Set up Support Suite by choosing the channels customers can use, routing inbound messages into the inbox, and giving teammates a clear workflow for ownership.
Plan access: Support Suite requires Scale or Enterprise, an active trial, or access explicitly enabled for your workspace.
Start by connecting one customer channel and testing the complete reply path.
- Open Support.
- Connect an email, Slack, or widget support channel.
- Configure how new messages become threads.
- Set up labels, saved views, tiers, or SLAs as needed.
- Invite the teammates who will manage the inbox.
- Send a test request.
- Assign, reply to, and resolve the test thread.
Add workflows only after the manual flow works. Document which team owns each inbox view and how escalations should be handled.