The Problem with Password Sharing
Many small teams handle a common address such as support@yourdomain.in by sharing one password among everyone. This works until it does not: you cannot tell who replied to what, a leaving employee keeps access, and one person changing the password locks everyone out. There are better patterns.
Pattern 1: A Dedicated Shared Mailbox with Managed Access
Create the shared address as its own GO Mailbox account and add it as an additional account in each team member IMAP client alongside their personal mailbox. Everyone sees the same folders in real time because IMAP synchronises state: when one person reads or replies to a message, it shows as read for all.
- Agree on a working convention: assign by moving messages into folders named per person, or flag items you are handling.
- Always reply from the shared address, not your personal one, so customers see a consistent identity.
- When staff leave, change only the shared mailbox password and update the remaining devices.
Pattern 2: Distribution by Forwarding
For light volume, keep the shared address as a forwarder that copies incoming mail to two or three personal mailboxes. Simple to set up, but replies come from personal addresses and nobody can see whether a colleague already answered, so reserve this for informational addresses like info@.
Choosing Between Them
- Fewer than ten messages a day and one primary responder: forwarding is fine.
- Real customer support traffic with multiple responders: use the shared mailbox pattern.
- High volume with response time targets: consider a helpdesk tool fed by the shared mailbox; ask us for recommendations.
Security Notes
- Use a strong unique password for the shared account and store it in a password manager, not a diary.
- Review who has the shared account configured every quarter.
To create an additional GO Mailbox account for your team, order from the Store menu at app.techguru.co.in or raise a ticket for guidance.
