What shared inbox management is#
A shared inbox (support@, sales@) is a mailbox multiple people work from, with assignment, status, and collision detection so no message is answered twice or not at all.
Why it matters#
Without structure, shared inboxes leak customers. With it, they become a measurable team workflow.
Getting started#
- Assign an owner to every incoming thread automatically or by rule.
- Track status: open, waiting, resolved.
- Set response-time targets and alert on breaches.
- Draft replies with AI using the team's past answers as style reference.
Common mistakes#
- Sharing one login instead of using delegated access.
- No visibility into who replied.
Frequently asked questions#
Should we use a shared mailbox or a helpdesk?
Under a few hundred messages a week, a well-managed shared inbox works. Beyond that, ticketing adds needed structure.