Koltrix
Team inbox
Why two people answer the same email, and five fixes
A teardown of a duplicate-reply incident in a shared inbox: the five root causes behind it, fixes ranked by effort, and how to apologize when it still happens.
5 min read
Blog · Team inbox · page 3 of 3
Team inbox
Shared inboxes and the workflows around them: triage, ownership, permissions and keeping a team's email under control.
Team inboxOwnership rules for shared inboxes: who replies to what
A playbook for writing explicit ownership rules in a shared inbox: by topic, customer or rota, how to hand off out loud, and a one-page policy you can copy.
5 min read
Team inboxShared inbox vs distribution list vs alias: how each one works
Aliases, distribution lists and shared inboxes all route team mail, but they handle replies, read state, history and offboarding very differently. Here's how.
4 min read
Team inboxWhen does a team actually need a shared inbox?
The signals that forwarding hello@ to one person has stopped working, plus a decision table for choosing between staying put, an alias, or a shared inbox.
5 min read