Shared Inboxes
Create team-shared inboxes where multiple agents read and reply collaboratively.
Shared Inboxes
- Go to Email Hub → Mailboxes Hub → Shared Inboxes and click Add Mailbox.
- Enter a name and the email address to use as sender.
- Connect an inbound mailbox.
- Add team members who should have access.
- Click Save.
Agents see unassigned emails in the Unassigned tab. Click Assign to me to take ownership. Replies go to the customer from your shared address, and the full thread links to the ticket.
Collision detection: If two agents open the same conversation simultaneously, a banner alerts both to avoid duplicate replies.
Where to go next
- Understand the whole module → Configure Inbound Email (IMAP)
- See where this fits in the bigger picture → How a Request Becomes a Resolved, Billed Ticket
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