Questions about SupportBee's shared inbox?
Find answers to the most common questions about our shared inbox. Contact us for any other questions.
What is a shared inbox?
is an email mailbox that can be accessed by multiple users from their own unique login. These types of accounts grant users the ability to view, edit, and assign emails in a common forum that streamlines the team communication process. Work environments that require a high level of coordination among team members to fulfill email requests often benefit from shared inboxes. One typical example is support desk teams that collectively receive frequent and continuous requests from a large user pool.
A shared inbox is an important tool for modern customer support teams, especially when compared to simply sharing a single email account among team members. With a shared inbox, teams gain the ability to customize the view and preferences for each user and security control among accounts. Each user of a shared inbox logs in with their credentials and manages a unique dashboard based on their tasks and responsibilities. Utilizing a true shared inbox platform gives your team accountability and introduces additional email collaboration tools for addressing the needs of your customers.
What is email collaboration?
Email collaboration refers to a set of tools that can be used collectively among team members working to process email requests together. The term is broad, and an easy way to think about email collaboration is as an extension of many features we are accustomed to using for digital document collaboration, extended directly to an email inbox system.
features include sharing and reviewing draft email replies, posting and viewing comments, and assigning emails among team members. When the team has a real-time view of the current inbox and their responsibilities in one place, it prevents miscommunication and saves time. These email collaboration tools give the team a simple workflow from which to view, modify, and reply to emails from a single workspace, without the need to have offline discussions or share additional emails to prepare a reply.
Is a shared inbox the same as a collaborative inbox?
The terms “shared inbox” and “collaborative inbox” can be used interchangeably and refer to the same email environment – an email mailbox that can be accessed by multiple users from unique logins. This definition does differ from the term “shared email account,” which refers to an email account for which the same, universal login credentials are distributed among multiple team members. Having various team members logging into an email inbox at different times does not make it a true shared or collaborative inbox.
A key point to remember is that a shared/collaborative inbox is both shared and collaborative. Shared means the team members access the system through their own unique login. Collaborative means that the platform provides team members with an assortment of tools that allow them to view, modify, and reply to emails in a coordinated manner. These specific features can vary widely among systems, but most share the same core functionality. Some companies may use the term “shared inbox” or “collaborative inbox” to emphasize a particular feature of the solution they provide.