Shared Inbox: For all teams to be part of customer conversations

If you’ve ever worked in customer support, you know the drill. A customer emails in with a problem. You can solve half of it, but the other half needs someone from engineering. Or billing. Or the account manager who knows the backstory. So you forward the email, follow up on Slack, then check back in an hour because nobody responded. Meanwhile, the customer is waiting — and they have no idea three people are scrambling behind the scenes.

This isn’t a people problem. It’s a tools problem. When customer conversations live in one person’s inbox or in a ticketing system that only support agents can access, the rest of the team is flying blind. And the support agent? They’re stuck playing middleman between the customer and everyone else in the company.

The Shared Inbox in Knoccs was built to change that entirely.

One Inbox Where Every Team Can Show Up

The Team Space in Knoccs is a shared inbox that doesn’t just belong to the support team — it belongs to everyone who touches the customer experience. Support, success, sales, even product. Every customer conversation that comes through your shared channels lands here, visible to anyone who needs to be involved.

That doesn’t mean it’s chaos. Conversations are organised, tagged, and scored with AI-powered severity ratings so your team can instantly see what’s urgent and what can wait. Smart Assignment routes incoming messages to the right person automatically. And if someone needs to pull in a colleague, a quick @mention inside the conversation thread does the job — no forwarding, no Slack side-channels, no context lost in translation.

For support agents, this is a massive relief. Instead of being the sole gatekeeper between the customer and the rest of the company, you become part of a team that can respond together, in real time, inside the same conversation.

Collaborate Without Leaving the Conversation

Here’s what makes the Shared Inbox genuinely different from a regular group email or a basic customer support tool: the collaboration happens inside the conversation itself.

Say a customer reports a billing discrepancy. Your support agent writes an internal comment right inside that thread — visible to the team but invisible to the customer — tagging the billing team with an @mention. The billing team sees the full conversation, reads the customer’s exact words, and provides the answer. The agent replies. The whole thing happens in one place, in minutes.

Compare that to the old way: forwarding an email, waiting for a reply, pasting the answer back. The Shared Inbox compresses what used to be a multi-hour, multi-tool process into a single threaded conversation where everyone is on the same page.

Visibility for Everyone, Overwhelm for No One

One of the biggest fears about shared inboxes is noise. If everyone can see everything, doesn’t it get overwhelming? Not in Knoccs.

Smart Status Tracking means every conversation has a clear state — open, pending, or resolved — so your team knows exactly what needs action and what’s already handled. Custom Tags let you segment conversations by topic, urgency, or client type, making it easy to filter down to what’s relevant to you. And the Conversation Severity Score puts AI to work, automatically surfacing the highest-impact conversations so nothing critical gets buried under routine queries.

The result? A customer success manager can check in on their accounts without wading through tickets that aren’t theirs. A product lead can scan for recurring feature requests without disrupting the support workflow. Everyone gets the visibility they need, and nobody gets the noise they don’t.

Support Agents Deserve Better Than Being Middlemen

Let’s be honest: support teams have been carrying an unfair burden for years. They’re expected to resolve complex, cross-functional issues while being the only people in the company with direct access to what the customer actually said. Every handoff, every escalation, every “let me check with the team and get back to you” is a symptom of a system that keeps customer support isolated from the rest of the business.

The Shared Inbox in Knoccs flips that dynamic. When every team is part of the conversation, support agents aren’t middlemen — they’re quarterbacks. They orchestrate the response, but they’re not doing it alone. And because every interaction feeds into Customer 360, the context they build benefits the entire organisation long after the conversation is resolved.

Bring Your Whole Team Into the Conversation

Your customers don’t care about your internal team structure. They just want their problem solved. The Shared Inbox in Knoccs makes that possible by bringing every team into one workspace where collaboration is built into every thread.

Try Knoccs for free or book a demo to see how a truly shared inbox can transform your customer support.