12 Best Shared Inbox Tools for Collaborative Teams

Are you overwhelmed by overflowing email inboxes and lagging responses? Is keeping everyone on your team accountable a difficult task? With the best shared inbox tools, companies can streamline communication, improve response times, and effortlessly track customer issues.

Switching between individual email accounts seems to work well for small teams, but it quickly becomes impractical as your business grows. When the email volume overwhelms a single point of contact, it’s time to switch to shared inbox software.

This blog explores shared inbox tools and their benefits. It then showcases some of the best shared inbox tools available today.

What is a shared inbox?

A shared inbox is a common email address that multiple team members use to read and respond to emails collectively.

It is used by businesses to manage communication with staff, customers, or other external parties more efficiently.

For example, a shared inbox might be used for customer service (support@example.com), sales inquiries (sales@example.com), or general information (info@example.com)

What is shared inbox software?

Shared inbox software is a platform that allows multiple users to send, receive, and manage messages from multiple communication channels.

With the right shared inbox software, customer service representatives can access a customer’s background information, work together to address customer inquiries and coordinate activities using a shared calendar.

How to implement a shared inbox work

Each shared inbox tool comes with its own set of features and may work differently. Following is a basic outline of how to implement a shared inbox.

1. Set up shared inbox software

You need to decide on the platform you will use for your shared inbox. This could be an email messaging platform like Gmail shared inbox or contact management software like BoldDesk.

An administrator then creates a new email address or group that your team will use to receive messages.

2. Grant access and define roles and permissions

The admin invites team members to access the shared inbox and assigns roles and permissions based on each team members responsibilities.

For instance, you can give managers complete access while granting members who simply need to stay informed read-only access.

3. Aggregate messages from different channels

Email forwarding is then configured so that messages from a variety of channels, such as email, chat, and social media, are sent to the designated email address.

Real-time viewing and response to incoming messages is possible for agents who have shared inbox access.

4. Setting up automatic ticket assignment

The admin can set up the shared inbox program to automatically assign specific requests to specific team members according to their workload or area of expertise.

5. Monitoring performance and reports

Managers can set up and keep an eye on metrics like first response times, message volume, and time to resolution to assess and improve the support team’s efficiency.

Additionally, managers can use a customer satisfaction score CSAT survey to track customer satisfaction levels after interacting with an agent.

The customer feedback will indicate how well the agent resolved the issue, their communication skills, and their overall helpfulness.

12 Best shared inbox software solutions for businesses

If you want a better way to handle email in your organization, take a look at these 12 team inbox tools that can boost your team’s email support.

1. BoldDesk®

BoldDesk’s shared inbox tool consolidates support requests from all communication channels, including email, live chat, social media, and the mobile app, into a single platform to streamline customer communication.

BoldDesk’s shared inbox solution provides features such as roles and permissions, collision detectors, and task management that empower teams to:

• Collaborate effectively.
• Reduce customer service response times.
• Provide exceptional customer experiences.
• As one of the leading Helpscout alternatives, BoldDesk is a standout comprehensive solution for streamlining customer support operations.
• It includes multiple help desk features, such as task prioritization, smooth integration, and a knowledge base

Main features of BoldDesk

• Automated ticket routing: All incoming support requests are automatically converted into tickets and assigned to the most appropriate agents for quick resolution.
• AI-powered assistance: Includes inbuilt AI Copilot features that help support representatives translate and summarize tickets quickly, understand customer emotions, and frame appropriate responses to meet customer expectations.
• Omnichannel support: The omnichannel inbox lets you effortlessly handle all incoming customer inquiries from various communication channels within a single, integrated inbox.
• Live chat: Live chat software that enables agents to provide 24/7 real-time chat support, enhancing customer experiences.
• Collaboration features: It provides tools like private notes, ticket labels, @mentions, and Ccs that can empower your staff to work together to solve complex issues.
• Analytics and reporting tools: Provides reporting and analytics dashboards with comprehensive, up-to-date data to aid in decision-making.
• Unlimited integration options: BoldDesk integrates with number of productivity tools to simplify your workflow and reduce data clutter.
• Collision detection: Streamlines the customer experience by preventing duplicate responses to support tickets.
• Custom email templates: BoldDesk lets users develop prewritten responses in multiple languages to help maintain consistency when answering frequently asked questions.
• Efficient customer data management: Organize your contact data in a central location with an efficient contact management system so your staff can obtain the most up-to-date information on customers’ situations.
• Enhanced privacy and security: Includes robust privacy and security features that protect customers and company data from unauthorized access.

Free trial: Sign up for a 15-day free trial; no credit card is required.

2. HubSpot

HubSpot provides a shared inbox tool that enables different departments to have a unified platform for handling all communications.

This software allows you to combine team emails, Facebook messages, live chat conversations, and chatbot interactions into a single hub where your team can see, manage, and respond to customer requests.

Main features of HubSpot

• Omnichannel support
• Integration options
• Automation
• Insights and analytics
• Email templates

Free trial: 14 days

3. Kayako

Apart from managing support tickets, Kayako also provides shared inbox software with built-in collaborative tools that allows teams to work together and track work progress.

The shared inbox tool integrates with other applications, enabling businesses to automate workflows and manage customer support requests.

Main features of Kayako

• Automation
• Multichannel support
• Integration options
• Email templates
• Reporting and analytics

Pricing

Contact sales

4. Help Scout

Help Scout provides shared inbox software that keeps all your customer service teams on the same page.

Team leads can manage shared emails, assign members to discussions, communicate with colleagues, and label conversations using the shared inbox solution.

Main features of Help Scout

• Multichannel support
• Private notes
• Reports and analytics
• Collision detection
• Customer satisfaction ratings

5. ProProfs Help Desk

ProProfs Help Desk is a cloud-based shared inbox and customer support system that unifies all customer communication channels, requests, and queries into a single platform.

ProProfs offers internal notes, collision detection, and access controls. The ProProfs shared inbox software ensures team members work together without getting in each other’s way.

Main features of ProProfs Help Desk

• Automation
• Canned responses
• Multichannel support
• Reports and analytics

6. Gmelius

Gmelius is an email collaboration platform that integrates into your current Gmail inbox, providing features to enhance email management and facilitate teamwork.

It enables teams to establish email campaigns within Gmail, eliminating the need for an extra subscription to another tool.

Main features of Gmelius

• Email templates
• Reporting and analytics
• Automation
• Email analytics

7. Hiver

Hiver is also shared inbox software for teams that use Gmail. Hiver enables agents to allocate, monitor, and reply to customer emails directly through the Gmail interface, without extra software or a separate dashboard.

Hiver offers a set of collaborative features like private notes that can be attached to emails, ensuring agents have the correct context to reply quickly and accurately to email inquiries.

Main features of Hiver

• An easy-to-use Gmail interface
• AI assist features
• Canned responses
• Reports and analytics
• Real-time collaboration
• Collision detection

8. Missive

Missive’s shared inbox software enables users to manage personal and shared email accounts, instant messaging, and social media accounts from a single platform.

Missive offers features like shared labels, task management, and integration with calendars and productivity tools.

Main features of Missive

• Omnichannel support
• Automation
• Integration options
• Email templates
• Mobile app

9. Drag

Just like Hiver, Drag is for teams that seek a visual and collaborative way to manage shared inboxes while leveraging existing Gmail functionalities.

Instead of a traditional list view, Drag uses Kanban boards that allow users to visually categorize, prioritize, and assign emails.

It can also be used with other Google Workspace applications, such as Google Calendar and Google Groups.

Main features of Drag

• Internal team chat
• Automation
• Integration options
• Security and privacy
• Email templates

10. Helpwise

Helpwise is customer service software that provides a shared inbox tool and many other features for running an effective customer support team.

Helpwise assigns individual team members passwords, has real-time chat functionality and task assignment, and ensures everyone’s on the same page with communication features.

Main features of Helpwise

• Multichannel support
• Reporting and analytics
• Automation
• Security and privacy

11. Front

Front is a shared inbox solution that manages your accounts in one place to save time and optimize communication processes.

Front provides a central inbox for all the consumer communications that happen across social media, live chat, SMS, and email. An additional useful feature is collective email editing.

Main features of Front

• Integration options
• Rules and automation
• Internal discussions
• Reports and analytics
• Email templates

12. Groove

Groove is a shared inbox tool for customer support teams offering a unified inbox, ticket management, and customer engagement features.

Main features of Groove

• Integration
• Reports and analytics
• Automation
• Customization options

Summary of shared inbox tools

Here’s a summarized comparison of the best shared inbox tools on the market today.

Ticketing tool & key features	Pricing plan
BoldDesk Automated ticket routing AI-powered assistance Analytics and reporting tools Collision detection Enhanced privacy and security Custom email templates Contact management Unlimited integration options SLA management	$12/agent/month
HubSpot Omnichannel support Automation Integration options Email templates	$15/2 users/month
Kayako Multichannel support Automation Reporting and analytics Security	Contact Kayako
Help Scout Multichannel support Automation Reporting and analytics Security	$20/user/month
ProProfs Help Desk Automation Reports and analytics Email templates SLA management	$19.99/user/month
Gmelius Email templates Reporting and analytics Automation Email analytics	$24/month
Hiver Real-time collaboration Collision detection Reports and analytics SLA monitoring AI assist features	$15/user/month
Missive Automation Integration options Email templates Mobile app	$14/user/month
Drag Reports and analytics Integration options Automation Security and privacy	$8/user/month
Helpwise Multichannel support Reports and analytics Automation Security and privacy	$12/user/month
Front Integration Automation Reports and analytics Shared templates	$19/user/month
Groove Integration Reports and analytics Automation Customization options	$26/user/month

What are the key features of a shared inbox solution?

As you look for the right shared inbox solution for your business, certain features should be on your must-have list.

Automated ticket routing

This feature automatically distributes incoming emails to specific team members or departments for quick responses and resolution. Predetermined guidelines or standards, such as the email’s subject line, sender, content, or keywords, govern this distribution.

By eliminating the need for manual delegation and sorting, this feature makes teamwork more efficient and well-organized.

Collision detection

Collision occurs when two customer support agents unknowingly reply to the same email request and potentially provide conflicting information.

Good shared inbox software can detect such collisions and prevent you from replying multiple times to the same email.

Additionally, businesses can use a service recovery approach to rectify a service failure, appease dissatisfied customers, and regain their trust by implementing a solution to resolve the issue and make the customer satisfied again.

Collaboration features

Shared inbox software consolidates email messages into a single platform, making it easier for multiple users to work together in managing and responding to them.

They utilize tools like multiple-user access, tags and categories, internal notes, and shared email templates that make team collaboration easy.

Integration options

Shared inbox software integrates with other productivity tools, such as task management solutions or help desk software.

This guarantees smooth communication with external contacts and optimizes workflows.

Analytics and reports

Shared inbox solutions often have analytics tools that offer insight into various aspects of their use, such as:

• Email response times
• Message volumes
• Individual and team productivity
• Customer satisfaction levels
• Peak activity periods

These insights can help managers identify trends, allocate resources more efficiently, set performance benchmarks, and confirm accountability among team members.

How to choose the right shared inbox solution

Here are some aspects to consider when choosing a shared inbox solution.

User-friendliness

Look for a tool with an intuitive interface that is easy to set up. A straightforward setup procedure and user-friendly UI will guarantee a seamless transition for your team.

Compatibility with your email provider

Ensure that the shared inbox tool works seamlessly with your current email provider for a hassle-free experience.

Pricing

Evaluate the cost of the shared inbox tool with your team’s size and future growth in mind. Some tools offer tiered pricing, so choose one that best fits your budget.

Access to data analysis

Look for shared inbox software that provides reports on metrics to help managers monitor team performance and enhance your customer service processes.

An all-in-one solution

Determine if the software provides added features that might benefit your team beyond shared inboxes. Such features may include SLA setup and reminders, collision detection, knowledge base software, shared labels, and integrations—all in one package.

Benefits of a shared inbox

Deploying a shared inbox in your organization can reap many advantages.

Improved agent collaboration

77% of customers want customer support staff to collaborate so they don’t have to repeat themselves when seeking help – Khoros.

A shared inbox software allows your team members to work together in handling customer inquiries and pursuing sales leads. This collaborative effort ensures that customers receive comprehensive and timely solutions.

Enhanced accountability and transparency

With a shared inbox, managers can set ticket routing and service-level agreement rules and track ticket progress, resolution rates, and worklog reports.

This helps in:

• Ensuring that no emails are missed or forgotten.
• Reducing the possibility of multiple people responding to the same email.
• Monitoring agent performance.
• Ensuring that each team member is taking responsibility for their assigned tasks.

Better ticket categorization and prioritization

Unlike ordinary email providers, shared inbox solutions help categorize and prioritize customer communications to reduce clutter and confusion.

This enables team leads to organize conversations by issue type or urgency, decide how to assign them, and follow up on them easily.

This makes it easier to manage the support workflow and ensures that no message ever slips through the cracks.

Fast response and resolution times

Getting a ticket to the right agent the first time cuts down on the time spent transferring it among agents or departments.

It also eliminates the possibility of agents picking only the tickets they prefer to handle, which can often lead to more complex tickets being neglected.

With a shared inbox, your customer service team acts as one, providing faster, more consistent support. Implementing a customer focus strategy enables team members to identify customer trends and tailor their approach for a truly customer-centric experience.

In addition, features such as automated workflows and canned responses ensure that common questions are handled promptly and consistently.

Furthermore, the integrated analytics in shared inboxes allow team leads to monitor response times and workload distribution to help optimize team performance and further reduce customer wait times. 

Easy knowledge sharing

When all chats and ticket conversations are stored in one place, less experienced team members can learn from how their colleagues handle certain situations. This can be a valuable training solution and can help maintain high quality of service.

Select the best shared inbox tool for your business

While email remains a crucial communication tool, relying on individual email clients for customer service can lead to inefficiencies and missed opportunities. Don’t let chaotic inboxes hinder your communication with customers.

We hope the information we’ve provided will guide you in choosing the perfect shared inbox solution to transform how you communicate, coordinate, and collaborate at work.

Is there a tool we might have missed? Feel free to provide your suggestions in the comment section below.

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