QuackbackShared Inbox
A shared inbox is one queue of customer conversations that a whole team works from, with each conversation assigned to an owner. It replaces a shared email login or a forwarding alias, so nothing is answered twice and nothing is missed.
What is a shared inbox?
A shared inbox collects messages sent to your support channels into a single list the whole team can see. Each conversation has a status and an owner. Teammates can see who is handling what, leave notes for each other and pick up where someone else left off.
It solves the problems of a shared email account: two people answering the same customer, messages nobody owns, and no history when someone is on holiday.
Organizing a shared inbox
Use views to split the work: conversations assigned to me, unassigned, my team's, and anything that mentions me. Assign every conversation to a person or a team as early as possible. An unowned conversation is the one that waits.
Keep discussion inside the conversation. Internal notes and @mentions keep context next to the customer's messages instead of in a separate chat tool.
The shared inbox in Quackback
Quackback's inbox brings live chat, email and GitHub issues into one list. Conversations are open, snoozed or closed, with a priority from low to urgent, and can be assigned to a teammate and a team independently. Your team gets Mine, Unassigned, All and Mentions views, plus shared saved views and personal pins. Internal notes support @mentions, and a conversation can include more than one customer when a thread needs it.
Common questions
What is a shared inbox?
A shared inbox is one queue of customer conversations that a team works from together, with each conversation assigned to an owner so nothing is answered twice or missed.
What is the difference between a shared inbox and a shared email account?
A shared email account gives everyone the same login and no ownership. A shared inbox adds assignment, status, internal notes and history, so the team can see who is handling each conversation.
Have another question? Talk to the team.