17 Best Practices to Improve Shared Inbox Management

17 Best Practices to Improve Shared Inbox Management

Posted In | CRM | Help Desk | Finance | Accounting Software | Omnichannel Shared Inbox

Shared inboxes can be a great tool for teams that need to collaborate on email communication, but they can also be a source of confusion and frustration if they are not managed properly. To ensure that shared inboxes are used effectively and efficiently, it's important to establish clear rules and guidelines, use email management software, and establish a clear process for responding to messages. In this article, we'll explore 17 best practices for improving shared inbox management and making sure that your team is able to communicate effectively and efficiently through this important tool.



Here are the 17 most effective ways to improve your shared inbox:

1. Connect all Communication Channels (SMS, Calls, Email, etc) to a Common Inbox so that the full context is visible

Shared inbox management allows users to manage all their communications channels in a single inbox. This includes email, social media, chat, and text messages. This helps team members collaborate effectively with each other as all communications are centralized in one place. It will make it easier for all the agents to manage and respond to customers in a timely manner. 

Gridlex Zip makes it easier for your team to manage all of its communication channels from a single inbox, where you can see all of your messages in one convenient location. As a result, customers can reach out through any channel they prefer and know that their inquiry will be dealt with promptly. 


2. Seamlessly Connect Your CRM to Your Shared Inbox so that you get a 360-degree view of your customer

There are many CRM softwares that offer a shared inbox feature. By connecting their CRM to their shared inbox, businesses can have a 360-degree view of their customers. This way, businesses can see all customer interactions in one place. 

With the help of Gridlex Zip shared inbox integrated with CRM, businesses can store customer information, track interactions, and manage customer communications at one place where CRM systems can be used to automate and streamline these processes. Integrating CRM into a shared inbox gives you data-driven insight i.e., which leads you should prioritize, when you should contact each customer for maximum results, and which leads require additional nurturing before they are ready to purchase. Through this, you can provide an exceptional customer experience and ensure no request goes unanswered.


3. Help Desk Ticketing and Shared Inbox should be Unified

A help desk ticketing system and a shared inbox are tools used to manage customer support requests. By unifying both of these tools, you can improve communication and collaboration between team members. It can help to reduce confusion and duplication of effort. It can help to streamline workflows and make it easier to track and manage tickets. 

Using Gridlex Zip, you can save all your customer interactions in a central location, including email, phone calls, SMS, and social media messages, which are automatically transferred into tickets, resulting in a streamlined process that can be easily monitored. By using Gridlex Zip's shared inbox, you can quickly and easily receive emails, convert them to tickets, and respond to clients in real time.


4. Assign your team into Units, Groups, and Roles

A shared inbox can help you manage your team by assigning Units, Groups, and Roles. This can help you keep track of who is responsible for what and make sure that everyone is on the same page. 

Gridlex Zip's shared inbox allows you to divide your team into manageable groups. You can categorize tickets by teams, divisions, or groups and assign tasks to individuals according to their specific unit or group. By using this, managers can have real visibility into all activities.


5. Set up Customized Workflows and Status from Shared Inbox to Ticketing

Shared Inbox enables you to convert emails into tickets and assign them to units or agents. Customized workflows allow end-users to respond efficiently to client inquiries and issues. Each customer can be assigned to one of several different statuses via a unique workflow. It makes it easy to see the status of each ticket at a glance, so managers can easily check tickets' status.  

With Gridlex Zip, you can personalize ticketing workflows and statuses. It makes it easier to view standard operations where you can design email workflows and statuses, then map them to tickets in the ticketing system. Gridlex Zip makes it easy to determine the proper destination for incoming messages.


6. Automate Work Processes Wherever Possible so that your team can focus on the truly complex challenges

With automation, you can create uniformity in your workplace. With the ability to automate mundane tasks and difficult problems, your entire team will be free to concentrate on strategic planning, value creation, and new product development, all of which are essential to the continued success of your business.

With Gridlex Zip, you can automate and manage your inbox so that your team can focus on other important tasks.  You can automatically allocate emails based on organization labels, recipients, or senders; create tickets from customer emails; set rules to add tags; automatically apply filters based on the subject. You can also create rules to forward emails from your shared inbox to other members of the team.


7. Set Up Message Templates to maintain consistency in Customer Communication

Whether you need an email for a marketing campaign, something to send to the customers, or want to send something to your workplace, a message template can be a plus for you. It's an email template you can use instead of starting from scratch every time, with just minimal effort. 

With Gridlex Zip, you can generate as many message templates as you like. Message templates ensure that you do not make any mistakes or miss any important information while writing the same thing repeatedly. Repeated messages can lead to confusion, but with the help of Gridlex Zip message templates, you can avoid making the same mistakes over and over again.


8. Separate your Shared Inboxes based on key Workflows so that your team is not overwhelmed

Workflow management allows team members to take ownership of tasks and track progress. This can help reduce the email clutter in a shared inbox and make it easier to see who is working on what. Create shared inboxes, filters, and rules for each business unit with workflow to keep your team from being overloaded with email. 

(e.g., support@acme.com for customer support should be different from finance@acme.com for bill and invoice payments)

Using Gridlex Zip, any department can set up shared inboxes, from sales and marketing to human resources and accounting, and create as many group inboxes as they need. With Gridlex Zip Shared Inbox, your team or workplace can utilize its extensive features to streamline workflows, boost productivity, and ultimately increase the chances of a successful project. 


9. Organize Tickets from Customer Communication Into Separate Units (e.g., VIP Tickets Vs Repair Tickets) so that teams are appropriately managed

The customer communication tickets should be organized into separate units in order to easily track and manage customer inquiries. This will also help to ensure that each customer inquiry is addressed in a timely and efficient manner. 

Using Gridlex Zip shared inboxes, you can ensure that any customer inquiry is routed to the appropriate person and addressed accordingly. For instance, a ticket template can be associated with the VIP unit. You can organize your tickets and emails into different units using Gridlex Zip. You can control and see how tickets are assigned, and you can be sure that questions will be answered on time. You can add comments to a ticket that others with access can see, making it a great tool for team collaboration. 


10. Closely Manage Your Response Times and Service Level Agreements (SLA)

If you are in the business of customer service, then you know that managing response times and service level agreements are crucial to your success. A shared inbox can help you keep track of your team's performance and make sure that everyone is on the same page. By using a shared inbox, you can see who is responsible for each customer inquiry and make sure that each one is being handled in a timely manner. This will help you meet your service level agreements and keep your customers happy.

With the help of Gridlex Zip shared inbox, you can deepen relationships with your customers, enhance operational services, and integrate your systems and processes with business objectives. 

Gridlex Zip shared inbox provides customer service and a helpdesk platform for managing a large volume of customer questions and complaints. We offer a streamlined, centralized email platform that enhances team collaboration, adaptability, and accessibility. With Zip shared inbox, your agents can collaborate on the same email, reducing response time. Organize your workflow with labels, allocate emails to team members, establish deadlines, and automate manual operations using Gridlex Zip.


11. Monitor Team and Individual Productivity and Effectiveness

A shared inbox can be a great way to monitor team and individual productivity and effectiveness. It offers dashboard reports that show how much time your team spends on each ticket. This data can identify and correct underperforming agents. The average response time is a simple way to determine how well an agent is performing. You can monitor agents' response times to resolve tickets faster.

Gridlex Zip Shared Inbox makes it simple to measure the productivity of your team. You can monitor how many emails an agent receives, how quickly they are read and responded to, and which agents are the most responsive. In addition, you will be able to determine if any of your agents require assistance or if there are workflow issues that need to be addressed. Gridlex Zip Shared Inbox enables you to monitor and manage your team's performance and tickets in real-time.


12. Manage Security Roles

Managers can create a new security role and assign users to that role. This will give them access to the shared inbox. Managing security roles is useful in a shared inbox because it allows you to control which users have access to which features. For example, you can give users the ability to view and edit messages but not delete them. This can help you keep your shared inbox organized and secure.

Gridlex Zip makes it easier to manage your shared inbox with a centralized inbox solution, which streamlines and simplifies the way that businesses and their customers communicate via email. The administrator has access to all the data in the CRM and can add, remove, and change users, groups, permissions, organizations, contacts, opportunities, pipeline stages, tasks, and activities. 


13. Use Comments and notes for Internal Collaboration

It's crucial to keep everyone informed when working with a team on a ticket thread. When you use a shared inbox, you don't have to send tickets to co-workers or put them on the CC list. Instead, everyone on the team can check the same mailbox for updates and reply as needed. This keeps people from getting confused and losing important tickets or missing out on getting a new one. 

Multiple units/teams can view, comment, and respond to a ticket using Gridlex Zip. Gridlex Zip's Shared Inbox makes it easy for employees to work together by letting more than one person see and respond to the same ticket. This allows you to work together on a single ticket even when your team members are in different locations.


14. Use Labels to better organize teams

Labels let you organize your inbox based on what's in it, and you can filter messages by sender, subject, or body. You can use them to divide your inbox into folders for each team or project, making it easier to find specific messages. By using the rules and labels you create, you can easily find and respond to emails from coworkers, prospects, and other account contacts. Using labels can also help to track messages that need to be followed up on or that are waiting for a response. 

Gridlex Zip labels can help you organize your inbox and ensure that everyone on your team has a clear understanding of their responsibilities. Effortlessly manage your emails and chats with team labels. Improve team organization and ensure that everyone is on the same page. Using Gridlex Zip labels, it's simple to manage all of your project-related communication and files in one place.


15. Use a Shared Calendar

A shared calendar can track events, appointments, meetings, and tasks. It can be used to track who is responsible for each task, when the task is due, and any other relevant information. This can help to ensure that tasks are completed in a timely manner and that everyone is aware of their responsibilities.

Use Gridlex Zip to ensure that everyone on your team is on the same page. Your teammates will be able to see the activities you're scheduling as well as important group meetings like department meetings and off-site events on the shared calendar. By emailing a link or putting the link into an email, you can make your calendar available to others. The shared inbox helps everyone stay organized, making it easier for everyone to understand how you're allocating your time, which is essential for keeping projects on track. 


16. Customize your Ticket Templates with Custom Fields, Sections and Layouts

Gridlex Zip shared inbox allows you to add your own data and objects to your ticket templates. This allows you to learn more about the specifics of your ticket details, such as the location, the accepted payment methods, and so on. Adding new fields and objects makes it possible to add more information to the tickets. Agents have the option of including additional objects and fields in tickets as required. Using Zip, the agents can create ticket templates with only the fields and objects that are relevant to them. 


17. Link Internal Operations Data with Custom Objects

Users can now link internal operations data with custom objects. By linking internal operations data with custom objects, businesses can understand how their internal operations are affecting their overall performance. Additionally, this data can be used to improve decision-making and optimize processes. 

Gridlex Zip Shared Inbox makes it easier to manage tickets by letting users make their own objects to store information about internal operations in tickets. This includes as many unit-specific custom objects as needed, and these objects can then be used again and again. Objects can have custom fields added so that they can store and send information like text, checkboxes, photos, URLs, and more. So, once you've put this information into your tickets, it's easy to get it back whenever you need it. With custom objects, you can do a search with ease, both by keyword and by additional parameters like ticket status. You won't have to hunt through different tickets to get the details you need. 


Frequently Asked Questions: 


1. How do I organize my shared inbox? 

Organizing a shared inbox starts with establishing clear rules and categories for incoming emails. Utilize features like tags or labels to sort emails by project, priority, or team member. Implement automated workflows to route emails to the appropriate folders or individuals based on specific criteria, such as keywords or sender information. 


2. How do I categorize emails in a shared mailbox?

Categorizing emails in a shared mailbox involves creating a system of labels or tags that reflect your team's workflow, such as "Customer Support," "Urgent," or "Follow-Up." Use filters or automation rules to automatically apply these categories based on the email's content, subject line, or sender. This system not only helps in prioritizing tasks but also ensures that emails are easily accessible and actionable by the right team members.


3. How do I manage a shared inbox in Gridlex?

Managing a shared inbox in Gridlex requires leveraging its intuitive features designed for team collaboration. Start by defining user roles and permissions to control access. Use Gridlex's automation tools to assign emails to specific team members based on predefined rules. Take advantage of the tagging system for easy categorization and follow-up.