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Does your team use email to process support tickets, sales inquiries, or other requests from colleagues or customers? If so, you might want to set up a Google Group as a collaborative inbox. With a collaborative inbox, members of a group can receive and respond to email requests using a common address, such as support@your_company.com. They can also assign incoming messages to group members, track status, categorize posts so theyre easy to find later, and more. Heres how a collaborative inbox works, how to set it up, and how to launch it with your team. Already set up your Google Group? Learn more about how to use the new Google Groups for Business here.
Does this sound like something your team needs? If so, heres how to set it up...
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* Important: Selecting Collaborative inbox sets several permissions for the group that cant be undone by disabling the setting later. To revert the group back to its original state, you must change each setting individually. Adjust group settings as shown in the tables below. Click Create Group when youre done.
W h o c a n vi e w th e g r o u p' s c o nt e nt ?
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r o u p w ill b e a bl e to vi e w g r o u p p o st s a n d to pi c s. W h o c a n p o st m e s s a g e s ? S el e ct A n y o n e T hi s le ts c u st o m e rs o ut si d e y o u r o
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r g a ni z at io n s e n d m e s s a g e s to th is g r o u p. W h o c a n jo in th e g r o u p ? S el e ct O nl y in vi t e d u s e r s
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In addition to the Basic permissions you set when creating the group, additional permissions related to Posting, Moderation, and Access are set based on the group type you selected. The default permissions for the collaborative inbox are shown on the next pages of this document. Note: You can enable or disable additional permissions for the group. Select Manage > Permissions to adjust permissions for the group.
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Moderation: Collaborative Inbox Default Permissions Add Members Approve Members Approve Messages Ban Users Change Any Tag Or Category Delete Any Post Delete Topics Edit Others' Posts Edit Own Posts Edit Welcome Message Hide Abuse Invite Members Lock Topics Mark Duplicate Mark Favorite Reply On Any Topic Mark No Response Needed Modify Members Modify roles Move Topics In Move Topics Out Sticky Topics Take Topic Unassign Topic Unmark Favorite Reply On Any Topic
Member
Manager X X X X X X X
Owner X X X X X X X
X X X X X X X X X X
X X X X X X X X X X
X X X
X X X
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Access: Collaborative Inbox Default Permissions Contact the Owner of a Group Filter Topics View Member Email Addresses View Members View Topics
Member
Manager
Owner
X X X X X X
X X X X
Posting: Collaborative Inbox Default Permissions Add References Assign Topic Attach Files Create a Private Discussion Enter Free Form Tags Mark Favorite Reply On Own Topic Me Too Topic Post Post Announcements Post As The Group Post Moderated Post Rich Text Format Post Trusted Reply To Author
Member
Manager X X
Owner X X X
X X
X X X
To change a roles permissions, click the role you want to change. To create a new role, click the Create button.
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