Shared inboxes for easy team collaboration
Organize all your support requests in one place, route them to the appropriate agents, track them with certainty, and achieve greater customer satisfaction.
Are you overwhelmed by overflowing email inboxes and lagging responses? Is keeping everyone on your team accountable a difficult task? Many companies struggle with the limitations of standard email clients when it comes to responding to customer issues.
While switching between individual email accounts seems to work well for small teams, it quickly becomes impractical as your business grows. When the email volume overwhelms a single point of contact, it’s time to switch to shared inbox software.
This blog explores shared inbox tools and the benefits they offer. It then showcases some of the best shared inbox solutions available today.
What is a shared inbox?
A shared inbox is a common email address that multiple team members use to read and respond to emails collectively. It is used by businesses to manage communication with staff, customers, or other external parties more efficiently.
For example, a shared inbox might be used for customer service (support@example.com), sales inquiries (sales@example.com), or general information (info@example.com)
What is shared inbox software?
Shared inbox software is a platform that allows multiple users to send, receive, and manage messages from multiple communication channels. With the right shared inbox software, customer service representatives can access a customer’s background information, work together to address customer inquiries, and coordinate activities using a shared calendar.
How to implement a shared inbox work
Each shared inbox tool comes with its own set of features and may work differently. Following is a basic outline of how to implement a shared inbox.
1. Set up shared inbox software
You need to decide on the platform you will use for your shared inbox. This could be an email messaging platform like Gmail shared inbox or contact management software like BoldDesk. An administrator then creates a new email address or group that your team will use to receive messages.
2. Grant access and define roles and permissions
The admin invites team members to access the shared inbox and assigns roles and permissions based on what each team member needs to do. For example, you can grant full access to managers and provide read-only access to members who only need to stay informed.
3. Aggregate messages from different channels
Email forwarding is then configured so that messages from multiple channels like email, chat, and social media are all sent to the designated email address. Agents who have permissions for the shared inbox can view and reply to incoming messages in real time.
Loyalty programs can show customer appreciation through rewards while motivating support teams to deliver exceptional service through recognition and incentives. This creates a happy customer base and a high-performing support team.
4. Setting up automatic ticket assignment
The admin can set up the shared inbox software to assign specific requests to specific team members automatically, based on their expertise or workload.
5. Monitoring performance and reports
Managers can set up and keep an eye on metrics like first response times, message volume, and time to resolution to assess and improve the support team’s efficiency.
Additionally, managers can use a customer satisfaction score CSAT survey to track immediate customer satisfaction levels after interacting with an agent.
The customer feedback will indicate how well the agent resolved the issue, their communication skills, and their overall helpfulness.
The 12 best shared inbox software solutions for businesses
If you want a better way to handle email in your organization, take a look at these 12 team inbox tools that can boost your team’s email support.
1. BoldDesk
BoldDesk’s shared inbox tool puts together support requests from all communication channels, like email, and the mobile app, into a single platform to streamline customer communication.
BoldDesk’s shared inbox solution provides features such as roles and permissions, collision detectors, and task management that empower teams to:
- Collaborate effectively.
- Reduce customer service response times.
- Provide exceptional customer experiences.
- As one of the leading Helpscout alternatives, BoldDesk is a standout comprehensive solution for customer support operations.
- It includes multiple help desk features, such as task prioritization, smooth integration, and knowledge base AI
Main features of BoldDesk
All incoming support requests are automatically converted into tickets and assigned to the most appropriate agents for quick resolution.
Helps support representatives to translate and summarize tickets quickly, understand customer emotions, and frame appropriate responses to meet customer expectations.
Utilizing the right AI for customer experience tool will enable you to analyze email sentiment to identify frustrated customers. This will allow support teams to prioritize and de-escalate situations, thereby, reducing agent effort.
Enables you to effortlessly handle all incoming customer inquiries from various communication channels within a single, integrated inbox.
Enables agents to provide 24/7 real-time chat support, enhancing customer experiences.
5 Collaboration features
Provides tools like private notes, tickets labels, @mentions and Ccs that can empower your staff to work together in finding solutions to complex issues.
Provides dashboards with comprehensive, up-to-date data to aid in decision-making.
Streamlines the customer experience by preventing duplicate responses to support tickets.
Protects customers and company data from unauthorized access.
BoldDesk lets users develop prewritten responses in multiple languages that help maintain consistent responses when handling frequently asked questions.
Organizes your contact data in a central location so your staff can obtain the most up-to-date information on customers’ situations.
BoldDesk integrates with various productivity tools to simplify your workflow and reduce data clutter.
Includes automation rules for setting response and resolution times and configurable notifications, alerts, and reminders to keep support teams and customers on track.
Pricing
| Agent-Based plans | Team-Based plans | Unlimited agents plans |
|---|---|---|
|
|
|
|
|
|
|
|
|
| Agent-Based plans |
|---|
|
|
|
| Team-Based plans |
|---|
|
|
|
| Unlimited agents plans |
|---|
|
|
|
Get in touch with us to schedule a 30-minute live demo to see how our shared inbox solution can best fulfill your requirements.
Free trial: Sign up for a 15-day trial, no credit card required.
2. HubSpot
HubSpot provides a shared inbox tool that enables different departments to have a unified platform for handling all communications.
Image Source: HubSpot
This software allows you to combine team emails, Facebook messages, live chat conversations, and chatbot interactions into a single hub where your team can see, manage, and respond to customer requests.
Main features of HubSpot
- Omnichannel support
- Integration options
- Automation
- Insights and analytics
- Email templates
| PRICING | |
|---|---|
| Free plan |
|
| Starter plan |
|
| Professional plan |
|
| Enterprise plan: |
|
Free trial: 14 days
3. Kayako
Apart from managing support tickets, Kayako also provides shared inbox software with built-in collaborative tools that allows teams to work together and track work progress.
Image Source: Kayako
The shared inbox tool integrates with other applications, enabling businesses to automate workflows and manage customer support requests.
Main features of Kayako
- Automation
- Multichannel support
- Integration options
- Email templates
- Reporting and analytics
| PRICING |
|---|
| Contact sales |
4. Help Scout
Help Scout provides shared inbox software that keeps all your customer service teams on the same page.
Image Source: Help Scout
Team leads can manage shared emails, assign members to discussions, communicate with colleagues, and label conversations using the shared inbox solution.
Main features of Help Scout
- Multichannel support
- Private notes
- Reports and analytics
- Collision detection
- Customer satisfaction ratings
| PRICING | |
|---|---|
| Standard |
|
| Plus |
|
| Pro |
|
Free trial: 15 days
5. ProProfs Help Desk
ProProfs Help Desk is a cloud-based shared inbox and customer support system that unifies all customer communication channels, requests, and queries into a single platform.
Image Source: ProProfs Help Desk
ProProfs offers internal notes, collision detection, and access controls. The ProProfs shared inbox software ensures team members work together without getting in each other’s way.
Main features of ProProfs Help Desk
- Automation
- Canned responses
- Multichannel support
- Reports and analytics
| PRICING | |
|---|---|
| Free plan |
|
| Paid plan |
|
Free trial: 15 days
6. Gmelius
Gmelius is an email collaboration platform that integrates into your current Gmail inbox, providing features to enhance email management and facilitate teamwork.
Image Source: Gmelius
It enables teams to establish email campaigns within Gmail, eliminating the need for an extra subscription to another tool.
Main features of Gmelius
- Email templates
- Reporting and analytics
- Automation
- Email analytics
| PRICING | |
|---|---|
| Growth |
|
| Pro |
|
Free trial: 7 days
7. Hiver
Hiver is also shared inbox software for teams that use Gmail. Hiver enables agents to allocate, monitor, and reply to customer emails directly through the Gmail interface, without extra software or a separate dashboard.
Image Source: Hiver
Hiver offers a set of collaborative features like private notes that can be attached to emails, ensuring agents have the correct context to reply quickly and accurately to email inquiries.
Main features of Hiver
- An easy-to-use Gmail interface
- AI assist features
- Canned responses
- Reports and analytics
- Real-time collaboration
- Collision detection
| PRICING | |
|---|---|
| Lite |
|
| Pro |
|
| Elite |
|
Free trial: 7 days
8. Missive
Missive’s shared inbox software enables users to manage personal and shared email accounts, instant messaging, and social media accounts from a single platform.
Image Source: Missive
Missive offers features like shared labels, task management, and integration with calendars and productivity tools.
Main features of Missive
- Omnichannel support
- Automation
- Integration options
- Email templates
- Mobile app
| PRICING | |
|---|---|
| Starter |
|
| Productive |
|
| Business |
|
9. Drag
Just like Hiver, Drag is for teams that seek a visual and collaborative way to manage shared inboxes while leveraging existing Gmail functionalities.
Image Source: Drag
Instead of a traditional list view, Drag uses Kanban boards that allow users to visually categorize, prioritize and assign emails. It can also be used with other Google Workspace applications, such as Google Calendar and Google Groups.
Main features of Drag
- Internal team chat
- Automation
- Integration options
- Security and privacy
- Email templates
| PRICING | |
|---|---|
| Free |
|
| Starter |
|
| Plus |
|
| Pro |
|
Free trial: 7 days
10. Helpwise
Helpwise is customer service software that provides a shared inbox tool and many other features for running an effective customer support team.
Image Source: Helpwise
Helpwise assigns individual team members passwords, has real-time chat functionality and task assignment, and ensures everyone’s on the same page with communication features.
Main features of Helpwise
- Multichannel support
- Reporting and analytics
- Automation
- Security and privacy
| PRICING | |
|---|---|
| Standard |
|
| Premium |
|
| Advanced |
|
Free trial: 7 days
11. Front
Front is a shared inbox solution that manages your accounts in one place to save time and optimize communication processes.
Image Source: Front
Front provides a central inbox for all the consumer communications that happen across social media, live chat, SMS, and email. An additional useful feature is collective email editing.
Main features of Front
- Integration options
- Rules and automation
- Internal discussions
- Reports and analytics
- Email templates
| PRICING | |
|---|---|
| Starter |
|
| Growth |
|
| Scale |
|
| Premier |
|
Free trial: 7 days
12. Groove
Groove is a shared inbox tool for customer support teams offering a unified inbox, ticket management, and customer engagement features.
Image Source: Groove
Main features of Groove
- Integration
- Reports and analytics
- Automation
- Customization options
| PRICING | |
|---|---|
| Standard |
|
| Plus |
|
| Pro |
|
Free trial: 7 days
Summary of shared inbox solutions
Here’s a summarized comparison of the best shared inbox tools on the market today.
| Ticketing tool & key features | Pricing plan |
|---|---|
| $12/agent/month |
| $15/2 users/month |
| Contact Kayako |
| $20/user/month |
| $19.99/user/month |
| $24/month |
| $15/user/month |
| $14/user/month |
| $8/user/month |
| $12/user/month |
| $19/user/month |
| $26/user/month |
| Ticketing tool & key features |
|---|
|
|
|
|
|
|
|
|
|
|
|
|
What are the key features of a shared inbox solution?
As you look for the right shared inbox solution for your business, there are certain features that should be on your must-have list.
Automated ticket routing
This feature automatically distributes incoming emails to specific team members or departments for quick responses and resolution. This distribution is based on predefined rules or criteria like the email’s content, sender, subject line, or keywords. This feature reduces the need for manual sorting and delegation, enabling a more organized and streamlined workflow within teams.
Collision detection
Collision occurs when two customer support agents unknowingly reply to the same email request and potentially provide conflicting information. Good shared inbox software can detect when such collisions occur and prevent you from replying multiple times to the same email.
Additionally, businesses can use a service recovery approach to rectify a service failure, appease dissatisfied customers, and regain their trust by implementing a solution to resolve the issue and make the customer satisfied again.
Collaboration features
Shared inbox software consolidates email messages into a single platform, making it easier for multiple users to work together in managing and responding to them. They utilize tools like multiple-user access, tags and categories, internal notes, and shared email templates that make team collaboration easy.
Integration options
Shared inbox software integrates with other productivity tools, such as task management solutions or help desk software. This streamlines workflows and ensures seamless communication with external contacts.
Analytics and reports
Shared inbox solutions often have analytics tools that offer insight into various aspects of their use, such as:
- Email response times
- Message volumes
- Individual and team productivity
- Customer satisfaction levels
- Peak activity periods
These insights can help managers identify trends, allocate resources more efficiently, set performance benchmarks, and confirm accountability among team members.
How to choose the right shared inbox solution
Here are some aspects to consider when choosing a shared inbox solution.
User friendliness
Look for a tool with an intuitive interface that is easy to set up. A straightforward setup process and user-friendly UI will ensure a smooth transition for your team.
Compatibility with your email provider
Ensure that the shared inbox tool works seamlessly with your current email provider for a hassle-free experience.
Pricing
Evaluate the cost of the shared inbox tool with your team’s size and future growth in mind. Some tools offer tiered pricing, so choose one that best aligns with your budget.
Access to data analysis
Look for shared inbox software that provides reports on metrics to help managers monitor team performance and enhance your customer service processes.
An all-in-one solution
Determine if the software provides added features that might benefit your team beyond shared inboxes. Such features may include SLA setup and reminders, collision detection, knowledge base software, shared labels, and integrations—all in one package.
Benefits of a shared inbox
Deploying a shared inbox in your organization can reap many advantages.
Improved agent collaboration
A survey commissioned by Khoros found that 77% of customers want customer support staff to collaborate so they don’t have to repeat themselves when seeking help. A shared inbox software allows your team members to work together in handling customer inquiries and pursuing sales leads. This collaborative effort ensures that customers receive comprehensive and timely solutions.
Enhanced accountability and transparency
With a shared inbox, managers can set ticket routing and service-level agreement rules and track ticket progress, resolution rates, and worklog reports.
This helps in:
- Ensuring that no emails are missed or forgotten.
- Reducing the possibility of multiple people responding to the same email.
- Monitoring agent performance.
- Ensuring that each team member is taking responsibility for their assigned tasks.
Better ticket categorization and prioritization
Unlike ordinary email providers, shared inbox solutions help categorize and prioritize customer communications to reduce clutter and confusion. This enables team leads to organize conversations by issue type or urgency, decide on how to assign them, and follow up on them easily. This makes it easier to manage the support workflow and ensures that no message ever slips through the cracks.
Fast response and resolution times
Getting a ticket to the right agent the first time cuts down on the time spent transferring it among agents or departments. It also eliminates the possibility of agents picking only the tickets they prefer to handle, which can often lead to more complex tickets being neglected.
With a shared inbox, your customer service team acts as one, providing faster, more consistent support. Implementing a customer focus strategy enables team members to identify customer trends and tailor their approach for a truly customer-centric experience.
In addition, features such as automated workflows and canned responses ensure that common questions are handled promptly and consistently. Furthermore, the integrated analytics in shared inboxes allow team leads to monitor response times and workload distribution, to help optimize team performance and further reduce customer wait times. .
Easy knowledge sharing
When all chats and ticket conversations are stored in one place, less experienced team members can learn from how their colleagues handle certain situations. This can be a valuable training tool and can help maintain high quality of service.
Select the right shared inbox solution for your business
While email remains a crucial communication tool, relying on individual email clients for customer service can lead to inefficiencies and missed opportunities. Don’t let chaotic inboxes hinder your communication with customers.
We hope the information we’ve provided will guide you in choosing the perfect shared inbox solution to transform how you communicate, coordinate, and collaborate at work. Is there a tool we might have missed? Feel free to comment below.
Recommended reads
TEST OUT ALL THE FEATURES OF BOLDDESK
Start your 15-day free trial with instant access
- No credit card required
- Easy setup
