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Allowed inboxes ​

Allowed inboxes decides which inboxes Overdesk's scheduled jobs may work in: drafting, triage, follow-up nudges, grading drafts against replies, and closing stale conversations. Use it to keep Overdesk to the queues you want help with, and out of the ones you don't, such as a sales or billing inbox your team answers by hand.

Where it lives ​

Open Settings → General and find Allowed inboxes. The field appears once a help desk is connected. Only admins can change it.

What you can enter ​

Separate entries with commas.

You enterWhat it means
allEvery inbox on every connected help desk
82640That one inbox
82640,93411Those inboxes, and no others
Help Scout:82640That inbox, on Help Scout only
Help Scout:allEvery inbox on Help Scout, and none on your other help desks

A few rules apply:

  • all works only as the whole value. To cover every inbox on one help desk alongside specific inboxes on another, put the help desk in front of it, as in Help Scout:all,FreeScout:3.
  • A list turns the jobs off in every inbox it does not name.
  • The help desk names you can use are Help Scout, Zendesk, Intercom and FreeScout. Spacing and capitals do not matter, so helpscout:82640 works too.
  • Write an inbox number the way your help desk writes it, with no plus sign and no leading zero.

In Help Scout and FreeScout, the inbox number is in your browser's address bar when you open that mailbox. On Zendesk and Intercom, use all, or name the help desk with all, as in Zendesk:all or Intercom:all. Intercom conversations carry no inbox number Overdesk can match, and neither does a Zendesk ticket that arrives in real time.

Overdesk refuses to save an entry it cannot read, and tells you which one and why.

More than one help desk ​

A bare number such as 82640 could be an inbox on Help Scout and a different one on FreeScout or Zendesk. So when more than one of Help Scout, FreeScout and Zendesk is connected, Overdesk will not save a number on its own. It asks you to put the help desk in front of it, for example Help Scout:82640. Naming the help desk always works, so it is a good habit on any workspace with more than one help desk.

When the field is empty ​

Each job treats an empty field its own way:

JobWith the field empty
Drafting, both scheduled and real timeDrafts in no inbox
Auto-triage, Follow-up nudges and Score drafts against repliesWork in every inbox
Close stale conversationsCloses nothing, and every run is marked Skipped on the Runs page with the reason

So a new workspace gets triage, follow-ups and grading everywhere, and no reply drafts until someone fills the field in. If you want drafting in every inbox, enter all. Once the field holds a value, every job above follows it.