How do I set up a shared inbox for customer support requests?
Choosing a shared inbox tool
A shared inbox lets several people see and answer the same support email without losing track. Many email hosts offer shared mailboxes, while help desk tools add ticket status and internal notes. A small team may only need the first option at the start.
Look for features like assignment, internal notes and a clear history for each conversation. Those make a real difference once requests arrive every day. Shared folders for attachments can also help the team find past replies.
Setting up the routing
Start by choosing the address customers see and making sure replies come from it. Add team members with permissions that match their role. Create a simple rule, such as sending billing questions to one person and technical questions to another. Use clear names for each routing rule so new staff understand them quickly.
Review open requests at the start and end of each day. A short routine keeps messages from sitting unanswered for long stretches.
- Create one address for support.
- Give each person the access they need.
- Set a response goal, even a rough one.
- Review open requests twice a day.
Common mistakes
- Giving everyone admin access to the shared inbox.
- Forgetting to test replies from the new address before customers see it.
