address, it reads the subject, content and signature of the email, including property addresses, site names, task numbers and, if you use quoting, quote numbers. This means it can usually pick the right property even when one contact looks after many sites, or when the email uses a nickname rather than the property’s name in Uptick.

If Uptick is confident, it links the match for you. If it’s less sure, it suggests a match for you to accept or reject. If it can’t find a match, it adds a Needs attention note to the ticket’s timeline so you can link the client or property by hand. To see what Uptick matched on, hover over the match line on the ticket to open Why this match?.

No. The ticket keeps the link you set, with its full history, but your change doesn’t affect how future emails from that sender are matched. To improve matching, keep the names, addresses and contact email addresses on your clients and properties accurate in Uptick.

Uptick can’t find a client to match, so the ticket arrives with the client and property left blank and nothing is linked to the wrong record. Create the client, and the property if needed, with the sender’s email address as the client’s contact email, then link them to the ticket. Future emails from that address match automatically. Adding the email address to a separate contact record doesn’t make future emails match.

Folder sorting doesn’t depend on a client or job match. Uptick reads each email and sorts it into a folder based on your folder descriptions. Emails that don’t fit a folder go to Unsorted, and spam and marketing email goes to Junk.

Auto-assignment follows the rules you set for each inbox, or the instructions you write in plain English in Advanced mode, such as “Scheduling emails go to Sarah.” Rules can also assign to the account manager on the matched client or property. Uptick only assigns tickets to people with access to that inbox. If nothing clearly applies, the ticket stays unassigned.

No. Auto-assignment follows the rules you set for each inbox, or your written prompt in Advanced mode. To send a client’s emails to the same person each time, add a rule that assigns to the Client account manager or Property account manager.

Yes. Add an assignment rule for each type of supplier email, for example “Supplier invoices go to [name] in Accounts. Order confirmations and delivery notes go to [name] in Stores.” To keep supplier emails together, set up a folder for them, or a separate folder for each type, and Uptick sorts them automatically.

No. The Inbox doesn’t create new purchase orders. When a supplier invoice arrives as a PDF, Uptick matches it to an existing purchase order and drafts the bill automatically. Open the draft, check the figures against the purchase order and confirm it. Nothing reaches your accounts until you do. Once confirmed, the invoice is saved onto the purchase order.

The purchase order must be a materials order that has been committed to the supplier. To request a bill draft yourself, rather than using the one Uptick drafts automatically, you also need permission to bill purchase orders.

No. The Inbox links a supplier invoice to the purchase order and to the task’s client and property, but it doesn’t file the PDF onto the task’s documents. Attachments are saved to the purchase order only when someone on your team files them.

It doesn’t draft a reply to every email. When an email looks like a service request, Uptick suggests creating a task, with the details filled in from the email, for you to review and confirm. It drafts a covering reply for you when you:

For answers your team sends often, such as acknowledging a service call, save a snippet and insert it into your reply. See “Can I save replies to reuse, like templates?” below.

No. Folder descriptions, auto-assignment and the junk filter are set in plain English, but there’s no equivalent setting for the replies Uptick drafts. Edit any drafted reply in the reply box before you click Send. To reuse wording written in your own style, save it as a snippet.

Uptick does these automatically:

Everything else is a suggestion that only takes effect when you confirm it, including:

If you don’t want a suggestion, dismiss it or leave it.

The Inbox never sends an email on its own. Every email is sent by someone on your team, and replies stay as drafts until you click Send.

No. Approving a quote from the Inbox approves the whole quote. If a client’s approval doesn’t state an amount, or may only cover part of the quote, confirm the amount with the client before you approve it.

Yes. Snippets are saved replies your whole team can use. Set them up in Control Panel > Inboxes, under Global configuration. To use one, click the lightning-bolt Actions button in the reply, new email or forward box and choose Insert snippet. Search for the one you want, and it drops in at your cursor with its formatting.

Anyone with access to the inbox can insert a snippet. Creating, editing and deleting snippets needs the Configure inbox permission. If the list is empty, check that someone with that permission has written them.

No. A ticket has one owner at a time. To bring someone else in, @mention them in an internal note so they can see the ticket and help without changing who owns it. To route tickets to the right person, use auto-assignment rules, such as assigning to the client’s account manager or the task’s office assignee.

Mentions and assigned tickets appear with live counts in each inbox’s Mentioned and Assigned to you views. Email and pop-up notifications aren’t available.

Yes. Click Search in the left panel to search every inbox you have access to at once, so you don’t need to look in each inbox or folder separately. Search looks at the subject, the sender’s email address and the text of the email. Part of a word is enough, so “broken lif” finds “broken lift”. Type a ticket number to go straight to that ticket.

Narrow the results with filters such as Client, Property, Status, Assigned to, Inbox and Folder, or by date. If a client calls about an email, you can also open their client or property record in Uptick and check Correspondence, which shows the email matched to that record.

No. Each inbox has its own Assigned to you, Mentioned, Sent by you, Unassigned and All views, showing only that inbox’s tickets. Switch inboxes in the left panel. To see everything assigned to you across every inbox, click Search, filter by Assigned to, and save it as a favourite.

Yes. Click Search, filter by Assigned to and status, then save the search as a favourite to pin it to your dashboard.

Tickets aren’t redirected automatically while a teammate is away. The exception is a reply that arrives on a ticket with no email or note for more than 14 days, or whose assignee has been deactivated or no longer has a desk licence. Uptick unassigns that ticket and assigns it again using your auto-assignment rules, and if no rule fits it waits in Unassigned. Otherwise, under Teammates in the left panel, open your teammate’s view to see their open tickets, then work on them or reassign them. To reassign several at once, click Search, filter Assigned to by your teammate, select the tickets and assign them in bulk.

Inbox is powered by AI, which costs Uptick every time it reads an email, makes a match or drafts a reply. The monthly fee covers that cost. For prices in each country, see Uptick Inbox: pricing and conversations.

The AI cost tracks the number of emails handled, not the number of people looking at them. Charging per conversation follows that cost, so adding someone to an inbox never costs you more.

A conversation is an email thread your team replies to, or takes an AI action on, such as approving a quote, creating a purchase order bill from a PDF or sending a drafted reply. Each thread counts once, in the billing month your team first worked on it. New emails, forwards, junk, internal notes and automatic sorting, matching and assignment don’t count. For the full list, see Uptick Inbox: pricing and conversations.

Not while you’re trialling Inbox. You’re only charged once your team exceeds 50 conversations in a month. After that, Inbox appears as an extra line on your monthly Uptick subscription invoice, charged in arrears, the same way as your licences.

Go to Control Panel > License Manager. The Inbox usage card shows Billable conversations for the current billing month.

You can pay as you go in lots of 100, charged automatically at a small premium, or move to a higher monthly volume in lots of 1,000. Uptick contacts you before the end of the month so it doesn’t come as a surprise on your invoice.

No. Each month starts fresh, and conversations you don’t use don’t carry into the next month.

No. The AI reading an email, matching it and making a suggestion is free. The charge only applies when you reply, or accept a suggested action.

Only if someone replies to an email or actions it. Email that arrives, gets filed and is never replied to isn’t charged, so using the inbox as your correspondence archive costs nothing.

No. However many messages go back and forth on one thread, and however many AI actions you take on it, it counts as one conversation.

Go to Control Panel > Extensions, find Inbox and click Enabled so it changes to Disabled. Inbox is removed from the left-hand menu for everyone in your workspace, and you aren’t charged while it’s off. You can switch it back on at any time. You need admin access to Control Panel settings to do this.

Inbox can’t be moved to a different position in the menu or hidden for individual people.

Email [email protected].