Review: Shared Inbox Adds Key Features To Gmail - InformationWeek
09:11 AM
Connect Directly
[Cybersecurity] Costs vs. Benefits
Feb 28, 2017
This online event, hosted by the editors of Dark Reading, brings together IT security leaders, bus ...Read More>>

Review: Shared Inbox Adds Key Features To Gmail

Shared Inbox for Google Gmail lets you create multiple shared inboxes for functions such as customer support, general questions, or help desk.

Gmail Add-On Boosts Support Features
Slideshow: Gmail Add-On Boosts Support Features
(click image for larger view and for slideshow)
For many businesses, especially those in the small and midsize business bracket, Google Apps has become a very popular business office package. In particular, Gmail has become a common choice as a mail and communications tool in many offices.

However, while Google Gmail is an effective tool for many types of common email tasks, by itself it isn’t designed for many other business tasks. In particular, when it comes to certain types of functionality, such as help desk and service tickets and some forms of business collaboration, Gmail doesn’t tend to have the same level of offerings as popular enterprise systems such as Microsoft Exchange.

But that doesn’t mean that there aren’t plenty of developers rushing to fill this void through add-ons and modules for Google Apps. One tool that I recently tested, Shared Inbox for Gmail, is specifically designed to add improved help desk and customer support ticket features to Gmail.

Shared Inbox for Gmail was created by RunMyProcess, providers of a cloud application platform, and the product can be easily installed into a Google Apps for Business account.

In functionality, Shared Inbox for Gmail is pretty simple. It adds a graphic box to the bottom of user emails in Gmail that can be used to assign that email to another user of the Shared Inbox.

It is possible to create and maintain multiple shared inboxes, possibly for different types of functionality such as customer support, general questions, or help desk. The inbox is tied to a specific email (for example, and each user in the related department would have access to that shared Inbox.

So, for example, if I received a support request in email, I could assign that email to another support staff worker and include comments in the Shared Inbox. Basically, it works as a very simple support ticket system.

The full thread of the support email is shown within the Shared Inbox area. And in the lower-left bar of Gmail, a Shared Inbox task area is shown, which makes it possible to view all of the tasks and, potentially, multiple Shared Inboxes being used.

A very basic Web-based administration interface makes it possible to view and create users and shared inboxes. When compared to dedicated help desk and support ticket systems, Shared Inbox for Gmail is a pretty barebones offering. But for many small companies, this type of basic functionality can still fill a need and be a better fit than a full-fledged support system.

The standard plan of Shared Inbox for Gmail, priced at $10 per user per year, includes an unlimited number of Shared Inboxes. But email attachments, while available in the original emails, will not be accessible from the Shared Inbox history. The premium plan, priced at $15 per user per year, includes an unlimited number of Shared Inboxes and also includes the storing and transfer of file attachments, which will be accessible from Shared Inbox ticket history.

You can find more information on Shared Inbox for Gmail here.

Comment  | 
Print  | 
More Insights
Threaded  |  Newest First  |  Oldest First
How Enterprises Are Attacking the IT Security Enterprise
How Enterprises Are Attacking the IT Security Enterprise
To learn more about what organizations are doing to tackle attacks and threats we surveyed a group of 300 IT and infosec professionals to find out what their biggest IT security challenges are and what they're doing to defend against today's threats. Download the report to see what they're saying.
Register for InformationWeek Newsletters
White Papers
Current Issue
2017 State of the Cloud Report
As the use of public cloud becomes a given, IT leaders must navigate the transition and advocate for management tools or architectures that allow them to realize the benefits they seek. Download this report to explore the issues and how to best leverage the cloud moving forward.
Twitter Feed
InformationWeek Radio
Archived InformationWeek Radio
Join us for a roundup of the top stories on for the week of November 6, 2016. We'll be talking with the editors and correspondents who brought you the top stories of the week to get the "story behind the story."
Sponsored Live Streaming Video
Everything You've Been Told About Mobility Is Wrong
Attend this video symposium with Sean Wisdom, Global Director of Mobility Solutions, and learn about how you can harness powerful new products to mobilize your business potential.
Flash Poll