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G Suite Shared Mailbox: you are (probably) doing it wrong!

By 1st May 2018 No Comments

If you’re reading this, chances are you know what G Suite is and what is it good for. Offered by Google, it provides a broad range of productivity tools, widely used by 5 million Companies around the World. You probably are one of them, and might be doing G Suite Shared Mailbox wrong. 

G Suite can be slightly tricky with its users and that’s why people usually start their G Suite journey with the wrong foot. When first using G Suite in their companies, users aren’t usually thinking about how to set up a Shared Mailbox. In their minds it’s just setting up G Suite for their organization, period.

Here you have some of the most common mistakes companies make. Learn how to turn them into solutions for your company in a timely manner and without using additional software.

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Understanding the basics of G Suite

G Suite works like any other SaaS tool, pretty straightforward. Companies pay a fee for the service after a free trial and then they decide if they want to continue the service, across its different editions. 

However, many of these companies still have no idea of how to properly handle the tools offered by G Suite. This happens also when companies don’t know how to properly set up a G Suite Shared Mailbox.

What is a G Suite Shared Mailbox?

Shared Mailboxes are like an unknown territory. For a long time, people were accustomed to handle their email as an individual tool. Shared Inboxes have changed this perspective and  these companies are still not entirely familiar with the full potential of a G Suite shared mailbox

So what is a Shared Mailbox after all? It is simply when you have multiple people logging into the same email address. According to Google, this can lead to you to “reach a Gmail threshold and have account temporarily locked down” due to the high number of requests made by multiple people.

“Each Gmail account is intended and designed for use by an individual user. If you have multiple users frequently accessing the same account from various locations, you may reach a Gmail threshold and your account will be temporarily locked down.”

Still according to Google, the best way to manage a “Shared Mailbox” in your G Suite is creating a Google Group, which is an improvised solution for collaboration in your inbox. We know Google Groups simply doesn’t work as a Shared Mailbox.




Why you’re doing it wrong

History hasn’t been fair with Shared Inboxes. In the past, a common thing to do was to set up a regular email account – for support or sales – and share the password with the entire team, exactly what Google tells us not to do.

Now, the problem here goes way beyond the evident and total lack of security and protection this practice entails, especially when handling sensitive information in those emails. 

Soon enough it’s pandemonium and no one knows who’s doing what. All you see is an endless thread of emails. Miscommunication and chaos reigns all over the office. Then, one day, a major disaster happens – you lose a big client for not addressing an issue on time – and you end up reading articles like this one.

Let’s linger there for a little bit: if you need many people to access the same emails, but you can’t share messages with multiple emails, what can you do? 

Well, if you haven’t tried yet, please follow our advice and do not create an email address for everyone to access sharing email username and password.

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Consequences of not addressing your Shared Inbox needs

In the beginning, it might sound practical, but besides the lack of security we mentioned before, when you start deeply thinking about it, you’ll see how it could go wrong. Sure, there are ways to fix these issues, but they all will consume valuable time and extra resources. Here are a few examples: 

1. Miscommunication among team members

Anyone can reply to a complaint or requirement. Those employees more prone to laziness could simply say: “Someone else will handle that” Imagine what happens if everyone thinks that “someone” else will take over the task? There’s no way to keep track on who’s doing what, so besides miscommunication, you’re facing a potential lack of productivity spree in your team.

2. Increasing time for an answer

“I think someone else started this conversation, so I won’t interfere”.

3. Lack of transparency

When your team doesn’t communicate well, the processes will break down, such as who’s working on what, or if someone should finish a task started by someone else.




Fundamental features in a proper G Suite Shared Mailbox

Ok, now you know how not to start a Shared Inbox initiative using just a regular email account. In order to make the most of a G Suite Shared Mailbox in your team, you need an alternative that is both practical and cost-effective. But, above all, you need a tool that helps you bring the most out of your inbox.

Drag put an end to those days with lots of people sharing the same login and password, it will give each of your team members access to the same space. This not only adds security but provides a clearer workflow, because you’ll be able to know who’s accessing what information and who’s assigned to each task or email.

The best part is that mastering your shared inbox – no learning curve needed because it’s all inside your Gmail inbox – it’s only the beginning. The power of this business tool will reflect in every single aspect of your business.

Other advantages of a well structured G Suite Shared Mailbox

Notes in email : It is as simple as it sounds. With a team well aligned in the same inbox, the need for internal emails will drop dramatically. You will also stop emailing yourself. Let’s say you work with Helpdesk: instead of forwarding a message to a peer and waiting for an answer, you simply write a note on the email with any feedback you want to provide. For internal communication, email becomes pointless. In a shared inbox, all you have to do is write notes and comments in the email, so people get it easily.

Fewer emails, less tools, one inbox and one interface. A Shared Inbox will indeed minimize your workflow, making your team more aligned and on top of their game. Here are some numbers from the McKinsey Global Institute in terms of how beneficial is for your team to have a good communication.

CRM: By sharing your inbox, email becomes something much bigger. There are many great features that will come along. For instance, how about having your own CRM tool in Gmail?  Let’s think about it a little bit. Drag offers you the possibility of turning your inbox into a CRM tool. A simple and effective way to close your sales and manage your pipelines without leaving your inbox.

Delegation: A good tip, if you want to make the most of your team inbox, is to make sure everyone knows what their role is every day. In order to keep this system working, it’s very recommended to assign members to their specific tasks. You can add one or more peers to the same task, depending on its complexity. Since you have many team members helping each other out, it also becomes easier to understand in what aspects they can help each other out.

How you can effectively make a Shared Mailbox right

Drag instantly turns Gmail into a shared inbox, providing the correct environment so your Gmail inbox potentialize its skills. Benefits don’t stop there: It also turns Gmail into a Kanban board, the best way to organize Gmail. 

To turn Gmail into a proper G Suite Shared Mailbox, do the following:

  • (Optional) Book a demo with our team
  • Download and installs Drag Chrome Extension
  • Pick kanban view (like below) or normal Gmail view for your own personal inbox (you can turn kanban view on using the toggle button on top right).

  • Add new boards. You can add empty boards (and add tasks or drag specific emails to it, like a folder) or Shared Inboxes (real-time boards for teams who use emails addresses such as support@ or sales@, all emails will load straight into those boards).

  • Invite your teammates to boards.

And all done! (yes, that’s it!). Now you can start collaborating in Gmail with your team. Also, your emails get many other functionalities, such as:

    • Drag’n’ drop
    • Due dates
    • Internal chat
    • Checklists
    • Multiple boards
    • All of the above shared with your team


G Suite has many advantages, and chances are you’re only using some of them. Turn your inbox into the powerful tool it’s supposed to be.

It doesn’t matter if you’ll use it just like an email or turn it into a CRM, Help Desk or any other workflow management tool. Your Shared Inbox has the ability to increase productivity and boost your team’s work.

If you turn your Gmail into a Shared Inbox tool for your company, you’ll change important aspects on the way you deal with your corporate email chores. A friendly tool to help you to improve and enhance your processes.

What now?

Drag is The Everything Inbox for Teams – one single place to support customers, manage tasks and close deals, from the place teams love – Gmail. We are Techstars-backed Company, trusted by 30,000 users around the World.

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