When an email arrives in your support mailbox, it gets forwarded to Keeping and distributed to each of your agents as a Keeping Ticket. By default, we do not send a copy back to the support mailbox. If you would like to be able to use the Keeping toolbar while logged into your Support Mailbox, you'll need to enable the "Send copies of Keeping tickets to Mailbox" feature for that mailbox.
In Keeping, visit the settings page for the mailbox you would like to edit.
Then select the option for "Send copies of Keeping tickets to Mailbox".
And click "Save Changes" at the bottom of the page.