Shared Inbox
A single team mailbox where conversations become assignable, status-tracked items so agents don't collide or duplicate replies.
A shared inbox is a team mailbox — typically behind an address like
support@ — where every incoming message becomes an assignable, status-tracked
conversation. Unlike a forwarded mailbox or distribution list, it adds ownership
(one agent per conversation), status (open / pending / resolved), collision
detection and internal notes.
It's usually the first building block of a help desk. In Helpdash, the shared inbox unifies email, live chat, a web widget, a portal and the API into one triage view.