A shared inbox is an address (like [email protected] or [email protected]) that several chosen people read and answer together. Personal inboxes have one reader. Help-desk tools only apply to shared inboxes.

In Settings > Mail (you need admin or Manage mail), choose a name and pick who can read it. Up to 25 shared inboxes per workspace. Everyone you add sees the same conversations, labels, filters and contacts.

Give a conversation to someone who can read the inbox, or take it yourself ("Take it"). Find yours with Assigned to me and the Unassigned list in the sidebar, or search assigned:me, assigned:none or assigned:username.

Every conversation has a status:

When the other person writes back, a Waiting conversation becomes Open again (automatic replies do not count). Starting a Done conversation again brings it back. Search with status:waiting or status:done.

Add a private comment inside the conversation: it shows a lock and a reminder that it is never sent. Each person can delete their own. The conversation also shows its history ("Sam assigned this to Ned", "marked this as done").

Reusable answers with placeholders filled in for whoever is writing. Everyone who can read the inbox can use, add and delete them (100 per inbox).

A reply from a shared inbox is still from the person who wrote it: their picture, name and rank, with the inbox name after the rank ("Manager · HR"). The "From" name stays the inbox's ("HR @ Org").

Drafts are private to their author, even in a shared inbox.

The apps show who has a conversation, its status, notes, and the rank and picture of each sender.