Shared Inbox For Teams

Like email but way more powerful

Unanswered, Answered & Star

A collaborative inbox for all incoming tickets

SupportBee offers a collaborative inbox for all incoming tickets. These tickets are categorized as ‘Answered’ and ‘Unanswered’ to clearly communicate which ones need your immediate attention. Instead of imposing a default set of ticket states (like Open, Closed, and Pending), we help you achieve your desired workflow with a combination of features like Labels, Archive and Star. The listing in this team inbox is auto refreshed to offer a smooth collaborative experience, where changes made by other team members is updated in real time.

Private inbox for individual agents

All incoming tickets from the shared inbox can either be handled right there or be assigned to individual agents and teams. Each individual agent has a private inbox to access those tickets that are assigned to them. The ticket listing in this individual inbox is also classified as ‘Answered’ and ‘Unanswered’ to communicate action items.

Autorefresh lists

"The price jump between 3 and 4 agents in Zendesk is around $1000 a year and that wasn’t something that I was willing to spend. SupportBee works out very well for us because of the pricing based on volume."

Matt Coneybeare from UrbanApps

Matt Coneybeare, UrbanApps

Inbox for team emails

Teams are groups of users who belong to a particular department within an organization. Incoming tickets can be assigned to teams instead of individuals. Agents can access all their team tickets from the team inbox. SupportBee offers the ability to set up rules such that tickets are automatically assigned to teams without being displayed in the shared inbox. Teams can be set to be public or private. Private team tickets can only be accessed by admins or agents belonging to the team.

team inbox

Audit trail for accountability

In a collaborative environment where more than one person is handling emails, accountability becomes a requirement. The Audit trail feature helps in keeping everything accountable by logging all important actions taken on a ticket. There is also other relevant information like the time of action, and the name of the user who who took the action.

Actions that are documented include Archive, Unarchive, Spam, Unspam, Trash, Untrash, Assign, and Unassign. We also include Information on auto-response delivery, delivery of email from the email-after-archive app, and failure of mail delivery to recipients.

Audit trail for accountability

Reports to measure performance

A collaborative inbox is typically used in a business environment where performance matters. In the context of customer service emails, parameters for performance include response times, average time to resolve an issue, number of total emails and replies. With our Reports feature, all these parameters can be measured for individual agents, teams and category of tickets, and compared against each other.

Reports to measure performance