Use a group as a Collaborative Inbox


This article is for G Suite administrators. To manage your own groups, visit the Google Groups help.
This feature requires Google Groups for Business. Currently, it’s only available in classic Groups, but it’s planned for new Groups." "

You can use Collaborative Inboxes in Google Groups for mailing lists and online forums. Members of the Collaborative Inbox can also assign topics to each other for tracking.

For example, you could create a group for your technical support or customer service team with the address support@your-domain.com. Then, add your support staff as group members and allow people outside of your organization to send messages to the group. When your support staff gets a message, they can:

  • Assign responsibility for topics to group members
  • Mark topics as resolved
  • Edit tags associated with topics
  • Filter topics according to tag, resolution status, or assignee

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Before you begin

Create a Collaborative Inbox group, or enable Collaborative Inbox features for an existing group. Learn how to create a Collaborative Inbox.

Use a Collaborative Inbox group

Assign a topic

To assign responsibility for a topic to yourself or another group member:

  1. Sign in to Google Groups.
  2. If you're using new Groups, temporarily go back to classic Groups:
    1. In the top right, click Settings Settings.
    2. Click Return to classic Google Groups.
  3. Click My groups.
  4. Click the name of a group.
  5. Open the topic from the Topics view and do one of the following:
    • Click Take to assign the topic to yourself.
    • Click Assign to assign the topic to another group member. Search for the member's email address in the dialog that appears, then click Assign next to the member in the search results.
  6. If a topic is assigned to you and you want to remove the assignment:
    • Open the topic and select Drop from the Actions drop-down menu.
    • (Optional) Assign the topic to another group member.
  7. To view topics that have been assigned to you, select Assigned to me from the Filters menu.
Resolve a topic

Resolving a topic indicates that the topic requires no further action. There are multiple ways to resolve a topic, depending on the way it's resolved:

  • If a topic requires no action, click No action needed.
  • If a topic is a duplicate of a previous topic, click Set as duplicate. In the dialog that appears, click the URL tab, then specify the URL of the original topic.

The Topics view indicates which topics have been resolved, and how. These resolution settings are not mutually exclusive; you can apply more than one to a single topic.

Manage tags

You can organize topics with tags. You can have up to 20 characters in a tag, and up to 14 tags in a topic.

To add or remove tags: 

  1. Sign in to Google Groups.
  2. If you're using new Groups, temporarily go back to classic Groups:
    1. In the top right, click Settings Settings.
    2. Click Return to classic Google Groups.
  3. Click My groups.
  4. Click the name of a group.
  5. Expand a topic.
  6. Click add tags. 
  7. Specify one or more tags and click Save changes. The topics tags are displayed next to the subject of the topic.
  8. Click the X next to a tag to remove it from the topic.
Filter topics

To filter the topics currently displayed in the Topics view, click Filters. You can filter topics by any combination of the following:

  • Topics without replies
  • Topics you've started
  • Topics you've replied to
  • Topics marked complete

When you've selected the filters you want, click Apply selected filters at the bottom of the menu. To remove the filters you've applied, choose Filters > Clear all filters (display all topics).

You can also filter topics by tag. To do so, switch to your group's Tags view and select the tag you want to view.

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