Shared Inbox / Team Inbox

Options
Joe Ryan
Joe Ryan Member Posts: 8

We should be able to use team inboxes. Like info@...

Currently our company does this - but it makes managing the inbox inside Pipedrive a nightmare!
Pipedrive should have some filters for the inbox, far superior to what is already there - it's extremely weak.
We should be able to filter, and see emails linked with a deal owned by us/another. This means each team member, can jump into the team inbox, and deal with their own deal's emails. But still have the ability to deal with other team members also. For instance, if they are on holiday etc.

Pipedrive is miles behind competitors on this front.

45
45 votes

· Last Updated -

«13

Comments

  • Inês Batata
    Inês Batata Posts: 2,059 PIPEDRIVE TEAM
    5 Likes First Anniversary First Answer Name Dropper
    edited February 2022 #2
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

  • Joe Ryan
    Joe Ryan Member Posts: 8
    edited June 2020 #3
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    @Inês Batata  

    Thanks for your reply. But none of these suggestions address the issue at hand.

  • Inês Batata
    Inês Batata Posts: 2,059 PIPEDRIVE TEAM
    5 Likes First Anniversary First Answer Name Dropper
    edited June 2020 #4
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    @Joe Ryan A good alternative could be one of the integrations from our marketplace, like Front, for example. Check them out here.

  • Joe Ryan
    Joe Ryan Member Posts: 8
    edited June 2020 #5
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    @Inês Batata , and add a further cost for each user in an economic crash? Not really a good solution.

    Hubspot has this, along with a whole host of your competitors, and I believe on their free plan too - maybe we should switch to them?

  • Inês Batata
    Inês Batata Posts: 2,059 PIPEDRIVE TEAM
    5 Likes First Anniversary First Answer Name Dropper
    edited June 2020 #6
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    Hi @Joe Ryan , apologies for the delayed response.

    I've checked internally with our team and unfortunately at the moment we have no plans for team inboxes. However, your feedback has been taken and we are aware there is much more we could do around Sales Email Inbox that will allow sales teams to work more efficiently.

  • Paul_5750
    Paul_5750 Member Posts: 14
    edited June 2020 #7
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    Hi @Inês Batata 

    Thanks for reporting your discussion with the team. The fact there is no plan for team/virtual inbox is a serious concern. It sound like Pipedrive targets solopreneur or small business that have not reach the need to have multiple employees handling requests without affecting the prospect / customer experience or dropping requests. 

  • Joe Ryan
    Joe Ryan Member Posts: 8
    edited June 2020 #8
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    @Paul  100% agree with this.

    I'm aware that most of Pipedrive's competitors offer this. So I can't understand why it's not even being considered or worked on at all?!
    Essentially, it's just an email filter really. We already have email filters, so why doesn't Pipedrive just create a more advanced version?
    Today I get a popup inside pipedrive about a new interface, that for intents and purposes doesn't appear to provide anything new, other than moving items about on my screen (yet again).
     

  • Inês Batata
    Inês Batata Posts: 2,059 PIPEDRIVE TEAM
    5 Likes First Anniversary First Answer Name Dropper
    edited June 2020 #9
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    @Joe Ryan and @Paul thank you for your feedback. We understand your frustration. At the moment we haven't decided to go ahead with adding new features to the Email Sync feature because we have prioritized honing in and improving the capabilities it already has and the way they're experienced by users.

    We are aware that there's still many ways it can be expanded but first we want to have a solid ground for that and unfortunately there's a limited number of concurrent developments that can be carried on in the same set of features. That being said, your detailed feedback of how that would improve use cases like yours is very valuable and I've made sure it's reached the team for future reference.

  • Joe Ryan
    Joe Ryan Member Posts: 8
    edited July 2020 #10
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    I don't know how a re-design for the nth time of the visuals is a higher priority? 

  • Martin Leblanc_6868
    Martin Leblanc_6868 Member Posts: 10
    First Comment
    edited July 2020 #11
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    Hi @Inês Batata 

    It is quite astonishing that the heart of a CRM is to handle customer/prospect data including emails and that Pipedrive feels good about not supporting team inbox which represent a very common email application these days. 

    Team inbox like support@pipedrive.com sales@... are frequently use allowing a team to anonymously reply to inquiries insuring no email is left without an answer (where it could be if is was send to an individual is being absent or busy). Pipedrive sharing email concept does not fit the need as one employee must connect to the team inbox and is can to reply anonymously but all other employee to whom this team inbox is shared will have the only option to reply personally and from there prospect/customer replies will done toward this individual destroying the whole concept of the team inbox. Also, when it comes to bulk email usually done for marketing and sales purposes where email are usually sent anonymously, Pipedrive does not ease this forcing one employee to register the anonymous email address to allow sending anonymous bulk email. 

    Third party applications like Missive (which is probably the best in the industry at managing team emails) are a very incomplete and complex solutions to use where back and forth are needed between them and Pipedrive to see the prospect/customer email history (Much less convenient in Missive for example). Also personalize email template using Pipedrive custom fields cannot be use nor bulk email. Of course there is an extra fee for using a third party application but also involve a "fourth party" application and fee like Piesync to synchronize contact within Missive. When adding all these application complexity rise in data management and internal processes. The price of the solution goes up and make Pipedrive much less appealing in term of price and ease of use. 

    Also the question becomes, why Pipedrive as a CRM wants their customers to spread their CRM data every where in multiple third party applications? 

  • Inês Batata
    Inês Batata Posts: 2,059 PIPEDRIVE TEAM
    5 Likes First Anniversary First Answer Name Dropper
    edited July 2020 #12
    Options

    Hi @Joe Ryan , thank you for your feedback and for exposing your use case so clearly! I have made sure your suggestion reaches our team for consideration.

    In the meantime, there is an option you can use within Pipedrive if you're handling more than one email account: How do I add an Alternative email address for Smart Email BCC?

    Users can also use their email visibility settings to make the messages visible to their colleagues: 

     

    Hi @Martin Leblanc , we appreciate your feedback. Pipedrive's email sync feature was designed thinking of the way individual users would use it - that's the reason why it's not naturally flexible when inboxes are shared and users find the roadblocks you mentioned.

    As you can imagine, redesigning or making changes to an entire feature is a complex process that needs to be very well thought out and executed. We have been making improvements to our email sync that are not apparent to users but that we know are beneficial in the background, and more recently we've tackled the need for email marketing capabilities by joining Mailigen to our offer (more on this later this year).

    Because so far it has not been possible to have a tool that is a swiss army knife and we don't want to spread ourselves too thin, we have opted for focusing on specializing in certain aspects and creating bridges for our users to connect Pipedrive to other tools that do what they do very well too - that's where our integrations come in. Of course we understand that this doesn't solve all cases, but we are always thinking of how we can improve our users' experience and make their lives easier with minimum complexity, and that's why we appreciate your feedback and include users in our research programs and beta testing.

    I've taken the suggestions and pain points raised in this discussion and brought them to our team's attention internally, so we can consider them when discussing future developments.

  • Matt_26464
    Matt_26464 Member Posts: 6
    5 Up Votes First Comment
    edited July 2022 #13
    Options

    It would be very valuable for companies that have to handle common email addresses such as sales@company, marketing@company, support@company and they have multiple agents. 

    If there would be a possibility to add such email addresses to Pipedrive Mail where for example all Sales Reps could automatically see a tab with sales@company address and respond to inquires as sales@company or themselves making sure that other Reps will see in the same tab but on their accounts which inquiries from sales@company were responded and which weren't. 

    There's a feature like that available in HubSpot and it's called HubSpot Inbox. I bet all migrants from HubSpot woule like to have this possibility in Pipedrive.

  • Mike van der Valk
    Mike van der Valk Pipedrive Team Posts: 3,072 PIPEDRIVE TEAM
    First Anniversary 5 Likes 5 LOLs First Answer
    edited June 4 #14
    Options

    Hi @Matt 

    Great suggestion, passing it on to our email team. For now there are third party apps in our marketplace that can do this like Front and a few others.

  • Christopher Bates
    Christopher Bates Member Posts: 3
    First Comment
    edited June 4 #15
    Options

    Hi guys, 

    We have shared inboxes on googlemail and aliases, they let everyone see when important messages come in. We can receive those messages now into our Pipedrive emails, but we can't reply from those shared emails... If we want to reply from a shared email, we have to do it outside of pipedrive. This also means the templates feature isn't as useful because we can't use them to send from shared email addresses. Any workaround for that without having to use Front? 

  • Boris Tsibelman
    Boris Tsibelman Member Posts: 843
    5 Likes First Anniversary First Answer Combo Breaker
    edited June 4 #16
    Options

    There is no work around to this.

    Front is a good option when it comes to the shared inboxes. 

  • [Deleted User]
    [Deleted User] Posts: 2
    First Comment
    edited June 4 #17
    Options

    We have several as well through google business apps. is this a feature PD will consider adding? 

  • Jazmin Poyser
    Jazmin Poyser Member Posts: 21
    5 Up Votes First Comment
    edited June 4 #18
    Options

    Following on this thread rather than creating another.  

    We are very deterred by the 'option' of paying $60+USD/month for Front, when all we want to do is be able to sync a Shared Inbox (Google Workspaces) to Pipedrive.  

    Use case is 2 sales admin users need to view 1 inbox of deal emails. Using a deals@companyname.com email address and sharing the log in credentials isn't best practice, nor advised by Google, but is the only option Pipedrive support has said would work as Shared Inboxes isn't supported by Pipedrive Mail. 

    Having multiple sales or admin staff view the same inbox (and preferably assign emails, like can be done in Google, and I hear HubSpot as well) is a key requirement for Sales teams, and I'm surprised Pipedrive doesn't already offer something here.

    Any suggestions or insight as to dev plan from Pipedrive team?

    All I can think of if we want to use the Shared Inbox is the BCCing feature, for any email we want to link to a Deal. An annoying manual effort increasing risk of error.

  • Morten Novak Bro
    Morten Novak Bro Member Posts: 3
    First Comment
    edited June 4 #19
    Options

    Any news on this issue (support for Exchange shared inbox) ?

    Do you publish a roadmap for the product? Critical for us.

  • Sean_81958
    Sean_81958 Member Posts: 1
    First Comment
    edited June 4 #20
    Options

    Hi @Matt 

    Great suggestion, passing it on to our email team. For now there are third party apps in our marketplace that can do this like Front and a few others.

    any movement on this 

  • Saša Batovanja
    Saša Batovanja Posts: 18 PIPEDRIVE TEAM
    5 Likes Name Dropper First Comment First Anniversary
    edited June 4 #21
    Options

    Hi everyone,

    I'd like to share our progress on this topic. We understand that a shared inbox would streamline the communication between multiple channels and would bring much clarity to omni-channel user experience, so we're currently exploring all the possibilities before adding general shared inbox into our roadmap.

    However, we've been further exploring a Customer Support problem space in more detail and we're currently working on our first version of shared inbox for customer support. This will allow our customers to manage all their customer support communication channels and associated tickets from a single place.

    That being said, we're currently looking for customers who would like to participate in alpha testing of our first version of customer support shared inbox, that will be released at the course of Q3 2022. If you would like to participate, please reach out to me directly via email on sasa.batovanja@pipedrive.com

  • Paul Keck
    Paul Keck Member Posts: 3
    First Comment First Anniversary Photogenic
    edited June 4 #22
    Options

    Pipedrive is a sales CRM, right? We've needed a share sales inbox forever, but it seems that customer support is getting some priority for a shared inbox - pretty disappointing.

    I'm not entirely sure why this isn't default behavior in all sales CRM systems. As soon as a company graduates from one person who handles inbound sales to two people, a shared inbox is essential. How do people deal with a sales@company.com email address otherwise? Pipedrive does not even let sales-person-2 respond to an email sent to sale-person-1 from a deal they've been assigned. It's crazy to me.

    So if you want to use your CRM to receive and send emails, and have more than one person handling sales (like all companies who benefit most from CRM), Pipedrive does not do you any favors.

    A system like Groove support handles this beautifully: customer send email to support@company.com, agent1 takes ownership of email and sends response. Agents 2, 3, etc can see that it was handled by agent1 and look for the next email. Why would we do sales any other way?

  • Albert Zeeman | ID-Tank
    Albert Zeeman | ID-Tank Member Posts: 2
    First Comment 5 Up Votes
    edited June 4 #23
    Options

    we use in outlook generic mailboxes like marketing@... and support@...

    ala PD does not support shared mailboxes... yet. Unless we vote this to add to the roadmap.

    Imagine what this can do for you; a generic email address used for sending emailing and receiving requests

     

     

  • Kreete K
    Kreete K Pipedrive Team Posts: 355 PIPEDRIVE TEAM
    5 Likes First Anniversary First Answer Name Dropper
    edited June 4 #24
    Options

    Hi Albert! 

    Thank you for your feedback. We understand that a shared inbox would help a lot with different teams and we are currently exploring options for a general shared Inbox. 

    We are first exploring a shared inbox for customer support. From that onwards, it will already be easier to continue this for other teams. We do not have an ETA for it, but be assured, this is feedback that we get a lot and are aware of. 

  • Lucas MAGNE
    Lucas MAGNE Member Posts: 163
    First Anniversary First Comment 5 Likes 5 Up Votes
    edited June 4 #25
    Options
    Kreete K said:

    Hi Albert! 

    Thank you for your feedback. We understand that a shared inbox would help a lot with different teams and we are currently exploring options for a general shared Inbox. 

    We are first exploring a shared inbox for customer support. From that onwards, it will already be easier to continue this for other teams. We do not have an ETA for it, but be assured, this is feedback that we get a lot and are aware of. 

    Tickets/Support on Pipedrive 😍👀

  • Sales Manager_68154
    Sales Manager_68154 Member Posts: 1
    First Comment
    edited June 4 #26
    Options

    integrating shared mailboxes would greatly enhance my team's ability to interact with our customers.

  • Hardy Killus
    Hardy Killus Member Posts: 1
    First Comment Photogenic
    edited June 4 #27
    Options

    Is there an Update or workaround for this?

  • Michael Berger
    Michael Berger Member Posts: 8
    Photogenic First Anniversary First Comment
    edited June 4 #28
    Options

    We use missiveapp.com for this features we can't wait no longer. Great Tool for shared Accounts + greate pipedrive integration.

  • Yang
    Yang Member Posts: 9
    Photogenic First Comment
    Options

    I have the same issue.

    I managed it sharing the content of the team inbox via our mail server shared folder solution. This works.

    But, I have a very unpleasant issue : when I delete a mail from my outlook/webmail, this email stays in Pipedrive mailbox causing all my users to delete their mail twice.

    This is a dramatic waste of time and nobody can solve this issue.

  • CarlosPD
    Options

    Hey @Yang !👋🏼

    Sorry for our limitation you are needing to workaround, I surely hope this is something we address in the near future.

    I did want to chime in however on the deletion behavior you are describing. To clarify, our email sync relies on folders. If we detect that a mail message's folder has changed, and it has changed to the folder "Trash", we mark it as deleted on our side.

    I did find your case with support and noticed the command you shared does not move your email to the "Trash" folder, but instead deletes the message directly from your server. When using this command, it does not move the email to the trash folder and therefore the message remains as not deleted on our end.

    Typically people connected via IMAP move emails to the trash folder before they permanently delete the email, so the issue you are seeing does not appear often. I understand however your process, why do double the work and move it to trash, then delete, when you can just delete upfront. Your process is something that should be considered and I can confirm the agent on your case has already forwarded this as feedback.

    For now, we'd recommend either deleting the emails from within Pipedrive, or if working from your provider, moving the emails to your trash folder first, then bulk deleting them from that folder.

    Hope this helps clarify at-least some of the limitation you are facing! If you need any further clarification our support will be happy to assist.

  • Yang
    Yang Member Posts: 9
    Photogenic First Comment
    Options

    I think you misundestood my case : when I delete an email from my INBOX, my server simply move the mail from the INBOX to the Deleted Items folder


    [30/Nov/2022 23:39:12] {MOVE} Protocol: HTTP/WebMail, User: xxx@yyy.fr, IP: a.b.c.d, Folder: ~xxx@yyy.fr/INBOX, Destination Folder: ~xxx@yyy.fr/Deleted Items, From: "Pipedrive Community" <community@pipedrive.com>, Subject: "[Pipedrive Community] CarlosPD mentioned you in Team Inbox", Msg-Id: <<AwdiR874opvNfz91HtdB6JbdlSSjFpkETL