Most companies require generic email addresses such as email@example.com or firstname.lastname@example.org. It is not reasonable to use personal addresses outside of the company, such as on a website. Indeed, the target employees may be unavailable or have left the company. It is also possible that one person alone is not able to answer certain questions or that managing the flow of emails is simply too much for a single employee.
What’s more, Office365 has the capability to simply create generic addresses. These inboxes are automatically visible and controllable from Outlook for each user. For example, at Keluro we share three inboxes: email@example.com for all requests, firstname.lastname@example.org for problems relating to the use of our products and email@example.com for automated mailings.
Nevertheless, a problem remains with a shared mailbox: it is impossible to know which user is responsible for the monitoring of an email. For example, a prospective client sends an email to firstname.lastname@example.org to seek clarification on one of the products sold by Contoso before placing an order. The employees of Contoso, Bruno and Amélie both check the shared inbox. Amelia, a specialist in technical issues, is on leave. Bruno, who usually handles orders, sees this email but is not able to answer it without Amélie. On Amelia’s return from leave, the email from the prospective client has been forgotten. Amelie saw it on her return and thought Bruno had dealt with it… a damaging misunderstanding for Contoso.
When it comes to managing shared inboxes, you can benefit from the features of KMailAssistant. In fact, incoming messages can be assigned directly to users. Problematic situations like the one mentioned above are solved.
With KMailAssistant in a shared inbox, you can immediately see to whom the email has been assigned, and if it has been processed. You can even assign it to a team member who has no access to this shared inbox and check its status (the email will be transferred).
Furthermore, on the side panel, you can see all the emails assigned to you and assigned by you which are still waiting to be dealt with.
So that’s an end to the collaborative mess of shared inboxes.