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What Sorted does, how it handles your customers' email, what each plan includes and how your data is kept safe. Search, or pick a topic from the sorting case.

What is Sorted?

A shared inbox for support email. Every email your customers send to your support address becomes a ticket, your team answers it in Sorted, and the reply goes out as an ordinary email that lands in the same conversation in the customer's mailbox.

AI helps along the way: it sorts new emails into categories, can answer routine questions from your own knowledge base, sums up long conversations, polishes replies and translates between your language and your customer's. Refund and payment questions always go to a person.

Who is Sorted for?

Anyone who supports their customers or users by email: a shop, a school, a software team, a club or a one-person business. It works for a single person answering a few emails a week as well as for a team sharing hundreds a day.

Sorted is for companies and individuals alike.

How does it work, step by step?

Do we need to install anything?

No. Sorted runs in the browser, on a computer, tablet or phone. You keep your existing email addresses and only forward them to Sorted - there is nothing to install on your mail server.

Which languages is Sorted available in?

Pick one from the Language menu at the top of the page - Sorted comes in many languages. Each person on your team can use Sorted in their own language; the choice is remembered in their browser.

Can we support customers who write in other languages?

Yes. With Auto-translate, an agent reads a customer's email in their own language with one click, and translates their reply into the language of the customer's latest email before sending it. It works with most languages, including ones written in other scripts, such as Japanese, Greek or Arabic.

Auto-translate is an AI feature: part of the free trial and Pro support, not Basic support.

How do we sign up?

Click Sign up on the front page, or a plan's Sign up button on the Pricing page. Four short steps: - Your team's name. - The admin's name, email address and password. - Your subdomain - the first part of your team's Sorted address. - The plan: the free trial, Basic support or Pro support.

Your team is created straight away; the admin confirms their email address and can then sign in.

Why do I have to confirm my email address?

So nobody can sign up in someone else's name. After signing up you get an email with a link: following it confirms the address and takes you to your dashboard.

Confirm within 24 hours. Otherwise the sign-up is cancelled, the team is deleted and its subdomain becomes available again. No email? Check your spam folder, or try to sign in - Sorted offers to send the link again.

What is our subdomain?

The name in your team's own Sorted address: pick acme, and emails to [email protected] become your tickets. Use 3 to 40 lowercase letters, digits and hyphens; the sign-up form tells you at once whether the name is still free.

The address is yours for good and can't be changed later, so pick something that will last - usually your company's or team's name.

Can customers keep writing to our own address?

Yes - that's the usual way. Add your support address, for example [email protected], as a mailbox in Sorted, then forward it to the Sorted address shown beside it. Your customers notice nothing: they keep writing to the address they know.

The free trial has one mailbox, Basic support up to three and Pro support up to five. Your team's own Sorted address comes on top and works without any forwarding.

How do we set up forwarding?

Add your address in Sorted's settings, copy the Sorted address it shows, and turn on forwarding to it with your email provider - about five minutes per address. The forwarding guide shows every step, with pictures, for Gmail, Outlook, iCloud, Yahoo, Zoho, GMX, WEB.DE, IONOS and other hosts.

Do replies come from our own address?

Yes, once your domain is verified. Sorted shows a few DNS records for each mailbox's domain; add them where your domain is managed, and from then on replies go out from the address the customer wrote to.

Until then, replies come from the mailbox's Sorted address, with your own address set as the one to reply to - so the customer's answer still reaches you.

An address at a free email provider such as Gmail or Outlook can't be verified, because the provider owns the domain: its replies always come from the mailbox's Sorted address, with your own address set as the one to reply to.

How do we add our team?

The admin adds everyone on the Agents page: name, email address, password and role. Your colleagues can sign in right away with what you give them.

The free trial is for a team of up to 3 users; Basic support and Pro support have no limit on team members.

Which roles are there?

Which emails become tickets?

Every email to your team's Sorted address or to one of your mailboxes forwarded to it. Each one is a ticket with the whole conversation in it, oldest message first, and its status, category and assignee beside it.

What happens when a customer answers our reply?

The answer joins the same ticket instead of starting a new one, and a resolved or closed ticket opens again so your team sees it. If the ticket is assigned to someone, they get a notification.

What about spam and automatic replies?

Spam, emails carrying a virus and automatic replies such as out-of-office notices are filtered out before they become tickets, so your team never has to clear them away.

Can we block a sender?

Yes. Turn on Block sender on any of their tickets. From then on, emails from that exact address are rejected: no new tickets, no reopened ones, no AI and no replies. It blocks one address, never a whole domain, and can be lifted again at any time.

Are attachments supported?

Not yet. Sorted shows how many attachments an email had, but doesn't store the files. If you need what's in one, ask the customer to paste the text into their email or describe it.

How do we know a reply arrived?

Every reply shows how far it got: Sending, Sent, Delivered, Delayed, Delivered to spam or Not delivered. For the last three, the mail server's reason is shown too, and whoever wrote the reply gets a notification when it isn't delivered or lands in spam.

Can replies be formatted?

Yes: headings, bold, italic and underline, written in an editor right below the conversation. The customer gets an email with the formatting, and a plain-text version for mail programs that prefer it.

Can we reuse answers we give often?

Yes, with drafts: reply templates each person keeps for themselves and inserts into a reply with one click, formatting and all. A draft can be shared with colleagues, who each get their own copy to adapt.

What does the AI do?

The AI features are part of the free trial and Pro support. Basic support has none of them.

When does the AI answer a customer by itself?

Only when all of this holds; otherwise the ticket goes to your team: - Answering new emails with AI is switched on for your team. - The ticket's category allows AI replies. - The email doesn't touch on money, legal or security matters. - The AI is confident your knowledge base answers it, and a second check of its answer passes.

These rules are part of Sorted's code, not instructions the AI could ignore. If the customer answers, the ticket opens again for your team.

Will the AI ever handle refunds or payments?

Never. Categories for refunds and payments are for people only: the AI can't reply in them, and that can't be switched on. An email that mentions money, legal or security matters goes to your team too, whatever its category.

Where does the AI get its answers from?

From your knowledge base: a text you write in Sorted with your policies, opening hours and how-tos. If the answer isn't in it, the AI doesn't reply and hands the ticket to your team.

Every team starts with a sample text for a coffee shop, in its own language, to replace with its own. Changes apply to the next email.

Can we turn the AI off?

Yes. Your admin or a team lead can switch off AI answers for the whole team, or allow them only in some categories. With AI answers off, the AI still sorts new emails, but every one goes to your team to answer. The AI helpers for agents - summaries, Refine and Auto-translate - are used only when an agent clicks them.

What if the AI gets something wrong?

Your team stays in charge. A category the AI isn't sure about is left empty, and any agent can change a category at any time. If the AI can't finish with a ticket - it isn't confident, a check fails, or something goes wrong - the ticket goes to your team. Refine, summaries and translations only ever suggest: an agent reads them before anything is sent.

Does the customer see that a reply was translated?

No. The reply is emailed like any other, from the address the customer wrote to, in the customer's language. As with any translation, check names, numbers and product terms before sending.

Can the team talk to each other in Sorted?

Yes. The team chat shows who is online, busy or away, and lets you message a colleague without leaving the ticket you're on. Conversations are private to the two people in them.

How do we know when something needs us?

The bell in the top bar tells you when a ticket is assigned to you, a customer answers one of your tickets, a colleague shares a draft with you or a reply of yours isn't delivered.

Can we see how the team is doing?

Yes. The dashboard shows open and resolved tickets, average resolution time, tickets per day, month and category, and a ranking of agents and of your most active customers. Agents see their own numbers; the admin and team leads see everyone's.

Can we see who changed what?

Yes. The audit log records who changed what and when - ticket statuses, categories and assignees, sent replies, blocks, settings, team accounts and what the AI did - with each change's before and after. Customer text and passwords are never recorded in it.

Is there help for new team members?

Yes. On their first sign-in everyone gets a short tour, and each page shows its own tips the first time it's opened. Inside Sorted, the Help page answers the everyday questions and has a form to reach us.

How do the plans differ?

Every plan has the shared inbox, categories, formatted replies, drafts, the team chat and the dashboard. They differ in team size, mailboxes and AI:

The Pricing page lists the current prices and every feature side by side.

What does the free trial include?

Everything, AI included, for 30 days: a team of up to 3 users, one mailbox and up to 100 AI actions - enough to see what Sorted does for your own support email. No card is needed. When the trial ends, your team pauses until the admin chooses Basic or Pro. Your data is kept for six months; without a plan by then, it is deleted.

Can we start a second free trial?

No - the free trial is once per email address, and another address that is only a variation of the same one counts as the same. Basic support and Pro support can always be chosen, also from an address that has had a trial.

Which currency are the prices in?

Sorted's prices are set in euros. Visitors in the EU and in Montenegro see them in euros; everyone else sees them in US dollars, converted at the current exchange rate and rounded up to the next half dollar. At checkout, Stripe may offer to charge you in your own currency at its exchange rate.

Can we change plans later?

Yes. Your admin switches between Basic and Pro in Settings, and the difference for the rest of the month is settled on the next invoice. Your tickets, team and settings stay as they are.

Is there a limit on AI use?

The free trial includes up to 100 AI actions, and Basic support has no AI.

Pro support has no fixed monthly AI limit. It's meant for normal use by your team's own support work. If your usage is far above what is typical for a team of your size - for example automated bulk processing, other companies' mailboxes or resale - we'll contact you first and agree on a suitable arrangement. We won't cut off your AI features without notice.

What does a team on Basic support see without the AI?

Sorted simply leaves the AI out: new emails go straight to your team as open tickets, unsorted, and the AI buttons and boxes aren't shown at all. Everything else works the same.

What happens if a payment fails?

Your team keeps working as usual for 14 days after the renewal that wasn't paid. If the payment is still outstanding after that, nobody on the team can sign in until it's settled - but nothing is deleted, and emails to your support address keep arriving.

How do we cancel?

The admin cancels in Settings. Your team keeps full access until the end of the current billing period. After that nobody can sign in, and your tickets, team and settings are kept for 6 months, then permanently deleted. Changed your mind before then? Write to us.

Can we take our data with us?

Yes. The admin can export your tickets at any time as a CSV file that opens in any spreadsheet - all of them or a date range, and with every message if you like. Do it before your subscription runs out if you're cancelling.

Can I withdraw from the contract?

If you sign up as a consumer, you can withdraw within 14 days without giving a reason. Section 13 of the Terms of Service explains how and includes a model withdrawal form. When you choose Basic or Pro you are asked to agree that Sorted starts right away; if you then withdraw, you pay only for the days you used.

Can individuals sign up, or only companies?

Both. Sorted is for companies and individuals alike, and the Terms of Service include the protections consumers are entitled to.

What if no plan fits us?

Tell us what you need with Contact us under Custom support on the Pricing page, or with the form at the bottom of this page. We'll get back to you with an offer.

Where is our data stored?

In the EU. Sorted and your customers' data stay there, and the database has no public address: only Sorted itself can reach it.

Is our data encrypted?

Yes. Tickets, messages and backups are encrypted on disk, and so is every connection - from your browser to Sorted and on to its database. Passwords are stored hashed, and repeated guessing is slowed down.

Do you keep the original emails?

Only for a week. The original of each incoming email is kept encrypted under its own key, so it can be recovered if something goes wrong while it becomes a ticket, then deleted after 7 days. The ticket keeps its own copy of the message.

What does the AI see of our customers' data?

Only what the task at hand needs, from the ticket in question. Refine sends only your draft; translating sends only the one email or draft being translated. Senders are labelled customer, agent or AI - names and email addresses aren't sent as labels. Error reports never carry customer data.

Who can see our tickets?

Your team: everyone you add can see your team's tickets. Each team's data is kept apart from every other team's, and the team chat and drafts are private to the people they belong to.

Is our data backed up?

Every day, automatically, and it can be restored to any moment of the last seven days.

What if Sorted goes down?

A copy of the database kept in step in a second data centre takes over within minutes if the first one fails. If Sorted can't be reached for a moment, incoming email is handed over again for about an hour, so none is lost. Updates go out without downtime: a new version must pass its health checks before the old one stops.

Where are the privacy notice and the Terms?

Linked at the bottom of every page, with the imprint. The Terms of Service are available in every language Sorted offers; the German version is the legally binding one.

How do we pay?

Through Stripe, by card or another payment method offered in your country. Stripe works out the VAT for your country, emails every invoice and receipt, and the admin manages the card and invoices from Settings in Sorted. Payments appear on your statement as LINK.COM* Sorted, because Stripe sells Sorted on our behalf.