# Inbox Customisation and Organisation Features **URL:** https://meta.discourse.org/t/inbox-customisation-and-organisation-features/276829 **Category:** Feature **Created:** [August 27, 2023, 2:43pm UTC](https://meta.discourse.org/t/inbox-customisation-and-organisation-features/276829 "2023-08-27T14:43:35Z") **Posts on this page:** 1 **Showing post:** 3
### Author: ![rishabh](https://sea3.discourse-cdn.com/meta/user_avatar/meta.discourse.org/rishabh/32/179446_2.png) [@rishabh](https://meta.discourse.org/u/rishabh) #### Post date: [August 28, 2023, 6:44am UTC](https://meta.discourse.org/t/inbox-customisation-and-organisation-features/276829/3 "2023-08-28T06:44:36Z")
Hey Letitia! Thank you, this feedback is interesting for us. For our official hosting, we offer customer support via Discourse so we’ve run into similar pain points internally and have made customizations in a few cases. Similar to an [ongoing effort for #chat](https://meta.discourse.org/t/speak-with-the-discourse-product-team-about-chat/276495), I’d love to speak with you about your experiences and usage of the inbox as a site admin if you’re open to that, and see if we can help with any recurring pain points. Below, I’ll try to dive into each section to share how we manage our work, if any work we’ve done can be made more generic and possible to use on other sites. All of these answers are based on the fact that we `Archive` PMs once answered, and the only PMs in the inbox are the ones that still need to be resolved. > [@letitia\_jones](#): > > Can we get the ability to prioritise messages? Like marking them Important, Follow-Up, and Urgent. With growing support needs, we’re also running into this pain point. At the moment, I think tags are an obvious (but somewhat cumbersome) way to manage the “status” of each PM. We’ve started experimenting with priority indicators internally to help us make these decisions but other ideas like status tags (resolved, awaiting reply, new etc.) had been considered but not implemented yet. So, Archived and Not Archived are the two statuses we are working with along with some tagging. > [@letitia\_jones](#): > > Can we get the ability to move messages between different inboxes? Today, adding/removing a group already moves a PM between group inboxes: ![Screenshot 2023-08-28 at 11.09.08 AM](https://global.discourse-cdn.com/meta/original/4X/7/a/5/7a5cd3eec6e13200b598b24fabe486507d47cb0c.png) Through a [recent change in discourse-assign](https://github.com/discourse/discourse-assign/pull/471) by @vinothkannans, we also auto-invite a group to a PM if you assign them to make the process faster. If you haven’t tried out [Discourse Assign](https://meta.discourse.org/t/discourse-assign/58044) yet, we’d recommend it as it solves some points around delegating work in way visible to staff. > [@letitia\_jones](#): > > Can we get a sort function for our inbox? So we can see the ones from the System and the ones from users with a sort function? I don’t think we have this yet, but you could select a bunch of PMs (i.e. System) and then perform Bulk Operations on them like Archive & Assign PMs, Append/Replace/Remove Tags and more: ![Screenshot 2023-08-28 at 11.38.15 AM](https://global.discourse-cdn.com/meta/original/4X/4/5/6/456500163fe1a3651657102f92b9105675bbd22e.png) > [@letitia\_jones](#): > > _Customisation:_ > > Can we get the ability to create personalised inbox categories? Currently, it is possible to have separate inboxes for separate working groups. All groups/inboxes that you are a member of will also be added to your sidebar automatically: ![Screenshot 2023-08-28 at 11.44.45 AM](https://global.discourse-cdn.com/meta/original/4X/e/c/a/ecab273949e5988ee36e028fdefb71f1664892b3.png) Let us know if you run into any problems as you try to configure this. > [@letitia\_jones](#): > > Can we get an address book so we can send bulk messages without creating an unnecessary group or adding in the names one by one? How would you plan to use that address book? Are you sending a message to a fixed group of users regularly? It’s correct that a group is the only way at the moment and if you use Mailchimp, we recently announced [Discourse Newsletter Integration](https://meta.discourse.org/t/discourse-newsletter-integration/275509). * * * > Related topics: > > - [Discourse as a private email support portal](https://meta.discourse.org/t/discourse-as-a-private-email-support-portal/34444) > - [Troubleshoot reply by email](https://meta.discourse.org/t/troubleshoot-reply-by-email/42026) > > On that note, we also built [IMAP support for group inboxes](https://meta.discourse.org/t/imap-support-for-group-inboxes/160588) and [SMTP support for group inboxes](https://meta.discourse.org/t/smtp-support-for-group-inboxes/195572), but I’m not very well versed with how they work yet. --- _[View the full topic](https://meta.discourse.org/t/inbox-customisation-and-organisation-features/276829)._