1. Set up the workspace
Choose a workspace name and timezone, then confirm the owner email. The owner controls billing and can transfer ownership to another active member. Choose the timezone carefully because business hours and SLA reports use one workspace timezone.
2. Invite a small team
Invite members as Admin or Agent. Owners and Admins can manage integrations and team invitations; Agents focus on conversations. Every active member uses a seat. The trial allows up to 10 members and does not include Scale-only SAML SSO or custom roles.
3. Connect and test an inbox
Create a shared inbox, follow the email forwarding instructions shown in the product, and send a test message from an outside address. Assign the conversation, add a private note, send a public reply, and resolve it. Check the sender receives only the public reply.
4. Bring history, then add rules
Import tickets using the CSV format in the import guide. Set up tags and saved replies before advanced routing. Rules run only on new conversations, so send fresh test messages after enabling them. If the trial expires without payment, access becomes read-only for 30 days, then trial data is deleted.