Use a Google Group as a Collaborative Inbox

Information

The Collaborative Inbox feature in Google Groups allows teams to manage shared email responsibilities directly within the Google Groups interface. It functions similarly to a ticketing system, allowing you to track which team member is handling specific inquiries.

Key Features

  • Take Ownership: Take responsibility for an email conversation.
  • Delegate: Assign responsibility for an email to another group member.
  • Track Status: Mark emails as Complete, Duplicate, or No Action Needed.
  • Filter & Search: Organize your view by status or assignee to ensure no message is missed.

Environment

  • Google Groups

Process

1. Create a New Group

If you do not have a group yet, you can request one using the Google Group Request form (opens in a new window). To ensure you have these features, select Yes for "Enabling Shared Inbox" on the form.

2. Enable Collaborative Inbox for an Existing Group

If your group exists but you do not see assignment or status options, you must enable them in the settings:

  1. Navigate to Google Groups (opens in a new window).
  2. Click the name of your group.
  3. On the left-hand menu, click Group Settings.
  4. Under the General section, find "Enable additional Google Groups features" and select Collaborative Inbox.
  5. Click Save Changes at the bottom of the page.

3. Assign a Message

  1. Navigate to your group at Google Groups (opens in a new window).
  2. Click the conversation you wish to manage.
  3. Locate the Assign icon (person icon) in the upper-right toolbar of the message window.
  4. Select Assign to me to take ownership, or Assign to someone else to delegate.
    • If assigning to someone else, type their email address and add an optional note if desired.
    • Click Done.
  5. Note: To assign multiple messages at once, select the checkboxes next to the conversations in the main list before clicking the Assign icon.

4. Resolve a Message

  1. Open the message you have finished handling.
  2. Click the Status icons in the upper-right toolbar:
    • Mark Complete (Checkmark icon): Use when the inquiry is resolved.
    • No Action Needed: Use for informational or spam-type messages.
    • Mark as Duplicate: Use if the same issue was reported in multiple threads.

 

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