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 multiple products with different email addresses.
To create a new Mailbox, select Mailboxes in the Settings Menu under Ticketing, then 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. The same goes for the agent visibility permissions for the mailbox. When you're ready, make sure you click 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 read more about setting up your forwarding to help refresh your memory.
Once you have set up your new Mailbox, you'll see it in your left side-bar menu under Mailboxes
Now when you're in your shared inbox in Groove, you'll see all of the mailboxes you have access to listed in the left mailbox navigation.
When you support multiple mailboxes, agents can 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.
Tickets can also be moved between mailboxes. To move a ticket to another mailbox click the more actions button at the top of the page, click on Change Inbox and then select the new mailbox.