Shared inbox

A shared inbox for small teams

One support address for the whole team, where every email becomes a case someone can take. Each case has one owner, so the team sees who is answering it, nothing sits in a personal inbox, and the queue says who is waiting on whom.

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The case queue of Tallowquill Support. Cases waiting on a reply are at the top, the oldest reading “us · 19h”; below them, cases waiting on the customer read “them”. Each row gives the subject, the customer, who the case waits on and its status.

Every email a case, and every case an owner

Each new message opens a case, ready for someone to take, and what waits on you sorts to the top. Replies to and from the customer stay on one case.

Send a reply and close the case in one step, or snooze it until a time you choose.
Replies come from your organization’s support address, with your organization’s name beside it.
Saved replies, with the customer’s first name, your name and the case number filled in.

A case on a phone: #46, “Wholesale invoice shows last month’s prices”, open and waiting on us for 19 hours, owned by Sam, with buttons to ask a colleague or hand the case off, and the customer, Maya Lindgren. — A case on a phone: who it waits on, who owns it, and the customer.

Ask a colleague on the case itself

Write a note on a case and @mention the person who knows the answer, or hand the case off. Notes stay with the team.

One page of everything you were asked or mentioned in.
Hand off a case to a member or a team, with a note for them: they are told, with a link to your note.

A note on a case’s timeline in Tallowquill Support: Sam Ortiz asks “@Ana Ruiz can you check the refund before I reply?”, beside a note from Priya Shah and the case’s other entries. — A note with a mention, on the case’s timeline.

Also in ContactRoll

Response-time targets

Set a target in business hours or days for the organization, a product or one support address, and see what is left on every case.

More than an inbox

The same product holds contacts, companies and deals, calls through your own Twilio account, and marketing email.

A help center

Each product can publish its validated articles, and a question asked there opens a case.

Questions

What is a shared inbox?

One address the whole team works from, where each email is visible to everyone and has one owner, so a customer gets one answer. In ContactRoll each email opens a case in a shared queue.

Can we keep our own support address?

Every organization has its own ContactRoll support address. Forward your existing address to it, and replies go out from your organization’s ContactRoll address, with its name beside it.

How is it different from a help desk?

A help desk adds cases with owners, statuses, targets and a knowledge base to the shared address. ContactRoll does both: every email is a case, in a queue the whole team shares.