# Set up a ticket inbox

> Connect an email or SMS channel in ticket settings and configure visibility, defaults, inbound behavior, and outbound behavior.

URL: https://www.agencytitan.com/help/tickets/set-up-a-ticket-inbox/

Create a ticket inbox to receive and send customer messages through a connected email or SMS provider. Each inbox can define who can access it and which department, assignees, and signature new tickets use.

## Who this is for

Agency team members who manage ticket settings. Requires **Manage Ticket Settings**.

## Before you begin

- Connect the provider in **Settings**, then **Integrations** before creating the inbox.
- For email, AgencyTitan supports **Google Workspace** and **Mailgun**.
- For SMS, AgencyTitan supports **Twilio**.
- Decide who should see the inbox and which defaults new tickets should receive.

## Open Inboxes

1. Open **Settings**, then **Tickets** ([/settings/tickets](https://app.agencytitan.com/settings/tickets)).
2. Find **Inboxes** at the top of **General**.

   ![Ticket settings General page showing the Inboxes section, New inbox button, Client Portal system inbox, and Ticket Statuses](/docs/screenshots/tickets-v2/ticket-settings-inboxes.png)

The **Client Portal** inbox is a system inbox. It receives portal conversations and cannot be recreated as a normal connected inbox.

## Create an inbox

1. Select **New inbox**.
2. Choose **Channel**:
   - **Email** for Google Workspace or Mailgun.
   - **SMS** for Twilio.
   - **Phone (coming soon)** is visible but cannot be created yet.
3. Choose **Provider**.
4. Choose a **Connected account**.

   If AgencyTitan shows **No connected account for this provider**, select **Go to Integrations**, connect the provider, then return to the form.

   ![New inbox form with Email, Google Workspace, connected account warning, display name, visibility, and defaults for new tickets](/docs/screenshots/tickets-v2/ticket-inbox-new.png)

5. Enter **Display name**.
6. Choose **Visibility**:
   - **Everyone (tenant)** allows everyone in the agency to access tickets in the inbox.
   - **Restricted** limits access according to the people and settings you choose.
7. Configure **DEFAULTS FOR NEW TICKETS**:
   - **Default department**
   - **Default assignees**
   - **Default signature**
8. Review the inbox switches:
   - **Default inbox** makes new tickets default to this inbox.
   - **Active** allows the inbox to accept new activity.
   - **Allow inbound** controls whether incoming messages create or update tickets.
   - **Allow outbound** controls whether team members can send from the inbox.
   - **Require client match** controls how unmatched senders are handled.
   - **Create tickets from sent emails to clients** can turn a new sent email to a known client into a ticket.
9. For Google Workspace, choose whether the inbox inherits or overrides agency Gmail sync settings.
10. Select **Create inbox**.

## Require a client match

When **Require client match** is on, choose what happens when the sender does not match a client:

- **Discard completely** logs the decision without creating a blocked inbound item.
- **Route to Blocked inbound** keeps the message available for review and recovery.

Use the second option when your team needs to inspect unmatched messages before deciding what to do.

## Expected result

- The inbox appears in **Inboxes** with its channel, address or number, visibility, and active state.
- Team members with access can select it in the Tickets sidebar.
- New tickets receive the configured department, assignees, and signature defaults.
- Inbound and outbound behavior follows the switches you selected.

## Troubleshooting

| Symptom | Likely cause | What to do |
| --- | --- | --- |
| **New inbox** is missing | You lack **Manage Ticket Settings** | Ask a workspace owner to review your ticket settings permission |
| **Create inbox** stays disabled | Provider account, display name, address, or number is missing | Complete every required field and choose a connected account |
| No connected account is listed | Provider is not connected for this agency | Open Integrations and connect Google Workspace, Mailgun, or Twilio |
| Team member cannot see the inbox | Inbox visibility is restricted | Review visibility and the person's access |
| Inbound messages are ignored | **Allow inbound** is off | Edit the inbox and turn on **Allow inbound** |
| Replies cannot be sent | **Allow outbound** is off or the provider connection lacks send access | Turn on outbound access and reconnect the provider if needed |
| SMS number is unavailable | Number is not on the connected Twilio account or its webhook belongs elsewhere | Choose an available Twilio number or correct its webhook configuration |

## Related articles

- [Tickets overview](https://www.agencytitan.com/help/tickets/overview/): How the Tickets inbox, ticket conversations, assignment, statuses, inboxes, routing rules, and reply templates fit together.
- [Find and work tickets](https://www.agencytitan.com/help/tickets/find-and-work-tickets/): Use inboxes, quick filters, statuses, departments, client filters, and search to find and open tickets in the Tickets inbox.
- [Assign and update a ticket](https://www.agencytitan.com/help/tickets/assign-and-update-a-ticket/): Change ticket status, priority, assignees, client, department, tags, privacy, and inbox from the ticket view.
- [Create intake routing rules](https://www.agencytitan.com/help/tickets/create-intake-routing-rules/): Route brand-new email tickets by sender, subject, known-client match, and arrival inbox using ordered ticket intake rules.
- [Create reply templates](https://www.agencytitan.com/help/tickets/create-reply-templates/): Create shared ticket reply templates with formatted content and shortcodes, then insert active templates from the ticket composer.