Shared mailboxes for a teamNew
An address like support@ on your company’s domain that a team answers together, with a record of who did what.
A shared mailbox is an address like [email protected] that belongs to your workspace, not to one person. The people an admin adds open it from their own account. Nobody signs in to it with a password.
Set one up
Workspace owners and admins can do this.
- Your workspace needs your company’s domain. The owner claims it once from Workspace options in the admin console, by adding a DNS record we show.
- In the admin console, open Shared mailboxes. Type the address (like support) and the name people see, then choose Create. Leave the size empty for the usual size.
- Add people from the workspace, and choose what each of them can do.
| Choice | What they can do |
|---|---|
| Can view | Read the mail |
| Can view and reply | Read, save drafts, and reply to people already in a conversation |
| Can reply and send | All of that, plus mark, star and move mail, and send new mail |
| Full access | All of that, plus move mail to Trash |
The people you add don’t have to accept. They get a notification, and the mailbox appears in their account menu.
Who sent it
Mail from a shared mailbox comes from its address. By default it also names the person who wrote it, so your team and the customer can tell. Turn on Hide who replied if only the shared address should show. Either way, Activity shows admins who sent what.
Using one
- Choose your picture at the top right, then the mailbox under Shared with you.
- A bar at the top says which mailbox you are in, and that workspace admins can see what you do in it.
- Reading does not mark mail as read for the rest of the team.
- If someone else opened the same email in the last few minutes, you see a note, so two people don’t answer it.
- Nobody can delete mail for good from here. Full access moves it to Trash.
Removing people, and deleting a mailbox
- Remove next to a person ends their access at once. Offboarding them, or them leaving the workspace, does the same. Anyone can also Leave a shared mailbox from People and access.
- Only the workspace owner can delete a shared mailbox. That deletes it and all its mail for good, so save anything you need first. You type its address to confirm.
- If the workspace is deleted, or no longer has the domain, nobody can open its shared mailboxes, but they and their mail are kept. The owner of a workspace with that domain can Reconnect them, or delete them.
Tell the people you add that what they do in a shared mailbox is recorded, and that workspace admins can see it.
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