Smart Inbox
Every email lands in the right flow.
Unrouted email arrives in one place. Link it to an existing ticket or start a new one, and RouteWrk suggests the workflow it belongs to, so nothing falls through the cracks.
One screen between your inbox and your process
The Routing Inbox is where inbound mail waits to become work. For each message you either link it to a ticket that already exists, or create one and drop it into a workflow. Fuzzy matching suggests which workflow. Routing is a click, never a guess the software makes for you.
One thread, everyone in the loop
Reply detection is thread-aware, not sender-aware. If a vendor's assistant answers from a CC'd address, that still counts as the reply your workflow was waiting for, matching on the thread first and falling back to the sender's address.
Built for a shared inbox, not a personal one
The parts that matter once more than one person is answering.
Your own Gmail
Connect your Gmail mailbox from Settings with OAuth. Mail is sent from your real address and replies land back on the ticket they belong to.
Shared org mailboxes
Connect support@ or ap@ once for the whole organization (Pro and above; your own mailbox works on every plan). The sidebar Inbox expands into a mailbox switcher: All, Personal, and every shared inbox you have access to, each with its own unread count.
Quick Reply, no ticket
Not everything deserves a ticket. Answer straight from the reading pane with a rich-text composer and archive it. No ticket, no workflow, no ceremony.
CCs become participants
People copied on an inbound email join the ticket as CC contacts when it is routed, and a Reply-all toggle keeps everyone looped on the way back out.
Inbound flags you can act on
The To line, an Important badge when the sender marked high priority, and an Auto-reply badge on vacation, out-of-office and bounce messages.
Archive, or block the sender
Archiving offers a one-click block. The blocked list is per-user and syncs across your devices.
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