Shared inbox for small teams
When three people share one support address, two of them reply to the same message and nobody notices the third email at all. Fernpost puts that address in a single inbox your whole team can see, so the work is visible before it is duplicated.
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Assign a conversation to a colleague and it leaves everyone else's queue. The assignment is visible to the whole team, which is the entire trick — duplicated replies happen because nobody can see who already picked something up.
Leave an internal note on any thread. Notes are stored beside the conversation but are never included in the reply your customer receives, so you can argue about a refund in private and still sound composed in public.
Write an answer once and reuse it. When the underlying policy changes you edit the saved reply in one place, and everyone who uses it after that sends the corrected version. Export the full set as a PDF whenever you need to hand it to a new hire.
Everything the interface does is available over a documented REST API, including creating conversations, attaching files and reading the full audit history of a thread. See the questions page for the rate limits.
We were a team of four sharing one mailbox and apologising to customers roughly once a week for answering twice. That stopped the day we moved. It is not a complicated product and that is precisely why it worked for us.
Connect a real support address and forward yourself a few messages. If it has not saved you an argument by the end of the second week, it never will.
We will send one email to confirm the address and nothing else until you ask us to.