17 Best Practices to Improve Shared Inbox Management

17 Best Practices to Improve Shared Inbox Management

Shared inboxes are great for teams to collaborate and easily manage customer requests since every team member has a complete overview of customer requests. However, as your company grows, the number of shared inboxes will likely increase, leading to confusion and mismanagement.

This article will cover some best practices that can help you improve your shared inbox workflow by providing insights on effective organization, assignment, and routing.

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Why is Organizing a Shared Inbox Important?

Organizing a Shared Inbox arises when you manage multiple channels (like Email, SMS Text, Calls, Social Media etc.) where you receive customer requests and queries. Multiple channels lead to multiple shared inboxes, contributing to a chaotic workflow.

If not appropriately managed, your support team may miss essential issues or fail to respond on time. It is crucial to have a standardized process to ensure that your team doesn't miss any updates or new emails.

There are best practices to follow for successful email management when sending emails from a shared inbox. Good communication is the basis of all work done in a shared inbox.

Here are the 17 best effective ways to improve your shared inbox:
  1. Connect all Communication Channels (SMS, Calls, Social Media etc), NOT Only Email to a Common Inbox so that the full context is visible
  2. Seamlessly Connect Your CRM to Your Shared Inbox so that you get a 360 Degree View of your customer
  3. Help Desk Ticketing and Shared Inbox should be Unified
  4. Assign your team into Units, Groups and Roles
  5. Set up Customized Workflows and Status from Shared Inbox to Ticketing
  6. Automate Work Processes Wherever Possible so that your team can focus on the truly complex challenges
  7. Set Up Message Templates to maintain consistency in customer communication
  8. Separate your Shared Inboxes based on key Workflows so that your team is not overwhelmed
  9. Organize Tickets from Customer Communication Into Separate Units (e.g. VIP Tickets Vs Repair Tickets) so that teams are appropriately managed
  10. Closely Manage Your Response Times and Service Level Agreements (SLA)
  11. Monitor Team and Individual Productivity and Effectiveness
  12. Manage Security Roles
  13. Use Comments and Notes for Internal Collaboration
  14. Use Labels to better organize between teams
  15. Use a Shared Calendar
  16. Customize your Ticket Templates with Custom Fields, Sections and Layouts
  17. Link Internal Operations Data with Custom Objects
So how do you make sure you’re using your shared inbox correctly? Here are the best practices that will ensure your team uses your shared inbox effectively.
1. Connect all Communication Channels (SMS, Calls, Social Media etc), NOT Only Email to a Common Inbox so that the full context is visible

A growing business has more tools than ever to communicate with customers and employees. The problem is that each channel still operates in isolation. A Shared Inbox should let you connect all your communication channels, email, chat, SMS and WhatsApp, and other social media channels to one convenient platform where messages from every channel are organized into a single view. This allows you to collaborate more effectively and instantly know if someone is waiting for a response. A smart shared inbox that brings together all your communication channels into one place so you can spend less time switching between apps and more time connecting with your customers.

With Gridlex Zip Shared Inbox, you can instantly see a complete overview of all your communications and create an actionable plan to manage them in one place. Zip makes it easy for your team to manage multiple communication channels, including email, SMS, calls, Whatsapp, and other social media, into one place and gives you a complete integrated view of your communications in one inbox. You'll be able to respond to your clients or colleagues quickly and easily, plus gain insight into what has been handled, what needs help, and how everyone is progressing on their tasks, all in real-time. The result is faster resolution times, improved customer satisfaction, and increased customer loyalty. This helps you save time by not having to check multiple places for new messages and having a complete and up-to-date record of all your communication by channel.

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

Connect your CRM to your Shared Inbox to get a 360-degree view of each customer. With a shared inbox, you can connect your CRM to your shared inbox to view all of an individual's interactions with your customers in one consolidated location. Every email, chat conversation, and social media interaction involving a person who interacts with your CRM is automatically captured in the shared inbox. CRM-integrated shared inbox can make collaboration effortless because it provides a clear overview of the customer journey and makes it easy to assign tasks to the right people. It provides all of the necessary features and functions to allow your team to work together on emails, create records for contacts, and organize your communications. You'll be able to give an excellent client experience and ensure that no inquiry goes unanswered if you manage all interactions in one location.

Gridlex Zip offers integrated CRM with the Shared Inbox so that you get a 360-degree view of your customer. Seamlessly connect your CRM to Gridlex Zip's shared inbox, so each team member can easily collaborate on emails from customers and prospects. All your sales team's emails can be seen in one commonplace, and it's easy to pull up a lead's information from email, calendar, tasks, or contacts in just one click. The result? More efficient communication and tracking of leads as they move through your sales funnel. Plus, you'll have more data-driven insight into which leads you should be paying more attention to, when you should reach out to each contact for optimal results, and which leads need more nurturing before they're ready to buy.

3. Help Desk Ticketing and Shared Inbox should be Unified

Ticketing and Shared Inbox should be unified to provide a single view for all customer communications. A unified view will enable organizations to provide a more consistent customer experience by allowing staff to respond to all communication types from a single interface, including email, phone, chat, or social media. By having visibility into the status of requests, organizations can avoid the situation where customers contact multiple people across an organization with the same question or issue. Organizations may continue to provide high-quality support while being more efficient by integrating Help Desk ticketing with a Shared Inbox. Smart automation can convert email into tickets and automate responses based on ticket contents. You will be able to accept and manage all your support requests from customers, partners, and prospects in one place, whether it's an email, phone call, or through various online channels. Then you can convert these requests into tickets for real-time tracking, analysis, and management.

The Gridlex Zip is a groundbreaking Shared Inbox platform that combines Help Desk Ticketing and Shared Inbox. By using automation, the Gridlex Zip takes email and converts it into tickets faster than any other solution on the market today. With Zip's integrated solution, customer communications from different channels such as email, calls, SMS, and social media messages sent to the shared inbox will be automatically converted into a ticket, creating a centralized workflow that is easy to monitor. With Zip shared inbox, you can receive emails, convert them to tickets, resolve issues faster, and respond to the customers instantly. Most shared inbox service providers do not provide unified Help Desk Ticketing, and Shared Inbox integrations like Gridlex Zip shared inbox.

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

You can assign your team and individual users into units and add multiple projects to each team. This will allow you to scale users according to their roles and responsibilities. For example, suppose you are an IT manager in a large organization. In that case, your team could be divided into units based on the different departments Examples of Units in your organization could be Customer Service, IT Support, Facilities Management, HR Management, and Accounting. This means important emails always land in the right place and never get lost in the noise. With Shared Inbox, you can spend less time searching through your inbox and more time doing great work with your team/unit.

The Gridlex Zip Shared Inbox helps you organize your group of users into units that can be managed easily. For example, you can create units for each department or business unit in your organization and then assign tickets to the appropriate unit based on the request type. This allows you to divide tickets into units, departments, groups and assign roles to each person based on their expertise in a particular area. Departments can access only the tickets assigned to them, and managers can instantly monitor all activities happening across the organization. It also helps when you want to give permission to specific people but not others within an organization. Gridlex Zip lets you divide your company departments into units and create specialized roles for each.

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

Customized workflows enable end-users to respond to customer's questions and issues in the most efficient manner possible. All tickets created from the shared inbox will have a status - showing the stages of tickets. It is easy for managers to know the status of each ticket. Different types of customers or issues have different status types. Showing the stages of tickets will help solve and close the ticket fast. With the help of a Shared Inbox, you will be able to convert email into tickets and then assign these tickets to units or agents to solve it. There is a wide variety of statuses available, and every single customer can be given its status with a customized workflow. It helps display the status of each and every ticket at a glance.

With Gridlex Zip, you can easily customize workflows and statuses in ticketing, providing an easy and quick way to visualize standard processes from start to finish. You can create customized workflows and statuses in email, then map them to tickets in the ticketing system. This means that no matter what kind of email comes into your inbox, you'll have a clear idea of where it should go next with just one click on Gridlex Zip. The necessary steps can be mapped to create a standard workflow to identify and eliminate wasted effort. After you make the workflow, you'll be able to map out your process from beginning to end. Add start or endpoints, decision points for conditional logic programmatic decision making, express required actions, add timing delays, etc. Zip workflows assist businesses in developing actionable, measurable processes that define predictable outcomes in ticketing.

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

Automation is the key to creating a culture of productivity and consistency among your team. When you can automate repetitive processes and complex challenges, every member of your team can focus on making complex decisions, increasing value, and innovating in ways that will help your organization grow. You can set rules in your email client to automatically move emails from particular senders to specific folders or add labels. As a result, your team will only see the messages they need, which keeps the shared inbox clean and organized.

Gridlex Zip allows you to take control of your inbox and automate where possible so that your team can focus on the truly complex challenges. Gridlex Zip automation feature allows you to automatically assign emails based on organization labels, recipients, or senders, create tickets based on customer emails, create rules to add tags, and automatically apply filters based on the subject. You can also set rules to forward messages from your shared inbox to other team members.

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

Message templates allow you to display your content professionally using a pre-made design. It is pre-formatted emails that don't require you to copy and paste from scratch every time. Instead, you can use the templates as-is or make minor adjustments with tags in most email clients. You can use them for marketing campaigns or other office-related emails, or any email that you want to look great. Using the appropriate greeting when addressing your customer goes a long way toward making a good impression on them. It also fosters a positive relationship between you and your customers. Customers frequently perceive emails sent from shared inboxes as impersonal. Customizing the message templates is the solution. You can include images, your company logo, email labels, and other elements to make your email appear more personal and professional. It will also aid you in the development of your brand.

Gridlex Zip is flexible, so there's no limit to the number of message templates you can create. You can also send the same email to different mailing lists with other personalized greetings, so there's no need to create multiple versions of the same email. Gridlex Zip offers a range of message templates designed to capture your brand's signature identity and colors. They're also responsive, which means they'll look great on any screen size. To customize your message templates, add your brand's logo, change the color scheme and set up links to your social media accounts. You can also edit the body content of the template to suit your needs.

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

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

Workflow management in a shared inbox is the process of organizing and managing the tasks and responsibilities of the teams in a way that is efficient and effective. To manage emails better, create separate shared inboxes, filters, and rules for each business department with workflow so that your team is not overwhelmed by their emails. You can create a shared inbox for any business process, including sales, marketing, recruiting, finance and accounting. In addition, it is important to have clear communication among team members to ensure that everyone is on the same page and knows what needs to be done.

With Gridlex Zip Shared Inbox, you can create as many shared inboxes as you want, and assign each one to a specific team. For example, one for customer support, another for sales inquiries, and another for general inquiries. Email can be sorted based on different criteria, allowing you to separate important emails into their own folders. This makes it easier for your team to focus on the most critical tasks at hand. Gridlex Zip Shared Inbox, your team or workforce can leverage its extensive capabilities to streamline their workflows, improve productivity, and ultimately increase the chances of project success.

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

A shared inbox is a term coined for a specific type of mailbox that multiple users use to manage tickets or emails related to a particular task. With shared inboxes, you can make sure any customer inquiry gets sorted and handled by the right person. Managing customer requests is much easier when you can easily divide up work. A shared inbox allows you to manage tickets and emails by unit. You can assign tickets to your agents as per their roles in the unit.

With Gridlex Zip shared inboxes, you can ensure any customer inquiry gets sorted and handled by the right person. For example, you can associate a ticket template (e.g. for VIP customers) to the VIP unit. Zip shared inbox allows you to manage tickets and emails by unit. You will have control and transparency over how tickets are assigned and can be assured inquiries are handled on time. You can assign tickets to a specific unit. You can also add comments to a ticket, which other people with access to that ticket will be able to see, making it an excellent tool for team collaboration on support topics.

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

Fix your service level agreement issues and automate your customer support operations with Shared Inbox. The shared inbox platform offers superior flexibility, team collaboration, and access to real-time analytics. Whether you want to strengthen relationships with your customers, improve operational services, or align your processes and systems with business objectives, Shared Inbox is the way to get there.

Gridlex Zip shared Inbox is the perfect customer service and helpdesk platform to manage many customer inquiries and complaints. We offer a seamless, centralized email platform that offers better team collaboration, flexibility, and transparency. With Zip shared inbox, your agents can collaborate on the same email, thus reducing response time. It's easy to divert those incoming emails and form submissions straight into the shared inbox for the whole team to monitor. Organize your workflow with labels, assign emails to team members, set responsibility deadlines, and automate manual processes with triggers.

11. Monitor Team and Individual Productivity and Effectiveness

It isn't easy to monitor the shared inboxes on email, especially for teams and agents. However, you can follow a few best practices to improve your shared inbox and organize it. The first thing to do is monitor the efficiency of teams and agents. You need to ensure that they are working efficiently. If not, try to find out the issue and fix it. The Shared Inbox dashboard has several reports that show how much time your team spends on each ticket. You can use this information to identify and correct agents who are underperforming. The average response time is a simple way to measure an agent's overall performance. This metric captures the average time for an agent to reply to a customer email. The average response time includes any replies from the agent, from new emails, or previously assigned emails. You can also monitor agents' response times to resolve tickets faster or reassign tickets when agents take too long to respond.

Gridlex Zip Shared Inbox makes it easy to monitor your team's efficiency. You can see how many emails are getting to each agent, how quickly they're being read and responded to, and which most responsive agents are. With this information at hand, you can easily set up productivity goals for your team and ensure everyone is meeting them. Plus, you'll be able to tell if any of your agents need help or if there are any problems with your workflow that need fixing. Gridlex Zip Shared Inbox allows you to manage your team's performance and stay on top of the tickets in real-time.

12. Manage Security Roles

Let's go through the basics of security roles first. Security roles are used to manage record-level access in the shared inbox in an organization. They are defined at the entity level and come into play when users need to access records that they own or share with others in their role hierarchy. So when do security roles come into play? Security roles determine what permissions the user has. For example, suppose a user has a profile with limited access settings. In that case, security roles will decide whether that user can view or modify records owned by another user with a more robust set of permissions.

The most important aspect of security roles is that they define record ownership within your org (for example, you could have multiple groups of people who have visibility into accounts but different levels of ownership). You can assign users one or more security roles depending on their function in your organization.

Gridlex Zip Shared Inbox provides the best-shared inbox software, which helps manage your Shared Inbox more efficiently. Our shared inbox software provides a simple and easy-to-use interface that manages email correspondence between customers and businesses.

Here are some example permissions and security roles that are associated with Units. You can configure your own units, permissions and security roles to suit your organization.

  • Super Admin
    • Can do anything
  • User & Organization Hierarchy Administrator
    • Can create new & delete users
    • Can create new & delete organizational units.
  • CRM Administrator
    • Can create, read, edit, delete any organization, contact, opportunity, pipeline, task, activity in the CRM, set up custom security roles.
  • Help Desk Administrator
    • Can create mailboxes, phone numbers, units, set up custom security roles.
  • CRM Front line user (Sales Rep)
    • Can create, read, edit, delete any organization, contact, opportunity, pipeline, task, activity in the CRM.
  • Help Desk Front line user (Customer Service)
    • Can create mailboxes, phone numbers, units
    • Can create, edit, delete custom fields, forms for ticket templates
    • Can read and respond to any associated mailbox
    • Can read and work any ticket
13. Use Comments and notes for Internal Collaboration

When you need to collaborate with your team on a ticket thread, it's important to keep everyone in the loop. Using a shared inbox means that no one will have to forward tickets or CC coworkers on every ticket. Instead, all team members can check the same inbox for updates and reply as necessary. This eliminates confusion and the risk of losing track of important tickets or missing out on a new ticket.

Gridlex Zip lets multiple units/teams see, comment, and respond to a ticket. With the Gridlex Zip Shared Inbox, a single ticket can be opened and shared with one or more users for internal collaboration. This helps improve communication within the organization and makes responding to customer requests faster. For example, with Gridlex Zip Shared Inbox, if an agent needs information from another unit, they can escalate the ticket and let the other user know they need that information. This is particularly useful when knowledge is dispersed across several locations and people, allowing you to collaborate on a single ticket.

14. Use Labels to better organize between teams

Labels are an excellent tool for organizing and managing your team and emails. You can use them to organize your emails into different projects or teams, so you don't have to sift through multiple inboxes to find the message you need. Email can also be filtered based on its subject line, sender, and body content, and Labels help you organize your inbox and focus on the important ones. Set up rules and labels to quickly filter emails from teammates, prospects, or other account contacts. Label each message with a team name and tag to identify who should receive it.

Gridlex Zip's labels are a convenient way to sort messages, keeping your inbox organized so you can find information quickly and your team will have a proper understanding of the tasks. Easily manage your emails and conversations with team labels, better organize between teams, and ensure everyone is on the same page. Set up different labels for different teams, or create multiple labels for a single team. Label the notification of a conversation to notify the right people, when to notify the right people, or just label the whole discussion for easy archiving. Zip labels make it easy to keep messages and attachments related to specific projects separate without the hassle.

15. Use a Shared Calendar

The shared inbox makes it easy for everyone to get on the same page. Create a calendar that shares all your important meeting information. Plus, add files right from your inbox. You'll get an email notification when someone adds an event or file. Assign tasks to group members, and keep everyone on the same page. Streamline your workflows and make decisions faster.

Let your team collaborate and stay on the same page with Gridlex Zip. This shared calendar allows people to see what you're working on in your calendar and keep track of shared events like department meetings, off-site events, etc. You can share your calendar by sending them a link or copying/pasting the link into an email. By sharing a few calendars, the entire team will have a better sense of how you're allocating your time - which is key to keeping projects moving forward.

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

Each organization is different. A law firm may have want to track the Case # associated with a ticket whereas a Car dealer may want to track a vehicles’s VIN#. For each scenario you need to have different ticket templates so that your team has the following details. You can now customize your ticket template to get more information as your agents create tickets dynamically. This is done by adding Custom Fields and Objects. Once you switch over to this new way of working, you will be able to keep track of much more information about all of your tickets - giving you the insight necessary to make better decisions about how to handle the next call that comes through. Customizing ticket templates with Custom Fields and Custom Objects lets you enhance your customers' experience and help them submit support tickets without searching for the exact fields they need.

With Gridlex Zip Shared inbox, you can customize your ticket templates with custom fields and objects. This helps you get more information about the ticket details such as location, payment method, etc. You can add more fields and objects to the tickets to get more information. If an agent passes the ticket to another agent to solve the ticket, the pre-saved data is more helpful in solving the ticket. The agent can add more objects and fields to the ticket as per their need. Zip allows agents and units to customize ticket templates with the fields and objects that are relevant to their roles, making it easy for your organization's agents to get up-to-speed on new tickets. This feature helps solve issues with ticket transfer where the agent would have to add all fields again. This can be time-consuming, leading to delays in resolution time. Now agents will be able to just send the ticket instead of adding all-new fields and objects again, which saves time and makes the ticket resolution process more efficient and effective.

17. Link Internal Operations Data with Custom Objects

Custom objects are critical operational data that can be associated with a ticket. For example, if you are a property manager managing thousands of apartments and you get thousands of apartment facility repair requests. You want to be able to track which facility repair request is associated with which apartment. Custom Objects functions like mini databases that help you associate the Apartment Number to a ticket. You can imagine the same scenario for Insurance agents (Claims #) or Hotels (e.g. Room#)

Gridlex Zip Shared Inbox streamlines your ticket management process with custom objects that can be used to store internal operations data in tickets. You can add more custom objects to the ticket as per your unit needs and reuse them whenever you need them. Each object could have its own set of custom fields such as text boxes, checkboxes, images, URLs, and anything you need to share with your team. So once you have stored these data in your tickets, you can easily reuse them by searching for them in the future. You can easily search by keywords and other attributes such as ticket status with custom objects. No longer do you need to scan through multiple tickets to find the information you want.

You've Learned Everything There Is To Know About Shared Inbox Best Practices

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