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15 top Shared Inbox tools for businesses

10 min read
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Shared Inbox
shared-inbox-tools
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Shared inboxes were designed to make it easy for people to get in touch with businesses. Most organizations have email addresses like support@ or info@ where customers, prospects, or partners can easily reach out. 

It helps businesses as they can have multiple team members manage the same set of emails. The older practice of forwarding the email to the person who has work on an email — shared inboxes put an end to that. And it’s a huge relief for teams. When a team sends fewer internal emails, they’re also reducing email clutter.

But why do you need a shared inbox tool?

As the number of emails arriving at a shared inbox increase, things start becoming confusing. It becomes progressively difficult to establish who has to work on which email. There can be occasions when multiple people end up working on the same email. Isn’t that the worst?!

Apart from that, it becomes tricky to communicate to the entire team that an email needs urgent attention. It’s because it’s difficult to keep team members on the same page. 

Visibility takes a hit too. Say Mark sees an email and replies to it right away — it might still look unattended to the rest of the team — and Nate ends up replying to the same email. 

Shared inboxes can also lead to diffused ownership. When multiple people are responsible for the same task, each one feels less responsible for it. What’s the worst that could happen: an email arrives, everyone thinks “someone else” must be taking care of it, and it goes unattended. Shared inboxes are accident-prone that way. 

And this is why teams need shared inbox tools: so that every email is clearly assigned to an individual — every team member is on the same page about what is going on with emails — and nothing ever falls through the cracks. 

Here’s a list of top shared inbox tools on the market right now.

1. Hiver

Hiver is one of the leading shared inbox solutions on the market right now. What sets it apart: it’s built right on top of Gmail. It does not force teams to adapt to a new interface to manage emails. It enhances Gmail to work for teams like customer support, finance, account management, operations—basically for any team that collaborates on Email. 

It is also one of the most secure shared inbox solutions as emails always stay on Gmail’s servers. 

Here are some capabilities that come with Hiver:

Notes, to make internal discussions seamless. It helps teams do away with internal Cc/Bcc/forwards for good. Automations, to help teams automate repetitive tasks based on rules. For example, it can help all invoices assigned to the accounts person automatically. Analytics, to help teams track all your key email metrics. 

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Who should use: Teams (of all sizes) that use G Suite. 

What you’ll like: All shared inbox capabilities inside Gmail. The onboarding takes minutes. 

What you might not like: It works only for G Suite users, and not Outlook, or other email clients. 

Pricing: Starts at $7/user/month

2. Front

Front is an email client that serves as a multi-channel shared inbox software. It helps teams access emails, SMS, social media messages, and live chat, all from one interface. The big goal is to save teams from logging into multiple platforms. To that end, Front also offers a wide range of integrations. 

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Who should use: Teams that want to manage multiple channels — emails, SMS, social — from one platform. 

What you’ll like: Integration with over 50+ apps helps bring all the work in one place.

What you might not like: The interface might feel complicated to some. Teams might need a bit of training to get started. It also forces you to do away with your existing labels. 

Price: Starts at $9/user/month

3. Drag

Drag turns Gmail into a project management tool. It brings a Kanban layout (similar to Trello), shared inboxes, and internal chats – right inside Gmail. Teams get the capability to create multiple boards that help align teams across the organization. 

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Who should use: Organizations where multiple teams work on projects and tasks together. 

What you’ll like: The internal chat is pretty neat. It helps teams collaborate without any hassles. 

What you might not like: It makes inboxes slightly messy — too many things going on all at once. Gmail does not feel like an email client anymore. 

Price: Starts at $6/user/month

4. GrooveHQ

GrooveHQ, unlike most shared inbox solutions, is built exclusively for customer support teams. There are no complex features, everything is geared towards helping support teams work with ease — without having to learn new stuff. They focus on pure customer support features like a knowledge base and reporting. 

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Who should use: Small businesses looking for lightweight customer support software.

What you’ll like: Simple to use, with 30+ app integrations.

What you might not like: Businesses looking for a shared inbox solution for departments like Finance, Operations, Sales, etc. won’t find it useful. 

Price: Starts at $9/user/month

5. Outpost

Outpost is an email client that moves shared email addresses like info@ and sales@ to their platform — to assign, discuss and work together as a team. 

Unlike most shared inbox solutions, it helps teams build a library for quick reference to frequently-asked questions. Outpost can be used by everyone, irrespective of their email service provider. 

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Who should use: Small businesses looking for a shared inbox solution.

What you’ll like: Works with all email service providers. 

What you might not like: Outpost as a standalone solution might not be sufficient for collaboration as it lacks essential email functionalities like calendar and chat.

Price: Everything at $14.95/user/month

6. Helpmonks

If you wish to host your shared inbox on your own server, Helpmonks, with data storing capabilities, is one of the few tools that do that. 

It is budget-friendly, and has typical shared inbox features like internal notes, email assigning and collision alerts.

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Who should use: Organizations looking for “shared inbox + CRM” solution. 

What you’ll like: Deployment options: hosted, cloud server, or self-hosted.

What you might not like: You cannot use Helpmonks only to manage shared inboxes. Integration with the Helpmonks CRM tool is a must. 

Price: Starts at $29/mailbox/month

7. Gmelius

Gmelius helps companies run a CRM inside Gmail. The inbox becomes a work hub for communication, collaboration, and automation. The product houses typical shared inbox features like email assignment, shared labels and templates for seamless collaboration.

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Who should use: Teams looking for “shared inbox + shared labels”.

What you’ll like: Can create drip campaigns inside Gmail with the ‘Sequences’ feature.

What you might not like: Reviews suggest that the product is fraught with glitches and bugs. 

Price: Starts at $19/user/month

8. Loop Email

Loop is an email management hub that also brings in seamless team messaging to typical inboxes. With Loop, one gets quick access to messages and daily reports about team performance. It also offers standard collaboration features like assigning emails or collaborating via chat. 

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Who should use: Small to mid-level organizations.

What you’ll like: Your inbox is organized by contacts — making it easier to navigate.

What you might not like: It pulls people out from the comfort of their email service provider. Teams will have to learn how to use the app. 

Price: Starts at $10/user/month

9. Missive

Unlike most shared inbox tool, Missive is a full-fledged email client. Employees can set up all their email accounts — including private accounts and shared inboxes — in one place. It also helps people manage Facebook, SMS and Twitter accounts. 

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Who should use: For individuals/teams who need to stay on top of multiple email accounts.

What you’ll like: Accessing multiple email accounts from a single interface. 

What you might not like: It’s an app to manage different email accounts and not a shared inbox.

Price: Starts at $10/user/month

10. Clientflow

An email client, ClientFlow combines the capabilities of a shared inbox and the elements of a project management tool. Apart from work assignment, ClientFlow also helps teams organize and track project deadlines, internal tasks, and employee workload. 

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Who should use: Teams handling multiple projects simultaneously. 

What you’ll like: An extra layer of project management capabilities. 

What you might not like: It brings personal emails, group emails, and client emails, all under one interface. People can easily get confused.

Price: Starts at $19/user/month

11. Kayako

A help desk solution, Kayako offers shared inbox as an additional feature. It focuses on bringing all the customer interactions— email, Facebook, Twitter and live chat channel— to a single platform. It also offers basic team analytics. 

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Who should use: Customer support teams.

What you’ll like: Multi-channel customer interactions in a unified interface. 

What you might not like: Not useful for other teams in an organization

Price: Starts at $15/user/month

12. HappyFox

HappyFox is a CRM and ticket management software that neatly integrates with the support inbox and website queries. It also supports social media messages using Twitter and Facebook integrations. 

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Who should use: Small-sized customer support teams

What you’ll like: It supports both internal and external knowledge base systems.

What you might not like: The reports can be a bit tough to create.

Price: Starts at $29 per user per month

13. Keeping

It is a Gmail-based email management platform designed to work mainly for customer support teams. It’s a simple tool that does not offer legacy features offered by traditional help desks. 

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Who should use: Small customer support teams. 

What you’ll like: It works from Gmail. No training needed.

What you might not like: The user interface is not intuitive. For example, every email needs to be individually forwarded to Keeping (it’s a lot of manual effort). 

Price: Starts at $29 for 5 users/month 

14. Helprace

Another ticketing system that offers a shared inbox as an add-on. It has the basic features of a shared inbox but it’s primarily a help desk software. Tickets, email management, customer community, and knowledge base are some major features it offers.

Who should use: Customer support teams.

What you’ll like: Visual editor to create custom email responses.

What you might not like: Shared inbox is added as an afterthought to their Customer Support software.

Price: Starts at $9/agent/month

15. MailClark

As mentioned on their website, MailClark is a bot that bridges the gap between messaging—most notably Slack— and email.” It’s a shared inbox built for Slack and MS Teams exclusively. Their objective is to let the bot handle all external communications for tweets, emails responses and more.

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Who should use: Businesses using Slack or MS Teams extensively.

What you’ll like: Their bot is pretty neat. 

What you might not like: The bot only handles external communications. 

Price: Starts at $5/user/month

Why teams love shared inboxes?

Shared Inboxes are a great way for teams to share an inbox like info@ or support@. They keep everyone on the same page at all times. There is complete visibility into the workflow of teams. Information does not disappear in silos.

Companies that use shared inboxes enjoy the following benefits:

  • Emails never go unanswered (because every email gets an owner)
  • Inboxes are less cluttered than before (no internal forwards or Cc’s)
  • There are no overlaps (two people don’t end up working on the same email)
  • Repetitive tasks can be automated (such as the assignment of emails)
  • Team performance becomes measurable (average time for the first response or resolution)

Interesting fact: Teams that use Hiver’s shared inbox save a massive 264 hours every month.

Would you like us to show you how Hiver can deliver similar results for your team? You can always request a demo with us.

Or better, try it out (Free for 14 days) to see if it works for you.

Hiver HQ
Harsh is the content lead at Hiver. He's jocular, loves dogs, and is always up for a road trip. He also reads - when Netflix gets boring.
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