Don’t you wish everyone on your team could see all the emails you’re getting in your account? Are you tired of forwarding mass amounts of emails to respective employees every day?

You don’t have to. 

We’ve put together this guide to walk you through all the things you need to know about shared inbox and why you should make the switch as soon as possible. 

Let’s get started! 

1. It’s Not the Same as a Distribution List 

A lot of people confuse distribution lists for shared inboxes, but the two are very different. 


We have to start by answering the question, “What is a shared inbox?” In the most basic terms, a shared inbox is an email account that multiple people have access to. Everyone can read and reply to any email at the same time and in the same way. 

Distribution lists, on the other hand, sends out a copy of the exact same email to everyone on a certain list. This email goes into their individual, personal email accounts, and they can only reply to this email from their personal accounts. If one person handles the email and deletes the message, it will still be sitting in everyone else’s account. 

This can create confusion on who answered what emails and when. 

2. Always Use Shared Inbox Tools

While a shared inbox might seem like a better alternative to a distribution list (and it is), you shouldn’t try to set one up on your own. Simply creating a basic, Gmail account and giving everyone on your team access to it isn’t good enough. 

Everyone will have control over each email, but this can lead to a host of other problems (we’ll touch more on these below). Instead, you should use a shared inbox tool, such as Zenbox

This will give you a lot of additional shared inbox features you can’t get from a normal email account. 

3. Don’t Give Everyone the Same Password 

One of the biggest problems with creating your own shared inbox is security. In order for everyone to have access, you would have to give them all the login credentials, meaning they’re all using your password. If one of your team members leaves, you’ll then have to create a new password to ensure the emails stay private and confidential. 

And you could end up repeating this process several times a year. 

It’s a huge hassle, and it’s easy to accidentally skip someone when giving out the new information, which can cause confusion and slow down the entire workflow. 

A shared inbox tool allows you to create a single, shared email account while giving everyone their own login credentials. Everyone’s information stays secure, and you all have access to the same emails. 

4. Gives You Better Organization 

When sharing the same email account (without a proper shared inbox tool), you can’t see who replies to what email without manually checking each and every one. This can cause problems in a few ways: 

  • Multiple team members can end up responding to the same email 
  • No one responds to an email because they all mistakenly think someone else has already done it 

Both circumstances will lead to unhappy customers or business partners. Since a shared inbox tool lets everyone see what’s been done with separate emails, you eliminate this issue. You can also assign certain emails to specific team members so everyone knows what they’re supposed to do. 

5. Keeps Everyone on the Same Page 

Shared inboxes come with all the same features you get in a normal email account, including a shared calendar. This will give everyone the ability to see the same information, so everyone will be on the same page about important deadlines or other tasks. 

6. Improves Customer Retention 

If you don’t answer a customer’s email, even if it’s a simple mistake on your part, the customer will feel like they’re being ignored. Odds are, they won’t stick with your brand for much longer after that. 

You won’t miss emails with a shared inbox, though, so you’ll improve your customer support and build your customer loyalty. Instead of losing your customers to the competition, you’ll be able to grow your customer base. 

7. Boosts Productivity in the Office 

With a shared inbox, everyone has access to the same information at any time. Your team members won’t have to wait around for you to forward them emails, which will cut out an extra step. This will allow them to put their full focus on their tasks and finish projects faster than normal. 

8. Helps You Make More Money 

When you put all the benefits of switching to a shared inbox together, you’re giving your business an extra stepping stone to better growth and success. Improved productivity can increase your sales, and better customer support and encourage your customers to buy from you again. Investing in shared inbox tools will more than pay for itself in the long run. 

Things You Need to Know About Shared Inbox 

There are a lot of things you need to know about shared inbox before you make the switch. However, once you set up a shared inbox for you and your team, you’ll get rid of complications and confusion related to your company emails. 

Ready to set up a shared inbox account?

You’re in the right place! Don’t hesitate to get in touch with our team at Helpwise to learn more about our services, you can try it for free today!