A mailbox like support@ or sales@ can be shared with the whole team. Everything below appears only where two or more people can reply from a mailbox.
Who can do what
The person who manages a mailbox shares it under Settings → Mailboxes → Access:
| Level | What it allows |
|---|---|
| Read | See the mail and take part in the discussion |
| Work | Also reply, move and delete |
| Manage | Also change the password and share the mailbox |
Assigning
Assign an email to yourself or a teammate, or select several in the list and Take it. The email shows who it is assigned to, and the person finds it under Assigned to me, along with a notification.
Assigned to me holds what is still in progress: archive the email and it leaves the list; if the customer writes again, it comes back to the same person.
Discussion
Under every email of a shared mailbox there is a Discussion: notes for the team about what is known and what was promised. Only people with access to the mailbox see them, and they are never sent to the correspondent. Write @name to call a teammate; they get a notification.
Who is replying
When a teammate is writing a reply, everyone else sees "… is writing a reply to this email" under it, so two people do not answer the same customer.