In a small team, how do you manage a shared inbox? i.e. hello@your-awesome-company.com

At MentorCruise, we take care of customer service in a team of two using Helpwise. There's an info@ catch-all address and then our personal ones. Usually, we get to inbox zero within every given day, so we can split new inquiries and take ownership of them. This is a solution that works perfectly, but there may be a few things to do better: - Balance between ticketing system and email. Helpwise is more on the email side. A ticket can't be closed forever. If a customer replies to an email thread a year later, it will be in the same thread, assigned to the same person. - Getting rid of spam and non-actionables automatically. 50% of our inbox does not require action - Better cross-collaboration, e.g. getting input from someone else on a thread that is owned by yourself

You just should install a ticketing system. E.g. osticket. Other than that, if you connect via imap, everyone is able to get all email and see all threads (if an email was replied or not)

I have found that evolves a lot, mostly driven by increased volumes. To start, usually is internal emailing saying "I got this one". But that scales TERRIBLY. So then it may be days on and days off. Eventually then full time role / automatic ticketing assignment. But you defintiely don't need that to start unless you get maybe >10 messages / day.