Creating Subfolders In Mailboxes

Just like you may have used in either Office Outlook or Gmail, Subfolders are an easy way to help sort conversations of specific topics or categories. In either of these two platforms, the subfolders would be private to yourself unless you were working in a shared mailbox, whereas in Helpscout unless you are the only person in the mailbox, the subfolders can be seen and used by all users that have access to that particular mailbox.

Creating a Folder:

Folders are created via workflows, so the first thing to set up will be a workflow, so these conversations can be copied to the folder.

Either an automatic or manual Workflow can be used for creating folders to organise the conversations in Helpscout.

Please see an example below that demonstrates the settings of an automatic Workflow to copy conversations tagged with urgent to a folder named Urgent Issues: 

Head to Manage > Mailbox(es) > Your Mailbox > Workflows or open your mailbox and click the gear icon to open Settings and select Workflows. Click New Workflow. 

1

Choose  Automatic and give it a name.

2

The conditions to find the conversations you want to see in the folder. Our example is using:  

Tag(s) Is equal to  urgent
AND
Status Is equal to  Active

3

On the Actions page, select Copy to Folder from the drop-down menu. Give the folder a name and set your visibility options. You can select from everyone, just you, or specific people.

4

Activate the workflow and head back to your mailbox overview page. You'll see your new folder on the sidebar.