You have a team: maybe they provide customer support, maybe they process applications, maybe they sell.
You want your team to share an inbox — an email identity — BUT you want and need more than a distribution list.
- Track their work process
- Know which messages have been answered or processed
- Know that duplicate message do not trigger duplicate work
- Have defined roles and responsibilities
- Be able to filter and delegate work appropriately
What you want is finally here: Google Groups Collaborative Inbox.