workwae
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Use case: Support desks

Turn support@ into tickets, without forwarding rules.

Forwarding rules break, and shared inboxes hide behind admin settings. workwae connects team mailboxes directly, tells you the moment new mail arrives and lets agents reply in the same thread, from the team address.

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helpdesk.ts
// Only new inbound mail in the inbox
const { endpoint, secret } = await workwae.webhooks.create({
  url: "https://helpdesk.example.com/hooks/workwae",
  filters: {
    eventTypes: ["message.created"],
    message: { mailboxRoles: ["inbox"], direction: "inbound" },
  },
});
// Reply in the same thread, from support@
await workwae.outbox.create({
  accountId: supportInbox.id,
  inReplyToMessageId: message.id,
  to: [{ address: customer.email }],
  subject: `Re: ${message.subject}`,
  text: reply,
});
What you get

Shared inboxes, wired into your help desk

Gmail, Google Workspace, Microsoft 365, including GCC High, DoD and 21Vianet, and any IMAP server.

Webhooks on new mail

Filter deliveries by mailbox role, direction, sender or recipient domain, subject and attachments, so your endpoint only sees mail that should become a ticket. Signed, retried and replayable.

Webhooks in the product overview

Threads

Get a conversation with every message in it, oldest first, then mark it read, move it or send it to Trash in one call.

Mail in the product overview

Replies from team addresses

Replies keep the thread, and go out from the mailbox itself or one of its send-as identities, with stored signatures, scheduled sends and undo.

Mail in the product overview

Bodies, attachments and search

Fetch text and HTML bodies, attachments and raw MIME, and search with full text across the index, or pass the query to the provider.

Mail in the product overview
How it fits

From shared inbox to answered ticket

  1. An administrator connects the team

    Approve an organization connection once, add the shared and team mailboxes by address, or let agents connect their own.

  2. New mail reaches your endpoint

    Push from Google and Microsoft wakes the sync, and a filtered, signed webhook tells your help desk about each new message.

  3. Agents answer in the thread

    Your help desk shows the full conversation and sends the reply from the team address, in the same thread the customer sees.

More use cases

The same API, other inboxes

Every use case runs on the same accounts, events and SDK. See all use cases.

CRM and sales

Log every rep's email and meetings, send from their own mailbox, and see opens, clicks, bounces and replies.

Recruiting

Bring candidate threads into your ATS and book interviews on real calendars with the meeting link attached.

Scheduling

Find free time across attendees and write events, recurring series, RSVPs and meeting links back to the calendar.

AI email agents

Give an agent new mail as it arrives, full messages and threads, and drafts a person approves before anything is sent.
Early access

Run your help desk on the inboxes your team already has.

We are onboarding a small number of teams. Tell us what you are building.

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