Imagine being part of a company that has a very robust customer support team. The team includes support executives who handle calls and customer queries on a day to day basis. To support them, there are managers who monitor the team’s performance and listen in to calls from time to time. And then there is the system admin for the shared inbox, whose job is to add or delete new users or manage settings.
Clearly, different members of the team need different levels of access to the shared inbox. A junior support executive need not have access to analytics, while the team leads would want to see those numbers.
Similarly, a manager need not pay attention to add/delete new users to the shared mailbox – it can always be taken care of by the system admin.
We get that. And that is why we decided to introduce Roles and Permissions – which helps you define the degree of access each user has to the shared inboxes.
We’ve built four predefined Roles for your teams:
- Admin: A superuser who can create and configure Shared Inboxes, add or remove users and map users to roles.
- Shared Mailbox Admin: Can customize the shared mailbox that they are a part of, such as adding or removing members, and defining SLA or Business Hours.
- Supervisor: Has access to analytics and can also perform housekeeping tasks like deleting Tags or Email Templates.
- Members: Default roles assigned to users who are allowed to manage and respond to conversations.
In addition, there are Custom Roles available to admins of accounts in the Enterprise Plan. Admins can create custom roles by combining permissions from a range of options.
For instance, a manager has access to a few admin privileges like shared mailbox settings, analytics reports or creating email templates, while the rest of the team does not.
Here’s how different teams can use Roles:
The Territory Manager would need to have visibility into every region they do business in, while the Inbound Sales Reps would just need access to inboxes pertaining to the territory they are a part of.
- Admin: The Head of Sales can oversee the shared inbox for every region.
- Shared Mailbox Admin: Territory Sales Managers can manage the shared inboxes of their region.
- Supervisors: Team Leads can access the analytics and can monitor the performance of their teams.
- Members: The Inbound Sales Reps only have permission to send and receive emails.
Is your Finance team having a tough time sifting through emails from vendors and employees? Use Roles to delegate access.
- Admin: The Head of Finance oversees shared inboxes like Accounts, Payroll, and Reporting.
- Shared Mailbox Admin: The Head of Accounts can define who is part of the Accounts inbox.
- Supervisor: The Supervisors measure the performance of the bookkeepers – have access to analytics.
- Members: Bookkeepers who record and assess basic accounting data, can only send or receive emails from customers/employees.
If you are a small team but need to have clearly defined responsibilities, say Payroll and Reporting handled by a single person, you can always create Custom Roles.
Emails from different departments to Operations making you feel like your house is on fire? Use Roles to get you rolling.
- Admin: The Head of Operations oversees Shared Inboxes such as fulfillment@, deployment@ or delivery@.
- Shared Mailbox Admin: The Deployment Manager can add/remove users to the deployment@ inbox
- Supervisors: Supervisors can use analytics to see how their team is doing at handling requests.
- Members: The support staff who directly interact with the vendors can only send and receive service requests.
As Maya Angelou said: People will never forget how you made them feel, and customer support is at the core of your company’s user experience.
Here’s how you can make Roles work for support teams.
- Admin: The Head of Support can create shared inboxes like support@ or help@.
- Shared Mailbox Admin: The team lead decides the SLA for every shared inbox.
- Supervisors: The shift manager has access to analytics to identify areas that need work.
- Members: The support reps only attend support emails and respond to conversations.