Monday, May 27, 2024

Shared mailbox setups for multiple staff in G Suite.

📧 Sharing Mailboxes and Email Addresses in G Suite

As businesses grow, they often find themselves needing to manage multiple email addresses from different locations. This can be a challenge, especially when trying to maintain a consistent brand image. In this article, we’ll explore how to share mailboxes and email addresses inside of G Suite, Google’s suite of productivity tools for businesses.

Table of Contents

– Introduction

– Setting Up a Shared Mailbox in G Suite

– Using Third-Party Ticketing Systems

– Pseudo Ticketing Systems in G Suite

– Why You Shouldn’t Share Mailboxes

– Getting Help with G Suite

Setting Up a Shared Mailbox in G Suite

On a basic level, you can achieve shared mailboxes within G Suite using a tool called mailbox delegation. With mailbox delegation, you can set up a shared email address, such as sales@yourbusinessname.com, and give multiple people access to that mailbox. Each person can then send and receive email as if they were the shared email address.

This is a great solution for businesses that have a low volume of email, such as info@ or inquiries@. However, if you’re dealing with a high volume of customer responses, you might want to consider using a third-party ticketing system.

Using Third-Party Ticketing Systems

Modern ticketing systems, such as Zendesk, Help Scout, and Teamwork Desk, allow you to manage customer inquiries without sacrificing personalization. With these systems, you can set up a common mailbox where your staff can send and receive email from your customers without your customers knowing that you’re using a centralized system.

Using a ticketing system also allows you to put internal notes on emails before they go out to customers. This means that if multiple people from different departments are working on a customer inquiry, they can communicate with each other without the customer seeing those internal notes.

Pseudo Ticketing Systems in G Suite

If you want to use a similar setup within G Suite, you can use stars, labels, and other features within Gmail to create a pseudo ticketing system. However, this solution is not as robust as using a third-party ticketing system.

Why You Shouldn’t Share Mailboxes

While it might be tempting to share mailboxes, especially if you have part-time staff, it’s not a good idea. Sharing accounts is not compliant with Australian privacy principles, and it can lead to confusion and mistakes. It’s much better to give each person their own personal account with their own name.

Getting Help with G Suite

If you need help setting up shared mailboxes or email addresses in G Suite, or if you want advice on how to structure your business, get in touch with our team at IT Genius. We’ve helped many businesses set up shared mailboxes, and we can help you too.

🤔 FAQ

Q: Can I use a third-party ticketing system with G Suite?

A: Yes, you can. Many modern ticketing systems, such as Zendesk, Help Scout, and Teamwork Desk, integrate with G Suite.

Q: Is it okay to share a Google account?

A: No, it’s not. Sharing accounts is not compliant with Australian privacy principles, and it can lead to confusion and mistakes.

Q: Can I set up a pseudo ticketing system in G Suite?

A: Yes, you can. You can use stars, labels, and other features within Gmail to create a pseudo ticketing system. However, this solution is not as robust as using a third-party ticketing system.

Q: Can I get help setting up shared mailboxes in G Suite?

A: Yes, you can. Our team at IT Genius has helped many businesses set up shared mailboxes, and we can help you too.