Tuesday, August 20, 2013

Using Google Groups as a collaborative inbox

You can use a Google Group as a collaborative inbox to distribute and track responsibility for topics among the group's members. These features are especially useful for customer service teams. For example, you can create a group with the address [email protected][your domain].com, add your support staff as members, and allow people outside your organization to send messages to the group. Your support staff will receive your customers' messages, and they can do any of the following from the group's Topics view:
  • Assign responsibility for a topic to a member of the group
  • Mark a topic as resolved
  • Edit the tags associated with a topic
  • Filter topics according to tag, resolution status, or assignee
To set up a new group as a collaborative inbox or add collaborative inbox to an existing group, read more here