what is group inbox

[bmk]

hi
can anybody explain about group inbox ? what is the us?

[ravindram]

hi
can anybody explain about group inbox ? what is the us?

When You Setup an Inbound email there you need to create a Group Inbox. Of you create a user as type Group then Sugar will automatically will show this user as Group Inbox else while creating Monitor Inbox you can create it automatically.

[sugarchris]

Hi Bmk,

The group inbox concept is fairly simple - a use case will illustrate it better than a technical explanation.

Say you have 3 "public" email addresses, typically: sales@, info@ and support@[your domain]. Those three addresses have emails that a group of users work on, say the sales team, the general team and the support team. The group inbox functions as a pool or "work" that individual users can pull items from (Group Inbox to My Inbox) and work on in parallel with others on their respective teams.

If you work a busy support center, say you get 100 emails the morning you come in. Well, you could have someone, like a manager, hand triage the items to team members, but I've built out an automated assignment mechanism just for the Group Inbox. You select a set of emails, select target team members, then select what kind of distribution you want: Round-robin, Least-busy, or Direct. Sugar will go through the items you selected (either with the checkboxes or the search filter) and assign them as you please.

For instance, you have the 100 emails in the morning, you have 4 team members on the support team, and you want each of them to have equal work loads. You select "All Search Results", then through the User picker, check-off all the users on that team, then select Least-busy as the distribution mechanism. Sugar will then ensure, after all 100 emails are distributed, that each team member has an equal workload (if each had 0, they have 25 each now).

[sumanchaudhuri]

All,

All the examples I see for Group Inbox address the "sales@xyz.com", "support@xyz.com" type of scenarios.

What if I have 3 different email addresses: a@hotmail.com, b@yahoo.com, c@gmail.com

And I want to monitor all 3 of them and have them land into my Group Inbox, so that I can then use one inbox to check all the 3 emails and reply back to people.

Questions:

1) Is this possible using the Group Inbox feature? Can I monitor any SMTP or POP3 account?
2) If I reply back to these emails, what Reply-To address is attached to the reply - the one I setup in my email config page?

[sugarchris]

Hi sumanchaudhuri,

Questions:
1) Is this possible using the Group Inbox feature? Can I monitor any SMTP or POP3 account?
2) If I reply back to these emails, what Reply-To address is attached to the reply - the one I setup in my email config page?

1. yes.
2. You can set default reply-to address per mailbox (say sales@xyz.com), but you also have the option to uncheck the "Use Mailbox Email" option when replying to an inbound email, and it will autofill with your user's email address info.

[El_Faraon]

This all makes sense -- but can you assign privileges for certain users to particular groups?

For example, in your example below, let's say I have set up a role as a Sales Rep and I want messages sent to sales@mydomain.com to be sent to the Group Inbox but only Sales people to be able to read them. This way, when I get 100 messages, half to support@ and half to sales@, my sales reps can't accidentally reply/delete/etc. to a support@ message...make sense? Possible?

Hi Bmk,

The group inbox concept is fairly simple - a use case will illustrate it better than a technical explanation.

Say you have 3 "public" email addresses, typically: sales@, info@ and support@[your domain]. Those three addresses have emails that a group of users work on, say the sales team, the general team and the support team. The group inbox functions as a pool or "work" that individual users can pull items from (Group Inbox to My Inbox) and work on in parallel with others on their respective teams.

If you work a busy support center, say you get 100 emails the morning you come in. Well, you could have someone, like a manager, hand triage the items to team members, but I've built out an automated assignment mechanism just for the Group Inbox. You select a set of emails, select target team members, then select what kind of distribution you want: Round-robin, Least-busy, or Direct. Sugar will go through the items you selected (either with the checkboxes or the search filter) and assign them as you please.

For instance, you have the 100 emails in the morning, you have 4 team members on the support team, and you want each of them to have equal work loads. You select "All Search Results", then through the User picker, check-off all the users on that team, then select Least-busy as the distribution mechanism. Sugar will then ensure, after all 100 emails are distributed, that each team member has an equal workload (if each had 0, they have 25 each now).

[dvandewetering]

I'm just a freelancer, I don't want to use the group inbox. Next to that, the Mail Count is screwing up my 1024x768 screen (I get scrollbars in the bottom of my screen), because the panel on top (4.5) gets too wide. When the group inbox should be switched off, it would be just right.

Can't I edit the php file somewhere and just take out that line?
Or is it more complicated?

[kwong]

This all makes sense -- but can you assign privileges for certain users to particular groups?

For example, in your example below, let's say I have set up a role as a Sales Rep and I want messages sent to sales@mydomain.com to be sent to the Group Inbox but only Sales people to be able to read them. This way, when I get 100 messages, half to support@ and half to sales@, my sales reps can't accidentally reply/delete/etc. to a support@ message...make sense? Possible?

I have exactly the same situation and not having multiple groups is probably going to make us stop the sugar implementation and move to something else.

[blueskypoa]

We have the same problem too.

Anybody knows how to solve it?

Cheers

[sonicthoughts]

more basic question - how do you designate a group inbox? can bounce handling for campaigns work on a personal or only group inbox?