A shared inbox is a central email workspace where multiple team members can access, read, and respond to messages from a single email address—like support@ or sales@. It helps teams manage customer inquiries, sales leads, and internal communications without relying on individual inboxes. Instead of forwarding messages or missing replies, everyone sees the same conversation thread, reducing duplication and improving consistency.

Shared inboxes often include ticketing features that help organize work. When a message arrives, it can be automatically converted into a ticket, assigned to a team member, and tracked until resolved. Collision detection prevents two people from editing the same ticket at once, and internal notes let team members add context without sharing it with customers. Tags can be used to categorize tickets by topic, urgency, or project, making it easier to search and sort.

Roles and permissions let you control who can read, reply, assign, or delete messages. This ensures that only authorized users make changes. A unified inbox brings messages from multiple channels—email, chat, social media, or forms—into a single view, so you don’t need to check several tools. Whether you’re using a hosted solution or self-hosting, shared inboxes support collaboration while keeping communication private and secure.

What you'll find in this hub

  • How to set up and manage group email addresses like support@ or sales@
  • Differences between shared mailboxes, distribution lists, and catch-all addresses
  • Best practices for assigning and tracking tickets in a shared inbox
  • How internal notes, tags, and roles improve team collaboration
  • Managing collisions and ensuring message integrity
  • Integrating multiple communication channels into one unified inbox

Start here

Browse all 4 articles in Shared Inbox & Ticketing Features →

Put it to work

Run your support inbox on infrastructure you control: see Unifiedesk.