Hey Community,

I hope someone here can help me out. I’ve been trying to figure out the best way to manage emails within Zoho CRM.

From what I understand, Zoho CRM relies heavily on lead owners, who typically use either Zoho Mail or a connected service like Gmail within the CRM. However, we’re facing a challenge:

If a lead owner is on vacation (e.g., for three weeks) and receives emails from leads, other sales team members have difficulty accessing and responding to these emails.

We’ve looked into Zoho Teaminbox, but the issue is that it doesn’t support CRM email tracking features, such as knowing when an email has been opened or clicked. Without these tracking statuses, it becomes harder to run automated workflows.

Other CRMs, like HubSpot, offer a shared team inbox where all emails are visible to the team, allowing for seamless collaboration. We’re looking for a similar solution within Zoho CRM—or an alternative workflow that achieves the same goal.

Additionally, another challenge we’re facing is tracking which leads haven’t responded to our emails. It’s difficult to determine who we need to follow up with efficiently.

If anyone has insights, workarounds, or best practices for handling these issues in Zoho CRM, I’d love to hear your thoughts!

Thanks in advance!