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Evaluate 50 shared inbox tools to choose the best one for your organization

Evaluate 50 shared inbox tools to choose the best one for your organization

Sandeep Kotla
Published : September 1, 2022
Last Updated : November 3, 2023
774 Views
14 Min Read

What is shared inbox software?

A shared inbox (or team inbox) serves as an unified inbox for an entire team and provides each member with constant visibility and access to communication activity. This increases team productivity and ensures members' transparency, visibility, and credibility.

A shared inbox is a simple solution that has numerous applications for team collaboration, customer service, and internal team support .

What are the key functionalities of a shared inbox?

The shared inbox tool allows teams to create unified inboxes for their group IDs (e.g., HR@company.com, sales@company.com, support@company.com, etc.) and add team members to groups. They can also create temporary groups around ongoing projects.

Any group member can work on the emails—respond, add tags, color code, assign emails to themselves or other group members, archive, snooze, and more. The status of the email will change for everyone else in the group.

The team can add members to groups and initiate conversations on emails, creating seamless collaboration within and across teams.

The team can define rules and configure the workflow of emails delivered to group inboxes. For example, the team can automate responses with pre-set help documents based on their subject.

Teams can draft pre-set templates for repeated emails, create automated signatures, and use them as they send emails from group inboxes. This can include drafts of policy documentation, organizational process workflows, rejection emails, and more.

Teams can leverage analytics and track insights on inboxes and members as well as audit team members’ activity logs.

Choose from one of these 50 shared inbox tools for your organization

Evaluating and choosing the right shared inbox tool for your organization is of vital importance, and to help you with this task, we’ve compiled a comprehensive list of 50 shared inbox tools for you to explore as you make your choice. Teams and admins can also follow this playbook on how to select the proper shared inbox tool to determine their shared inbox requirements, filter and compare vendors, ask the relevant questions in the RFP documents, and ultimately select the vendor that best meets the organization's needs.

Vendors	Use Cases	Core Features of the Shared Inbox	Cost & Pricing Strategy
Benbria Loop	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development Project management	Group mail management Internal discussion Rules and automation Auto-assign (round robin, least busy first) Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Live chat Insights and analytics Canned responses Other Key Capabilities: Sentiment analysis CRM Dashboards Chatbot hand off/takeovers	On request
Casengo	Email management Multichannel support Customer relations (customer service/support)	Group mail management Internal discussion Rules and automation Canned responses Omnichannel: WhatsApp, Instagram, Facebook, etc. Insights and analytics Other Key Capabilities: Ticketing tool	€14 per user/month €44 per user/month Custom pricing available
Chatwoot	Email management Multichannel support Customer relations (customer service/support) Team collaboration (for remote teams and shift-based teams)	Group mail management Internal discussion Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Other Key Capabilities: Live chat Channels Automations Chatbots	Free US$19 per agent/month US$39 per agent/month Custom
ClientFlow	Email management Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development Project management	Group mail management Canned responses Internal discussion Insights and analytics Rules and automation Other Key Capabilities: Project management and tracking Task management and monitoring Kanban project management Timekeeping Time management	US$19 per user/month (minimum 2 users)
Crisp	Email management Customer relations (customer service/support) Team collaboration (for remote teams and shift-based teams) Demand generation/business development Project management	Group mail management Internal discussion Rules and automation Omnichannel: Twitter, WhatsApp, Instagram, etc. Insights and analytics Other Key Capabilities: Ticketing System CRM Co-browsing Campaigns Chatbot Live chat Knowledge base	Free US$25/month/inbox US$95/month/inbox
DragApp	Email management Customer relations (customer service/support) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams) Project management	Group mail management Internal discussion Canned responses Insights and analytics Kanban board Workflow automation	US$5 per user/month US$10 per user/month US$15 per user/month
eDesk	Email management Multichannel support Customer relations (customer service/support) Team collaboration (for remote teams and shift-based teams)	Group mail management Internal discussion Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Collision detection Query grouping SLA tracking Other Key Capabilities: Live chat Knowledge base Review and analytics
Emailgistics	Email management Customer relations (customer service/support) Team collaboration (for remote teams and shift-based teams)	Group mail management Internal discussion Rules and automation Auto-assign (round robin, least busy first) Insights and analytics Audit trail	US$10 per user/month US$24 per user/month
Emailtopia	Email management Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development Project management	Group mail management Internal discussion Auto-assign (round robin, least busy first) Rules and automation Insights and analytics Audit trail	US$14 per agent/month US$24 per agent/month US$34 per agent/month
Enchant	Email management Multi channel support Customer relations (customer service/support) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams)	Group mail management Collision detection Internal discussion Satisfaction surveys Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Customer history Insights and analytics Other Key Capabilities: Knowledge base Multi-language support	US$15 per user/month
Freshdesk	Automatically converts incoming emails into tickets. Pulls in the customer profile and other data points from CUSTOMER SUCCESS to resolve the ticket.		US$29 US$59 US$99 (Customer support: US$79 and US$129)
Front	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Team collaboration (for remote teams and shift-based teams) Help desk for internal IT/non-IT teams	Group mail management Canned responses Internal discussion Rules and automation Insights and analytics Other Key Capabilities: Universal inbox Workflow management Help desk Complaint management CRM	US$19 (minimum 2 users) US$49 (minimum 5 users) US$99 (minimum 10 users)
Gmelius	Email management Customer relations (customer service/support) Team collaboration (for remote teams and shift-based teams) Help desk for internal IT/non-IT teams	Group mail management Internal discussion Rules and automation Kanban boards Email routing Collision detection Insights and analytics Other Key Capabilities: 2-way integration with Gmail and Slack Workflow management	US$7 per user/month US$12 per user/month US$24 per user/month US$49 per user/month
Groove	Team collaboration (for remote teams and shift-based teams) Email management Customer relations (customer service/support)	Group mail management Collision detection Internal discussion Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Customer history Other Key Capabilities: Knowledge base	US$19 per user/month
HappyFox	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Team collaboration (for remote teams and shift-based teams) Demand generation/business development	Group mail management Collision detection Canned responses Internal discussion Real-time status update Ticket merge/split Other Key Capabilities: Ticketing system Knowledge base Canned actions automation Task management Satisfaction survey Help desk BI reporting AI and conversational ticketing	US$29 per agent/month US$49 per agent/month US$69 per agent/month US$89 per agent/month
Helpmonks	Email management Customer relations (customer service/support) Client management (managing multiple clients) Team collaboration (for remote teams and shift-based teams) Demand generation/business development	Group mail management Collision detection Internal discussion Rules and automation Canned responses Live chat Insights and analytics Customer history Other Key Capabilities: Live chat tool Email campaigns Automated email drip campaigns Email tasks CRM for emails Knowledge base	Tiered by feature: US$29, US$49, US$99 Not charged per user
Helprace	Email management Multi-channel support Ticketing system Customer relations (customer service/support) Client management (managing multiple clients) Helpdesk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams)	Group mail management Collision detection Canned responses Internal discussion Auto-assign (round robin, least busy first) Other Key Capabilities: Ticketing system Community (feedback and self-service) Docs (internal KB and docs site)	US$9 per agent/month US$18 per agent/month US$27 per agent/month
Help Scout	Email management Customer relations (customer service/support) Client management (managing multiple clients) Team collaboration (for remote teams and shift-based teams)	Group mail management Collision detection Internal discussion Bulk replies Insights and analytics Unified customer view Advanced search Satisfaction ratings Other Key Capabilities: Reporting Knowledge base Live chat Messages Workflows Customer management	US$20 per user/month US$35 per user/month US$60 per user/month
Helpwise	Email management Customer relations (customer service/support) Help desk for internal IT teams Team collaboration (for remote teams and shift-based teams)	Group mail management Collision detection Canned responses Internal discussion Rules and automation Insights and analytics Other Key Capabilities: Reporting Knowledge base CSAT Workflows	US$20 per user/month US$40 per user/month Enterprise: quote request
Hiver	Team collaboration (for remote teams and shift-based teams) Email management Customer relations (customer service/support) Help desk for internal IT/non-IT teams	Group mail management Collision detection Internal discussion Rules and automation Canned responses Auto-assign (round robin, least busy first) SLA management Customer surveys AI-powered responses Insights and analytics	US$15 per user/month US$39 per user/month US$59 per user/month
HubSpot	Customer relations (customer service/support) Demand generation/business development Project management Team collaboration (for remote teams and shift-based teams)	Live chat Group mail management Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Chatbot builder Rules and automation Insights and analytics Other Key Capabilities: Knowledge base Ticket creation Workflow automation Sales Automation	US$23 US$90 US$120
Juphy	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Team collaboration (for remote teams and shift-based teams)	Group mail management Internal discussion Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc Insights and analytics Other Key Capabilities: White-label help desk Workflow automation Social inbox	US$12 per user/month US$20 per user/month
Kayako	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams)	Group mail management Collision detection Canned responses Internal discussion Rules and automation Training resources Omnichannel: Twitter, WhatsApp, Instagram, etc Other Key Capabilities: Customer support Ticketing software Internal help desk Ecommerce customer service Internal IT support desk	Single product: US$60 per user/month
Keeping	Email management Multichannel support Customer relations (customer service/support) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams) Project management	Group mail management Collision detection Internal discussion Auto-assign (round robin, least busy first) Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. In-browser notifications Insights and analytics Other Key Capabilities: Ticketing system Knowledge base	US$8 per user/month US$19 per user/month
Lexer	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development	Group mail management Live chat Internal discussion Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Insights and analytics Other Key Capabilities: Single-customer view 360° customer profiles Experian enrichment Omnichannel integration Post-visit re-targeting Recommended actions Authentication workflow Analytics + reporting
LiveAgent	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development Project management	Group mail management Collision detection Internal discussion Auto-assign (round robin, least busy first) Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Live chat Insights and analytics Other Key Capabilities: Ticketing Workflow automation Live chat Call center Built-in call center software Social media Knowledge base Customer portal Time rules and tracking	Ticket subscription for US$15 per agent Ticket + chat subscription for US$29 per agent All-inclusive subscription for US$39 per agent
Loop Email	Email management Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT teams Team collaboration (for remote teams and shift-based teams)	Group mail management Internal discussion Rules and automation Canned responses Insights and analytics Collision detection Auto-assign (round robin, least busy first) Other Key Capabilities: SLA notifications Personal mailbox rules	US$10/month US$20/month Customizable advanced packages
MailClark (acquired by Sendinblue)	Email management Customer relations (customer service/support) Team collaboration (for remote teams and shift-based teams) Demand generation/business development	Group mail management Internal discussion Rules and automation Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Insights and analytics Other Key Capabilities: AI-fueled bot assistant Marketing automation Email/SMS marketing, segmentation	Free US$25/month US$65/month Customizable advanced packages
Mailflow	Email management Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development Project management	Group mail management Internal discussion Rules and automation	US$9 per user/month
Mailor	Email management Customer relations (customer service/support) Team collaboration (for remote teams and shift-based teams)	Group mail management Internal discussion Rules and automation Canned responses Insights and analytics Other Key Capabilities: Team portal
Message Desk	Multichannel support Customer relations (customer service/support)	Internal discussion Canned responses Other Key Capabilities: Business phone line Broadcasts Campaigns Chatbot Forms	US$14 per month US$39 per month US$129 per month
Missive	Team collaboration (for remote teams and shift-based teams) Email management Customer relations (customer service/support) Help desk for internal IT/non-IT teams	Group mail management Internal discussion Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Other Key Capabilities: Team inbox management	US$14 per user/month US$18 per user/month US$26 per user/month
Mojo Helpdesk	Customer relations (customer service/support) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams)	Group mail management Collision detection Internal discussion Auto-assign (round robin, least busy first) Rules and automation Canned responses Knowledge base Ticketing system Other Key Capabilities: Customer satisfaction ratings Asset management	On request
Plumm	Email management Multichannel support Demand generation/business development Project management Team collaboration (for remote teams and shift-based teams)	Group mail management Live chat Internal discussion Rules and automation Canned responses Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Kanban board Insights and analytics Other Key Capabilities: Live chat	Free: 1 shared inbox US$10 per user/month: unlimited shared inboxes
ProProfs Help Desk	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development	Group mail management Collision detection Canned responses Internal discussion Auto-assign (round robin, least busy first) Insights and analytics Rules and automation Self-service knowledge base Training resources Omnichannel: Twitter, WhatsApp, Instagram, etc. Other Key Capabilities: Ticketing system Customer complaint management Customer communication management Customer interaction management Internal ticketing system Enterprise help desk software Trouble ticket software Omnichannel help desk	Live chat + help desk: US$15 per user/month US$25 per user/month Enterprise (custom)
Replypad	Email management Customer relations (customer service/support) Help desk for internal IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development	Group mail management Collision detection Internal discussion Canned responses Rules and automation Search Other Key Capabilities: Real-time conversation update	US$15/month US$49/month US$79/month
Rooftop	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Team collaboration (for remote teams and shift-based teams) Project management	Group mail management Intelligent search Internal discussion Rules and automation Insights and analytics Other Key Capabilities: Pipeline building Sales automation integration Multi-language support Inbox automation Reporting CRM Customer care platform Project management tool	US$49 per user/month Custom pricing available
Sedna	Email management Client management (managing multiple clients) Help desk for internal IT/non-IT teams	Group mail management Internal discussion Other Key Capabilities: Document management security
SharedBox	Email management Customer relations (customer service/support)	Group mail management Internal discussion Automatic replies Other Key Capabilities: Support site to convert emails to tickets	US$5 per user/month US$19 per user/month US$49 per user/month
SharedInbox	Email management Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT teams	Internal discussion Rules and automation Migration Canned responses Other Key Capabilities: Mail-to-ticket conversion	US$5/month US$19/month US$49/month
Sortd for Gmail	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development Project management	Group mail management Internal discussion Rules and automation	Free US$8 per user/month U$12 per user/month
Streak	Email management Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams) Demand generation/business development Project management	Group mail management Internal discussion Insights and analytics Email tracking Mail merge Thread splitter
SupportBee	Email management Multichannel support Customer relations (customer service/support) Client management (managing multiple clients) Help desk for internal IT teams Team collaboration (for remote teams and shift-based teams)	Group mail management Workflow customization Internal discussion Reporting Rules and automation Audit trail Other Key Capabilities Offered: Customer portal Knowledge base	Integrations US$13 US$17
Textodog	Demand generation/business development Customer relations (customer service/support) Client management (managing multiple clients)	Internal discussion Rules and automation Canned responses	US$33 per user/month
traggr	Multichannel support Customer relations (customer service/support)	Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Other Key Capabilities: Templated intake forms
Trengo	Email management Multichannel support Customer relations (customer service/support) Help desk for internal IT/non-IT teams Team collaboration (for remote teams and shift-based teams)	Group mail management Internal discussion Rules and automation Canned responses Insights and analytics Other Key Capabilities: Team chat Customer satisfaction Survey (CSAT) Chatbots and flows Self-service knowledge base Conversation API	US$18 per agent/month US$29 per agent/month US$40 per agent/month
UniPile	Customer relations (customer service/support) Team collaboration (for remote teams and shift-based teams) Client management	Group mail management Internal discussion Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Canned responses	Free €5 per person/month €10 per person/month Custom
Whelp	Customer relations (customer service/support)	Omnichannel: Twitter, WhatsApp, Instagram, Telegram, etc. Insights and analytics Internal discussion Other Key Capabilities: Omnichannel customer service	Free US$49/month US$99/month Customizable advanced packages
Zendo	Help desk for internal IT teams Customer relations (customer service/support)	Internal discussion Custom status flows and workflows with unlimited inboxes Payment system integrated into communication Customer profile	US$5 per user/month US$19 per user/month Custom pricing available
Zoho TeamInbox	Email management Demand generation/business development Team collaboration (for remote teams and shift-based teams)	Internal discussion Rules and automation Migration Canned responses Personal inbox Other Key Capabilities: Follow and snooze Track team activity and tasks Co-author email replies Integrates with Zapier, Zoho CRM, Zoho Desk and other Zoho applications	US$10 per user/month Custom pricing available

Wrapping up

It would be a costly error to obsess on one provider without understanding the market or the competitive landscape. This may require the team to make unwarranted modifications to their operational processes, or to increase the budget to accommodate a single vendor.

As the admins teams go through the review process, it’s essential to grasp the shared inbox landscape, the vendors, their positioning, product features and functions, and supported use cases, among other factors.

Undoubtedly, technology will play a crucial role in problem-solving, but when introducing a new tool that requires significant investments in people, ways of working, and relationships with other teams and organizations, it should be a conscious and collaborative decision made with input from all stakeholders.

DISCLAIMER:

^{_{The information and recommendations presented in the blog published on this site, including the contents in the sheet referenced in the blog ("Blog") are for general information only. Any reliance on the information provided in the Blog shall be done at your own risk. All copyrights and trade names mentioned in the Blog remain the property of the original owners and any liability thereof is expressly disclaimed. The information contained in the Blog is a compilation of publicly available data from vendor's website by the author and is not investigated, monitored, or checked regularly for accuracy, reliability, or completeness by Zoho.}}

^{_{Zoho does not endorse, approve, recommend, or certify any information, product, process, service, or organization presented or mentioned in the Blog, and information from the Blog should not be referenced in anyway to imply such endorsement, approval, recommendation or certification. Any third party materials or content of any third party site referenced in the Blog do not necessarily reflect the opinions, standards or policies of Zoho. Zoho is not providing or undertaking to provide any advice through the Blog.}}

^{_{Prices mentioned in the Blog are as published by the vendors on their website(s) as on 01.05.2022 and the prices are subject to change at any time without notice. Prices published in the Blog exclude applicable taxes or discounts offered, which may alter the final price payable by a customer. In case of any queries or concerns in relation to the Blog, you can send an email to sandeep.kn@zohocorp.com}}

Sandeep Kotla
Sandeep is an inbound marketer with Zoho Corporation. Previously, he handled analyst relations and corporate marketing for ManageEngine (a division of Zoho Corp) and its suite of IT management products. He currently spends most of his time re-imagining and writing about how work gets done in large organizations, reading numerous newsletters, and Marie Kondo-ing his inbox.

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