Google Workspace accounts are intended for use by one person. If multiple people in your organization frequently access the same Google Workspace account by sharing the username and password, it could cause the following problems:
- They might reach an account threshold
- They might see a challenge or question
- The account might be temporarily locked
If users in your organization need to share an inbox or manage accounts for other users, we recommend one of the solutions described below.
Share an email address using a Collaborative Inbox
To let multiple people manage messages using a single address, create a group and make it a Collaborative Inbox. Group members with the correct permissions can assign and manage conversations together. Members can use their own account to view, search, send, and reply to messages using the group's email address, instead of their own address.
For details: Make a group a Collaborative Inbox
Set up mail delegation
Your users can grant access to their Gmail account by adding individuals or Groups as a delegate. The delegated person, or members of a delegated Group, can read, send, and delete messages for the account owner.
Use Google Workspace as a CRM system
To use Google Workspace as a CRM system—such as to manage interactions with customers or users—use a 3rd-party solution from the Google Workspace Marketplace.
After that, to open a support case from Gmail in your CRM, go to Forward email to a 3rd-party CRM.
