You can have multiple email addresses under a single Groove account. Create as many mailboxes as you need to organize your email workflow within teams, or to support mutliple products with different support addresses.

To create a new Mailbox, select Mailboxes in the Settings Menu under Ticketing

Select + Add Mailbox in the left side-bar.

Once clicked, you'll receive a blank form for the Mailbox you'd like to create. Name your Mailbox, and enter the new email address. You can create your email signature for the new Mailbox now, or come back to it later. Scroll down and select Save Mailbox.

As soon as you Save Mailbox, you'll be prompted to start forwarding the email address into Groove. You'll go through the same steps as you did when you originally set up your first Groove Mailbox. If it's been a while, you can consult our Knowledge Base Article on Forwarding Email into Groove.

Once you have set up your new Mailbox, you'll see it in your left side-bar menu under Mailboxes

You have two options on how to view your Mailboxes in Groove, and you can elect the option you'd like in My Preferences under Ticketing.

You can either view your mailbox as A Single Inbox or as Separate Inboxes. Both Default Views have their merits, and it depends on how your team handles support from your various addresses.

If all of your agents answer the same types of support questions, but have several different support type addresses (info@, contact@, support@, etc), we recommend a Single Inbox to keep your support channels consistent with each other. You can always set up rules for filtering email addresses into specific Folders if you'd like to keep things organized. We have our Inbox set up as a single inbox at Groove, and it looks a little like this:

If you're housing multiple products or lines of communication that have different, specified agents handling each channel, you may want to opt for Separate Inboxes to avoid confusing your agents. In the example below, the Acme's Sales Team and Support Team handle different types of inquiries, so they kept their inboxes separate.

When you support multiple mailboxes, agents can also change what mailbox to send a reply from when answering customer requests within the ticket. As default, we'll send the reply back from whatever email address the customer originally contacts you at. 

You have the option to set visibility permissions on each of your mailboxes in Groove. This allows you to only give certain agents or groups of agents access to those tickets. 

You'll find these options down at the bottom of your mailbox settings page if you go into your account Settings > Mailboxes. There is a section that says "Who can see this?" with a dropdown menu next to it.

Here you can select between Everyone, Only Me, Select Users, and Select Groups.

**Please note that this feature is only available on paid plans and not available to trial accounts.**

An auto-response lets your customers know that you've received their message, and will get back to them shortly. When a customer emails your support address, Groove will send an auto-response to the customer immediately confirming reciept of their message.

By default, Groove does not turn on an auto-response when a new mailbox is created.

Enabling or editing the auto-response

To enable your auto-response, or make changes to the message. 

First go to, 'Settings' -> 'Mailboxes'. 

To enable your auto-response simply toggle the on/off button to on. Groove starts you off with a standard reply.  You can edit the reply, or make any changes to the message you'd like. 

Once you've filled in all the details remember to click on the Save Mailbox button when you’re finished.

It's important for your customers to know they are corresponding with a real live human being. You can use the Email Signature to sign off every email with a personal touch to who you are.

You can customize your email signature in the Mailboxes section of your Settings Menu.

In Mailboxes, you can find where to edit the Email Signature right under the option to choose whether you want to respond from the Agent Name or the Mailbox Name.

We use variables to pick up the name of the responding Agent, their title, and the Agent's company email address. Click Insert Variable and you'll see the entire list of variables we offer to include in your signature. You can find where to edit that variable information in our Knowledge Base Article: How to Edit Variable Information.

You can add basic formatting, images, and links by using the buttons at the top of the signature editor.

If you'd like to customize your email signature using HTML, click the Source button in the rich text editor.

Please note that your signature will not appear underneath your replies in Groove, but it will show up in the email received by the customer. 

If you want to automatically copy an email address on all of your replies sent from Groove, you can set this up under Settings > Mailboxes. 

Go into the mailbox you want to edit and then look for the Auto Bcc section. 

Toggle it to On, add the email address you want to Bcc, and click Save Mailbox at the bottom of the page. 

Groove has built-in spam management to help keep your inbox clean. Up front we are using SpamAssassin headers added by our customer's servers to identify incoming messages as spam. We are also using the Spamhaus Domain Block List to identify spammers by examining links in the messages. Read more about the DBL here. 

If any spam messages happen to make it through to your inbox, you can also manage these inside Groove. To mark a ticket as spam, simply click on the Status button and select Spam.

The email address of the sender will be added to your blacklist, and any email coming in from that address (to any mailbox in your account) will be automatically marked as spam.

To remove an email address from the blacklist, simply change the status of any message from that sender so that it’s no longer set to Spam, and you’ll start receiving emails from that address again. You can also manage your entire blacklist under your account Settings > Ticketing Preferences.

Note: Deleting tickets will not remove the email address from your blacklist. 

You might have picked up on some variables we use at Groove to pick up your Agent's names and email addresses when responding to tickets. If you haven't noticed, our variables look something like this:

%{agent_name}
%{agent_title}
%{agent_email}

In case you'd like to change any of the information picked up by our variables, here's a list of where you can find where we pick that info up:

Agent Variables

We pick up Agent Variables from each Agent's personal profile in Groove. To edit these variables, go to My Profile in the Settings Menu under My Settings

%{agent_name} Is the Agent's Full Name
%{agent_title} As listed under Title
%{agent_email} as listed under Email
%{agent_first_name} We'll only pick up the first bit, before the space
%{agent_last_name} We'll only pick up the last bit, after the space

Mailbox Variables

We pick up all Mailbox Variables from the Mailbox Settings. 

%{mailbox_name} Find it in the Name field in Mailboxes
%{mailbox_email} Find it in the Email field in Mailboxes

Ticketing Variables

The Auto-Reply comes with it's own set of variable joys. We've listed what a few of them mean below:

%{end_user} Your customer's name
%{end_user_first_name} Your customer's first name (keepin' it casual)
%{creator} Who created the ticket. If it's a New Ticket, could be you!
%{comment} The body of the customer's email...be wary if you have a verbose customer base...

Setting up an alias to forward to Groove takes just a few more steps than normal forwarding, so that you only receive tickets for emails sent to that specific alias.

Step 1

Add a new mailbox in Groove for your alias email address.

Then select the "group or alias" set up option. 

Copy your @inbox.groovehq.com forwarding address. 

Step 2

Add your Groove forwarding address to the Forwarding settings for your main email address in Gmail. Follow all of the on-screen prompts. 

Step 3

Complete your mailbox set up and confirm your new forwarding address in Groove.

Step 4

Disable global forwarding in Gmail settings. With this turned on it will forward everything from your main email address and all aliases. By turning it off you can use a filter to forward only messages sent to your alias. 

Step 5

Set up a Filter for messages sent TO alias, then forward only those to Groove.

That's it! Once your forwarding address is confirmed and your filter is set up for your alias, you'll start receiving those emails in Groove as tickets.

Creating a group is the easiest way to get your Groove account up and running. Please note if you setup forwarding this way you won't have a backup in Gmail of all your incoming emails. 

To get started, login to your Google Apps admin area (http://www.google.com/a/domain.com), and select Groups on the main navigation page. 

If you already have a group setup for your email address, simply edit the group. If not, create a new group by clicking the Create a new group button in the top, left corner of the Groups tab.

Your group will look something like the below image. The group name can be whatever you choose, and make sure the email matches the one that forwards to Groove. Set Access Level to Team and check the box to allow anyone on the internet to post a message.

Once you've created your group, paste your Groove forwarding address into the Members field. (You can find this address under your mailbox settings.) Add it as an owner to ensure all incoming emails forward to Groove.

Send a test email to your group email address.

It should arrive in Groove shortly. Once the email arrives, you're all set to receive support requests! 

Log in to your Outlook.com or Office365.com email client for the account that matches your Groove mailbox address. If your mailbox address is support@mycompany.com, you should be logged in as that user in Outlook.com or Office365.

First things first, you cannot delete your only mailbox. If you just have one mailbox, you will need to create a second mailbox, even if it's just using a fake name and email address. 

Once you have more than one mailbox, go into the settings for the mailbox you want to delete and scroll down to the bottom of the page. 

There is a section at the bottom labeled as the "Danger Zone" and it contains a big button that says "Delete Mailbox Now". 

Before you delete anything though, make sure you don't need any of the tickets in your mailbox, because once deleted all of those tickets will be removed as well. 

In the top right corner of your Yahoo Mail account, you'll see a Settings icon.

When you hover over that icon a menu appears and you want to click Settings. This brings up a popup modal with various settings options. 

Click Accounts and then the email address where you want to set up your forwarding. 

Down at the bottom of the modal you'll see the option to enable your forwarding and a field where you can paste your @inbox.groovehq.com forwarding address. 

Here you can also select whether you want to Store and Forward all messages or whether you want to Store and Forward and Archive all messages. The latter will help keep your inbox clean and uncluttered. 

When you Save your settings, a confirmation email will be sent to your Groove mailbox.

Once confirmed you'll be good to go!

If you're using a self-hosted email address and you're not using an email provider like Gmail to manage your mail, you can set up your auto-forwarding directly with your host or DNS provider.

The setup process varies depending on your host's platform, so we've collected links to the setup instructions for some of the major ones. 

• Bluehost
• cPanel
• Dreamhost
• FatCow
• GoDaddy
• Microsoft Exchange 2010
• Microsoft Exchange Online
• Name.com
• Namecheap
• Register.com
• site5