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5/12/2011
03:47 PM
Jim Rapoza
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Gmail Add-On Boosts Support Features

The Shared Inbox add-on for Google Apps Business accounts is designed to provide improved help desk and customer support ticket features for businesses using Gmail as their main communications platform.
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The core functionality of Shared Inbox for Gmail is simple, an email address (such as a sales or support address) is assigned to a shared inbox, and users within the group have access to that account. Via the graphical box at the bottom of the message, any issue can be assigned to a worker and tracked through its progress.

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