The 12 Best Shared Inbox Tools to Help Manage Team Email

As a customer, sending an email to support@ or info@ is usually straightforward when I have an issue. But if the company isn’t using shared inbox tools, my email might get lost in a disorganized inbox, leading to delayed or missed responses.

When a customer support team shares an inbox without these tools, my email might slip through the cracks, buried among other messages — some replied to, others not. This can result in dissatisfied customers and potential churn.

Shared inbox tools solve this by allowing multiple people to manage a single inbox efficiently, ensuring better team organization and reduced customer frustration. For this post, I’ve researched and tested the highest-rated shared inbox tools to help you select the most useful ones. Keep reading to learn more about my recommendations and how these tools can help your team stay organized and satisfy your customers.

Table of Contents

• The Best Shared Inbox Tools
• What is shared inbox software?
• Shared Inbox Software Features
• Shared Email Management Best Practices
• How a Shared Inbox Helps Your Customer Service Team

What is shared inbox software?

A shared inbox is an email inbox that multiple users can access and uses an email alias like support@ or info@. Usually, these inboxes aren‘t owned by one person – instead, they’re managed by a team.

For example, the whole customer support team will have access to support@ and be responsible for ensuring they answer those emails promptly.

Why You Need Shared Inbox Software

Managing an inbox is relatively easy when only a few people are on your team, but the chances for miscommunication increase as your business scales. Have you ever had a customer email go unanswered, only to realize it days later?

Given this, inbox confusion is one of the biggest pains for customer support teams. It causes problems like misplaced emails, forgotten conversations, duplicated responses, and sending emails to the wrong people. It's too easy to make mistakes when several people work on a shared inbox, which puts your entire customer service workflow at risk.

A customer service collaborative email inbox provides a solution that helps teams work together effectively, allowing all the information to be available within a single location.

Free Shared Inbox Tool

Connect all your messaging tools in one shared inbox to streamline personalized conversations with prospects and customers.

• Generate leads from messaging channels
• Connect contacts with the right people
• Get the full picture of all your contacts
• And more!

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Shared Inbox Software Features

Below are some specific capabilities that most shared email inbox tools include.

1. Group Email Management

Managing email addresses like support@ and info@ centrally is a key feature of shared inbox software. This central access speeds up responses and prevents emails from falling through the cracks. Assigning emails to specific agents clarifies responsibilities, avoiding duplicate replies and abandoned emails.

2. Collision Detection

Collision is that uncomfortable moment when you realize that two people on your team replied to the same customer twice and gave them different information. You can prevent this scenario with shared inbox tools by assigning incoming tickets to agents. You can assign tickets through routing rules or by having agents manually assign themselves inquiries at the top of the ticket queue.

3. Automated Emails

Most shared inbox tools allow you to use macros and canned responses. Especially for simple customer queries, they can help your team deliver faster responses so they can focus on making your customers happy. Canned responses also help your team's consistency and correctness by using proven answers from your shared inbox.

4. Internal Discussions

Using internal notes to embed critical information directly into each email is not only a time-saver but essential to delivering personalized replies to your customers. All relevant information will be visible to your team, simplifying the entire process. That's why most shared inbox tools allow you to talk to teammates using internal comments in the original email, instead of forwarding or replying-all.

5. Insights and Analytics

While not all shared inbox tools on the market offer analytics, it's definitely a nice feature. Since 82% of customers expect their issues to be resolved immediately, tracking email response times and performance is essential. Analytics can help you stay on target, decide whether you need to hire more help and find out which areas you need to improve to meet your ultimate goal of delighting customers.

1. HubSpot

Supported email inboxes: Gmail, Office 365, and other email clients

HubSpot's CRM is one of the leading CRM apps on the market. By signing up for this free CRM, you get access to the conversations tool, which includes the ability to connect your team email aliases to a shared inbox. By linking your email aliases to the shared inbox, you'll connect your sales, marketing, and customer service teams to one place so they can view, manage, and reply to all conversations.

Part of delivering excellent customer support is having all the information you need at hand. Because HubSpot's free CRM integrates team email, your team will have immediate access to contact information and can craft effective, personalized responses.

HubSpot also features free productivity tools that quickly give your customers the answers they need using templates, canned responses, and documents – without ever leaving your inbox. Check out that feature in the image below.

Features

• Seamless CRM integration: Automatically pulls in customer data from HubSpot CRM, providing a comprehensive view of all interactions.
• User-friendly interface: Offers intuitive features like email templates and internal notes for effective communication.
• Comprehensive analytics: Track email performance, response times, and team productivity with detailed reporting tools.
• Automation capabilities: Automates tasks like email ticketing and follow-ups, helping teams stay organized and responsive.

Pros

• Integrated CRM: Unifies customer interactions across channels, providing a centralized view of all customer data. This integration helps in crafting more personalized and effective responses.
• Enhanced collaboration: Teams can easily collaborate on responses with internal comments, notes, and task assignments within email threads, ensuring that no email is missed.
• Automation and yemplates: Streamlines responses and improves productivity by using automation for routine tasks and email templates for quick replies.
• Scalability: HubSpot's shared inbox tool can easily scale with your business, making it suitable for both small teams and large enterprises.

Cons

• Complexity for Small Teams: The numerous features might be more than smaller teams need.

Best for: Teams looking for an integrated CRM and customer support solution.

What I like: I‘m a big fan of how the shared inbox tool integrates with HubSpot’s CRM, providing a unified view of customer interactions. I also appreciate that the tool groups all email aliases in one collaborative inbox for smooth communication. Additionally, the customizable templates are helpful for quick responses, amplifying consistency and efficiency in customer responses.

Need help crafting your customer service emails? Download 50 Customer Service Email Templates here.

2. ProProfs Help Desk

Supported email inboxes: Gmail, Outlook, Yahoo, and Office 365

ProProfs Help Desk offers a feature-rich shared inbox tool to help your team manage multiple team inboxes in one place.

Features

• Shared inboxes: Manage multiple team inboxes from a single platform.
• Collision detection: Prevents multiple agents from responding to the same email.
• Internal notes: Allows team members to add private notes to tickets.
• Parent-child ticketing: Breaks down complex queries into manageable sub-tickets.
• Multi-channel support: Tracks customer messages from live chat, chatbots, web forms, and more.

Pros

• Comprehensive email management: Centralizes multiple inboxes into one platform.
• Versatile communication channels: Supports email, live chat, chatbots, and web forms.

Cons

• Limited customization: Some users find the customization options for workflows and reports limited.
• Learning curve: The extensive feature set may require time for new users to grasp fully.

Best for: Small to medium-sized businesses looking for an affordable and comprehensive shared inbox tool.

What I like: I found ProProfs Help Desk’s automatic email assignment especially helpful, as it ensures balanced workloads – a must for customer service teams. I also liked the chatbot capability, which boosts efficiency and customer engagement. The platform also provides insightful metrics for team performance and improvement areas.

3. Helpmonks

Supported email inboxes: Gmail, Office 365, and forwards emails from your own server

Helpmonks is one of the few shared inbox tools that allows you to host on your own server, offering greater control and security for organizations that need it. It's built to support teams of all sizes by providing a centralized platform for managing emails effectively.

Features

• Self-hosting option: Host on your own server for added control and security.
• Internal notes: Allows team members to add private notes to emails.
• Email assignment: Assigns emails to specific team members to ensure accountability.
• Auto-tagging: Automatically tags emails based on content for easy organization.
• Automated responses: Sets up automated replies to handle common inquiries.

Pros

• Full-featured CRM: Data-storing capabilities extend shared inbox functionality into a CRM.
• Budget-friendly: No user limit on the basic plan, making it affordable for any size organization.
• Enhanced control: Self-hosting option provides greater control over data.

Cons

• Complex setup: Self-hosting may require more technical expertise.
• Limited advanced features: The basic plan may lack some advanced features found in premium plans.

Best for: Organizations of any size looking for a budget-friendly shared inbox tool with CRM capabilities and the option to self-host.

What I like: I found Helpmonks’ automated triggers to be especially helpful for labeling, sorting, and assigning conversations to teams, organizing emails and eliminating chaos. I liked how Multiple reps can work within the inbox simultaneously, and collision protection prevents duplicate efforts, enhancing team efficiency and communication.

4. Kayako

Supported email inboxes: Gmail, Office 365, and other email clients

Kayako is a feature-rich help desk that also offers a shared inbox tool. The shared inbox tool focuses primarily on unifying your customer's interactions across email, Facebook, Twitter, and live chat channels while keeping all conversations organized and accessible.

Features

• Unified customer interactions: Consolidate customer interactions from email, Facebook, Twitter, and live chat into one organized inbox.
• Customer satisfaction insights: Gain insights into customer satisfaction and track metrics like first reply time.
• Automated email assignment: Automatically assign emails based on their content for efficient workflow management.

Pros

• Multi-channel support: Unifies customer interactions across various channels into one collaborative inbox.
• Collaboration tools: Collaborate behind the scenes with team chat to ask questions and ensure customers receive accurate information.
• Insightful analytics: Provides insights into customer satisfaction and first reply times to improve support quality.

Cons

• Cost: Higher-tier plans can be expensive for small businesses.
• Learning curve: The broad features and advanced customization might require time to utilize fully.
• Limited basic plan: The lowest plan lacks features like advanced reporting and custom fields.

Best for: Medium to large-sized support teams looking to unify customer interactions across multiple channels (including social media) and improve collaboration.

What I like: I found Kayako’s ability to house all customer conversations across different social channels in one collaborative inbox, ensuring seamless support, to be what makes the tool really standout. The internal chat feature allows teams to collaborate behind the scenes, providing the most relevant information to customers.

Free Shared Inbox Tool

Connect all your messaging tools in one shared inbox to streamline personalized conversations with prospects and customers.

• Generate leads from messaging channels
• Connect contacts with the right people
• Get the full picture of all your contacts
• And more!

Get Started for Free

5. Front

Supported email inboxes: Gmail, Office 365

Front is a popular shared inbox software that unifies various channels, including email, SMS, Facebook, Twitter, and live chat, into one collaborative platform. It promotes team collaboration through features like internal comments and shared drafts and offers extensive app integrations.

Features

• Unified communication channels: Manage emails, SMS, Facebook, Twitter, and live chat in one app for comprehensive customer interactions.
• Collaborative editing: Edit emails as a team with shared drafts, similar to Google Docs.
• Internal comments: Add private comments within email threads for better internal communication.
• Email assignment: Assign emails to specific team members to ensure clear responsibility.

Pros

• Omnichannel support: Manage messages across various platforms from a single interface.
• Enhanced team collaboration: Features like shared drafts and internal comments prevent duplicate responses and improve teamwork.
• Comprehensive integrations: Streamline workflows and increase productivity by connecting your inbox to over 50 apps, including Asana and HubSpot.

Cons

• Cost: The comprehensive feature set may be expensive for smaller businesses.
• Learning curve: The feature-filled functionality may require some time to learn thoroughly.

Best for: Front is suitable for large teams and enterprises and is designed to support high volumes of messages and detailed collaboration. Front also provides tools that grow with the team size, making it a good fit for mid-sized teams as well.

What I like: I was really impressed by how Front brings all communication channels together into one platform. Internal comments and shared drafts make teamwork smoother, and tagging people in email comments makes teamwork easy. Plus, the detailed analytics and numerous app integrations boost efficiency and add a lot of flexibility.

6. Missive

Supported email inboxes: Any email client

Missive is a full email client designed to improve communication by integrating all your email accounts, including private and team inboxes, into one platform. It supports various email setups and also allows you to manage Facebook, SMS, and Twitter accounts from a single interface. This comprehensive approach ensures that all your interactions are organized and easily accessible.

Features

• Combined email and chat: Integrates email and chat in one app for seamless communication.
• Shared labels and internal comments: Organize conversations with shared labels and add private comments.
• Task assignments: Assign tasks directly from the email interface to ensure clear responsibility.
• Real-time collaboration: Work on conversations in real time to improve response times and efficiency.
• Multi-channel management: Manage emails, Facebook, SMS, and Twitter accounts from a single platform.

Pros

• Versatile support: Supports team inboxes, private email accounts, and social media channels.
• Task management: Features like task assignments and shared labels improve organization and accountability.

Cons

• Learning curve: The combined email and chat interface may take some time to get used to for new users.
• Cost: Can be expensive for small teams or businesses.

Best for: Teams looking for a tool that combines email and chat for real-time collaboration and improved interactions.

What I like: I found Missive to be a versatile tool for team communication. I like how it integrates email and chat, enhancing real-time collaboration. It allows for managing team inboxes, private email accounts, and social media (Facebook, SMS, Twitter) in one place.

7. Hiver

Supported email inboxes: Gmail

If you use Gmail as your email client, the Chrome extension Hiver might be a good option for your team. Hiver lets you manage and collaborate on shared inboxes right from your Gmail inbox, which means a low learning curve because you keep your original inbox interface.

Features

• Email delegation: Assign emails to specific team members directly from the inbox.
• Shared drafts: Work together on email drafts before sending them out.
• Collision detection: Prevent multiple agents from responding to the same email.
• Automation and tags: Automate workflows and organize emails with tags.

Pros

• Seamless integration: Works directly within Gmail, ensuring a user-friendly experience with no learning curve.
• Enhanced collaboration: Features like shared drafts, internal notes, and comments facilitate team collaboration.

Cons

• Limited customization: Some users may find the customization options for workflows limited.
• Exclusive to Gmail: Only supports Gmail, which may not be ideal for teams using other email clients.

Best for: Teams using GSuite looking for an integrated shared inbox solution within Gmail.

What I like: I’m fond of Hiver’s simple integration with Gmail, making it easy to use without a learning curve. I like the ability to delegate tasks and track email progress, ensuring timely customer assistance. The comment, chat, and note-sharing features elevate team communication, making Hiver a great choice for effective email management within Gmail.

8. Helprace

Supported email inboxes: Gmail, auto-forwards emails from various mailbox providers

Helprace is a comprehensive ticketing system that excels in shared inbox management. Designed to organize communications and boost teamwork, it allows customized responses and specific channels for different customer interactions. This adaptability makes Helprace ideal for teams seeking to enhance support efficiency and personalization.

Features

• Automated ticket routing: Route tickets automatically based on user group, organization, or other attributes.
• Internal notes and tags: Add private notes and tags to emails for better organization and team collaboration and prevent duplicated efforts.
• Customizable responses: Customize your responses to look like emails to customers or use the visual editor to create custom designs.
• Multiple channels: Create distinct channels within your shared inbox (questions, ideas, problems, and praise) for better categorization and management.

Pros

• Efficiency: Automated ticket routing improves the handling of incoming tickets, ensuring they reach the right team quickly. Features like macros, filters, and saved replies enrich productivity.
• Customization: Offers a high level of customization for responses and ticket designs, allowing you to maintain consistent branding.
• Self-service options: Allows customers to help themselves through a well-maintained knowledge base.

Cons

• Limited reporting and analytics: Some users feel the current reporting tools are basic and could be more detailed.
• Few integrations: There are limited integration options with other tools and platforms.

Best for: Small to medium-sized businesses looking for a budget-friendly customizable ticketing system with shared inbox capabilities that can be tailored to fit specific organizational needs.

What I like: I appreciate Helprace's user-friendly nature and intuitive design. The seamless integration of multiple customer service tools, including ticketing, knowledge base, and community features, enhances customer interaction. The robust feedback and community tools make it a well-rounded platform for support teams.

9. Helpwise

Supported email inboxes: Gmail, Outlook/Office 365, email forwarding from any other service provider

Helpwise is a customer communication platform that goes beyond just email. With Helpwise, you can manage customer queries across different channels by creating shared inboxes for each channel, including email, live chat, WhatsApp, SMS, and social media apps.

Features

• Multi-channel support: Manage email, SMS, WhatsApp, live chat, and social media from a single platform.
• Universal inbox: Handle all customer questions from various platforms in one spot and in less time.
• AI auto prioritization: AI analyzes conversations based on keywords, sentiment, and customer behavior to prioritize important issues automatically.
• Extensive integrations: Integrates with various business tools for seamless operations.

Pros

• Comprehensive communication: Supports multiple channels, making it super versatile for interacting with customers.
• Efficient collaboration: Boost teamwork with tools like real-time chat, message assignment features, and collision detection.
• Intuitive interface: Easy to navigate with a minimal learning curve.
• Automation tools and analytics: Empowers users to optimize support processes with tools like automation and analytical report

Cons

• Limited customization: Some users may find customization options limited compared to other tools.
• Mobile app needs improvement: The mobile app is fairly basic and requires additional development.

Best for: Small to medium-sized businesses looking for a cost-effective solution to manage customer interactions across various channels and those looking to integrate their support channels, such as email, SMS, and social media, into one platform for improved customer service.

What I like: Helpwise impressed me with its simple yet powerful features for team collaboration and communication. I like how it combines conversations from SMS, email, WhatsApp, and social media in one place. The intuitive interface, handy automation, and integration with business tools make it super user-friendly.

10. Help Scout

Supported email inboxes: Any Email Client

Help Scout is all about keeping customer support simple and efficient. It’s a full-service platform that keeps your customer interactions organized and accessible, helping your team provide top-notch support. Plus, it integrates perfectly with HubSpot, making it even more powerful for managing customer interactions.

Features

• Knowledge base: Provide customers with self-service support through a comprehensive knowledge base.
• Live chat: Engage with website visitors in real time via integrated live chat.
• Contact activity tracking: View all activity for a contact, including saved replies and private notes.

Pros

• Speed and efficiency: Streamlined UX and automated actions reduce time spent on tasks.
• Comprehensive platform: Includes a shared inbox, knowledge base, and live chat for a full-service solution.
• Integration with HubSpot: Seamlessly integrates with HubSpot for enhanced functionality.

Cons

• Initial setup: Getting the hang of all the features and customizing them to fit your needs can take some time.

Best for: Help Scout is perfect for support teams looking for a full-service platform that combines a shared inbox, knowledge base, and live chat. It's especially great for businesses that need speed, efficiency, and integration with tools like HubSpot.

What I like: I’m a fan of how Help Scout lets me set up automatic replies to handle basic queries, providing more bandwidth to focus on essential issues. The “mention” tool is a game-changer, making it easy to tag other agents and keep everyone in the loop. And the integration with HubSpot? That takes it to another level, making it a powerful tool for managing customer interactions.

Free Shared Inbox Tool

Connect all your messaging tools in one shared inbox to streamline personalized conversations with prospects and customers.

• Generate leads from messaging channels
• Connect contacts with the right people
• Get the full picture of all your contacts
• And more!

Get Started for Free

11. Cerb

Supported email inboxes: Forwards emails from your own server, uses Zapier to connect email clients

Cerb isn’t your typical out-of-the-box solution. It offers a fully customizable workspace for building collaborative environments tailored to your needs. Unlike many solutions, it integrates easily with any API-based service. Cerb transforms standard POP3/IMAP mailboxes (e.g., support@, team@) into efficient, team-based webmail systems.

Features

• Shared inbox: Manage emails with notifications, calendars, project boards, and community portals.
• Integration options: Use webhooks, plugins, and APIs to connect with your existing tools.
• Project management tools: Includes average response times, calendars, and task management to streamline workflow.
• Zapier integration: Connects with various email clients using Zapier for enhanced functionality.

Pros

• High customizability: Allows you to tailor the workspace to fit your specific workflow and team needs.
• Comprehensive tools: Combines email management with robust project management features.
• Open source: All of the source code is available on GitHub.
• Adaptable deployment options: Can be deployed either as a managed subscription service on the cloud or self-hosted on your own hardware.

Cons

• Complex setup: The high level of customization can require a steep learning curve.
• Cost: May be expensive for smaller teams or businesses needing fewer features.

Best for: Cerb is great for teams looking for a workspace they can customize, with email management, project management, and collaboration tools all in one place. It's especially useful for businesses needing many integration options and a personalized workflow.

What I like: I found Cerb's customizable, open-source email inbox a refreshing change from the other closed-source shared inbox tools. The flexibility to tailor your inbox to specific needs is a huge plus. The project management tools, like response times and calendars, make managing tasks and deadlines a breeze. Plus, Cerb can be deployed as a managed cloud service or self-hosted, which is a much-appreciated option for many companies concerned about data control and security compliance.

12. Drag

Supported email inboxes: Gmail

Drag transforms Gmail into an all-in-one workspace for teams. It integrates a shared inbox, task management, and internal team chat directly into your Gmail account. This setup is perfect for streamlining workflows and keeping everything organized within a familiar interface, reducing the need to switch between multiple tools.

Image Source

Features

• Shared inbox: Collaborate on emails with activity logs, assignments, notes, and shared drafts.
• Task management: Manage tasks directly within Gmail, with checklists and task notes to stay organized.
• Internal team chat: Communicate with your team directly within the app.
• Project boards: Create columns within your Gmail inbox to separate emails by content.
• Analytics: Track key metrics to monitor team performance and optimize processes.

Pros

• Gmail integration: Works directly within Gmail, eliminating the need to switch between platforms.
• Comprehensive tools: Combines email management, task management, and team interactions in one platform, streamlining workflow and increasing productivity.
• Automation: Automates repetitive tasks such as email responses and task assignments.

Cons

• Gmail-exclusive: Limited to Gmail, which may not suit teams using other email clients.
• Learning curve: Due to the tool's wide range of features, it may take time for users to fully harness its capabilities and integrate it effectively into their workflows.

Best for: Drag is ideal for Gmail-using teams that need a one-stop solution for handling emails, tasks, and team communication. It benefits teams looking to bridge the gap between email and task management.

What I like: I appreciate Drag's Trello-like boards that let you create columns within your Gmail inbox, making it easy to visualize workload and identify relevant conversations. Integrating task management tools and internal team chat within Gmail is a game-changer.

Shared Email Management Best Practices

Managing a shared inbox can feel like a juggling act, but with a few smart strategies, your team can stay on top of things and keep customers happy. Here are some best practices to ensure your team handles shared emails efficiently.

1. Set clear responsibilities.

Assign specific roles and responsibilities to each team member to reduce overlap and improve response times. Ensure everyone knows who’s doing what to prevent confusion and ensure accountability.

For example, you can designate team members to handle specific types of inquiries or particular clients. In my experience, having clear roles cuts down on the chaos and keeps your team happy. I asked Kaitlin Milliken, a senior program manager at HubSpot, to share her advice on this tip.

“In my first job ever, I was one of three people managing the editor@ email address for a publication. My supervisor and I set a schedule. She would check the inbox and answer queries three days a week. I would manage the email the other two days,” Milliken says. “It saved us both a lot of time and made sure there was no duplicate work.”

2. Use tags and filters.

Tags and filters are your best friends when it comes to keeping things organized. I like to sort emails by priority, client, or topic to make them easier to manage. I’m a big fan of creating different folders in my inbox as well. In the past, I’ve made sure to communicate my organizational system with my team so no one ends up confused.

Remember: Not all emails are created equal. When working in a shared inbox, I always make sure to respond to high-priority emails first and handle urgent matters promptly. I recommend using a priority tagging system to flag urgent emails, which can help you manage your workload effectively.

Pro tip: Setting up automated filters to tag incoming emails saves a ton of time and keeps your inbox from turning into a black hole.

3. Regularly clean up.

A cluttered inbox is a productivity killer. Make it a habit to archive old conversations and delete unnecessary emails. I like to schedule a weekly cleanup to keep things in order. This has two benefits: First, I can make sure that I’m not overwhelmed by the number of emails in the shared inbox. Second, I can make the inbox cleaner and more manageable for my teammates.

If you have the time, I recommend deleting spam emails throughout the week. This will allow your regular cleanups to focus more on organizing important messages and archiving completed tasks.

4. Standardize responses.

Email templates and canned responses are a game-changer for handling common queries. They save time and ensure that your responses are consistent, professional, and in line with your company's tone of voice. Not only do I use this tip, but Milliken also makes use of standardized responses for her program at HubSpot.

“I send out dozens of emails every week,” says Milliken, who works with a team of over forty freelance writers. “If I have a message I want to communicate or assignments to make, I always start from a template. This makes sure that everything is communicated professionally and nothing is left out.”

Pro tip: I recommend building a library of templates that your team can quickly customize as needed.

5. Monitor performance.

Keep a pulse on how your team is doing by tracking response times and email handling efficiency. Use analytics tools to spot areas for improvement.

One common challenge is responding to messages in a shared inbox in a timely manner. In the past, I’ve made sure we’re prompt to respond to urgent messages, have a process for managing less pressing questions, and delete spam emails to keep things running smoothly.

In my experience, setting up regular check-ins to discuss these metrics helps keep the team focused and motivated.

6. Provide regular training.

If you work in service, you’ll likely have new team members joining shared inboxes, and other colleagues move on to different tasks. As inbox ownership changes hands, training becomes even more essential. Ensure all team members understand the rules related to your shared inbox and any tools that you use.

I recommend holding either regular training sessions or creating an onboarding guide with videos to help onboard your team. This helps keep everyone up to speed on new features and strategies.

Another training tip? Make sure that any important guidelines — especially those related to response time — are clearly communicated.

“In a past role, I was on a shared email inbox. Our standard was to respond to all inquiries within 24 hours. That was a rule that everyone on the team knew,” Milliken says.

7. Use automation wisely.

Take advantage of automation features to handle routine tasks, like sorting emails, sending auto-responses, or assigning emails to the right team members. Automation can free up your team to focus on more complex tasks. Start with simple automation rules and add more as you go along.

In my experience, automation can make a big difference when communicating with clients. Even a simple automatic message that says your question has been received can show your users how much you care.

8. Document everything.

“My previous roles were on small teams. From shared inboxes to customer questions, I always advocated for documentation. Sure, it takes time to write it all down, but sharing how we should respond and best practices saved everyone time in the long run. I can’t emphasize it enough: Document everything,” says Milliken.

I couldn’t have said it better myself. Document all procedures related to shared inbox management, including handling specific types of emails, using templates, and following up with clients. A comprehensive guide ensures consistency and serves as a reference for new team members.

Beyond training documents, you should also keep track of important messages. I recommend creating a Google Document or Slack channel so you can record internal notes and comments. You can then discuss emails within the team. Internal notes keep everyone on the same page and ensure a coordinated response.

How a Shared Inbox Helps Your Customer Service Team

After testing out these shared inbox tools, I was surprised by how much they can transform team communication and customer service. Each tool offers unique features that cater to different needs, making it crucial to find the one that best fits your team's workflow and style.

Here are some of my biggest takeaways:

• Customization is key: Tools like Cerb and Missive stood out for their high level of customization. They allow teams to tailor their workspace to fit specific workflows, which is a huge advantage for businesses with unique needs.
• Integration capabilities make a tool stand out: HubSpot‘s CRM integration and Front’s extensive app integrations are perfect examples of how these tools can boost overall productivity by connecting different aspects of your business.
• Automation features are ideal: Automation is a game-changer. Helpwise‘s AI auto-prioritization and Drag’s automation rules streamline processes, save time, and ensure critical issues are addressed promptly.

My Favorite Tools

As a HubSpot user, my top pick is HubSpot’s shared inbox tool. Its seamless CRM integration offers a unified view of customer interactions, perfect for personalized support. The user-friendly interface, robust collaboration tools, and comprehensive analytics boost team efficiency and customer satisfaction.

Another standout is Help Scout. It keeps customer support simple and effective with features like a shared inbox, knowledge base, and live chat. The integration with HubSpot adds functionality, making it powerful for managing interactions. The automatic reply setup and mention tool help teams focus on high-priority issues and maintain smooth communication.

Shared inbox tools are essential for enhancing email management and team collaboration. Whether you need a customizable solution like Cerb, a versatile platform like Help Scout, or an integrated system like HubSpot, there’s a tool to fit your needs. Explore these options to find the best fit for your business.

Adopting a shared inbox tool will boost productivity and elevate customer service, leading to happier customers and a smoother workflow. Happy exploring!

Editor's note: This post was originally published in June 2019 and has been updated for comprehensiveness.

Free Shared Inbox Tool

Connect all your messaging tools in one shared inbox to streamline personalized conversations with prospects and customers.

• Generate leads from messaging channels
• Connect contacts with the right people
• Get the full picture of all your contacts
• And more!

Get Started for Free