Sales Inbox shared mailbox - Best Practices
We have a sales & support team with 4 members. I'm trying to configure Sales Inbox in CRM Plus so that:
1) Incoming emails are shared between all members (imagine that someone is sick/out of the office, and other reps need to assist)
2) Outcoming emails are shared between all members (team may need to access records of earlier communications carried out by other reps)
What I have found out so far:
1) Zoho does NOT allow the same mail account configured as IMAP in more than one Zoho CRM account (confirmed by Zoho support). This means we are not able to use the same shared email account for multiple Zoho users.
2) Zoho allows to set up different email accounts for users and enable complete sharing for each of the mail accounts.
Complete sharing means that other reps can view others emails in Lead/Contact records. It does not allow anyone to view all emails in the same workspace (Sales Inbox).
For us, the defeats the main idea of having a shared inbox. Anyone has faced the same? Are there any best practices?
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