Shared inbox
A shared inbox is a single mailbox several teammates work from together, so customer emails are handled as a team instead of in one person's inbox.
A shared inbox turns an address like support@ into a collaborative workspace: everyone sees the same conversations, can see who is replying, and can assign, comment, and track status without forwarding or BCC chains.
It is the lightest-weight step up from a personal inbox and the core of most small-team support setups — simpler than a full ticketing system but with the visibility a solo mailbox lacks.