Shared Inbox for Customer Support Teams

SupportBee’s shared inbox is designed for effective and effortless email collaboration.

Shared Inbox for Customer Support Teams by SupportBee

Emails slipping through the cracks?

It's not you, it's them! Email wasn't designed for collaborative customer support

Most organizations start their customer service journey with an email account. But what got you started isn’t good for scaling up your customer support. One of the biggest disadvantages of several team members sharing an email account for customer support is that of sharing a single login. The sharing model completely ignores individual agent preferences; offers no sense of ownership or accountability, thus resulting in an inefficient support process. This hurts your customers and your team’s morale.

You can overcome this hassle with SupportBee’s Shared Inbox. While offering the familiarity of an email interface we offer powerful email collaboration features to your team. For example, you can assign tickets to the right agent or customer support team, comment on tickets to discuss them, and share draft responses for review before sending them off to your customer.

SupportBee is designed for effective email collaboration

Packed with the must have features for email collaboration

New tickets show up instantly in SupportBee

Lightning Fast

Our importers are lightning fast - New tickets show up in SupportBee within a minute of customers emailing you. Screens auto update so there is no need to manually refresh the ticket pages.

Simple Workflow

Tickets in SupportBee are categorized as Answered, Unanswered or Archived. This clearly communicates which tickets in your shared inbox need your immediate attention. You can further customize your workflow by creating and assigning labels to the support tickets.

Simple workflow with Unanswered, Answered, and Archived
Comments to discuss tickets privately with the ability to mention team members

Comments for Discussions

When support agents require information from team members or feel the need to involve somebody else in a support thread, they can use comments. Comments offer a non-intrusive way to involve other members in a ticket. Comments are private and your customers never see them.

Draft Replies

Interacting with a high-value customer and want someone else to look over your answer once? You can save a draft and request a review from your team by tagging the reviewer in a comment.

Comments to discuss tickets privately with the ability to mention team members
Assign tickets to the right customer support agent in SupportBee

Assignments

All tickets in the shared inbox can either be handled right there or assigned to agents. 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.

SupportBee’s Shared Inbox is easy to setup

Our guiding philosophy is to keep SupportBee easy to setup and use.

Five Minutes Setup

SupportBee is designed to get you up and running in under five minutes.

Multiple Brands

Support multiple brands with ease in SupportBee using email signatures and other features.

Privacy Controls

Ensure the privacy of tickets by making them acccessible only to the right agents or teams.

Team Inbox for better organization

Create teams and assign tickets to them

Create teams like support, billing, and sales in SupportBee

Setup multiple teams

Some organizations let individual departments handle their own support instead of having a centralized customer support team handling all support requests. Such a workflow can be implemented by creating teams for each of the departments (like Sales, Billing) and adding members relevant to those teams.

Assign tickets to teams and specific team members

Just like you can assign tickets to agents, they can also be assigned to a team, and then further assigned to specific members of the team.

Assign tickets to the right customer support agent in SupportBee
Setup teams to mark all assigned tickets to be private

Private Team Inboxes

Teams can be setup so all the tickets assigned to them (manually or automatically) are visible only to the members of the team.

Manage your customer support without losing your mind

Easy to use reports, automation, and accountability make your customer support easy to manage

Setup teams to mark all assigned tickets to be private

Reports

Curious to see how the average first response time has been trending over the last 30 days? Or how many tickets a specific team has been handling every week? SupportBee offers you reports to measure the most important metrics like the average first response time, and the number of tickets and replies. Apart from getting an overview, these reports are available for agents, teams, and labels.

Automation

We offer several features like Snippets, Filters, and Integrations with popular software to help you automate and scale up your customer support without losing the personal touch.

SupportBee offers several features to automate workflows, including integrations
Audit trail to keep a track of who did what and when

Audit Trail

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 took the action.