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Our editors evaluate shared inbox against the same seven published criteria - hands-on setup, the core support workflow, automation and AI, integrations, reporting and analytics, pricing and value, and vendor support and documentation. The ranking below is editorial: it follows that methodology, and paid partnerships are labeled and kept separate. Full hands-on reviews are linked from each pick.
At a glance
A quick side-by-side of every tool in the ranking. Pricing and detailed scoring land with each full review.
| # | Tool | Best for | Pricing |
|---|---|---|---|
| 1 |  Help Scout | Best overall for small support teams | Free for up to 5 users; paid from $25 per user/month |
| 2 |  Front | Best shared inbox for collaboration | From $25 per seat/month, billed annually |
| 3 |  Hiver | Best help desk inside Gmail | From $25 per user/month, billed annually (2-seat minimum) |
| 4 |  Missive | Best low-cost team inbox | From $14 per user/month, billed annually |
| 5 |  Drag | Best budget shared inbox for Gmail | From $12 per user/month, billed annually |
| 6 |  Keeping | Best simple Gmail shared inbox | From $14 per user/month, billed annually (2-user minimum) |
| 7 |  Gmelius | Best for Gmail automation | Shared inbox from $25 per user/month, billed annually |
| 8 |  HubSpot Service Hub | Best for CRM-native support | Free for 2 users; Starter from $20 per seat/month |
| 9 |  Crisp | Best all-in-one messaging | Free for 2 agents; paid from $45/month for 4 agents |
| 10 |  Freshdesk | Best value help desk | From $19 per agent/month, billed annually |
The 10 best shared inbox tools
Ranked by our editors against the methodology below. Each verdict, pros/cons, and price is filled in as our hands-on review of that tool is published.
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1. Help Scout
Best overall for small support teamsTrade-off User caps on Standard (25) and Plus (50) and a 10-user minimum on Pro mean fast-growing teams can outgrow a tier quickly.
Shared inbox and help desk designed around a lightweight, human support experience. Customers get normal email replies, while agents get assignments, saved replies and internal notes, and the Standard plan adds live chat, SMS, WhatsApp and Messenger. It has a free plan for up to 5 users. It suits small support teams moving off a shared Gmail or Outlook address.
Pros
- Free plan for up to 5 users with no payment method
- Standard includes live chat, SMS, WhatsApp, Instagram and Messenger
- AI Answers costs $0.75 per resolution, with a monthly spending cap
- Unlimited contacts on paid plans
Cons
- Advanced workflows and round-robin routing need Plus
- Pro has a 10-user minimum, about $750 per month
- SSO and HIPAA need Pro or a paid add-on
- Extra inboxes cost extra
Best for Best overall for small support teams. Full confirmation lands with our complete review of this category.
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2. Front
Best shared inbox for collaborationTrade-off Starter covers only one channel type and 10 automation rules, so most support teams need Professional at $65 per seat.
Collaborative inbox blending email, chat, and shared team workflows. It turns shared addresses into a team inbox with assignments, internal comments and rules, while keeping the feel of a regular email client. The Professional plan adds SMS, social channels and SSO. It suits B2B teams where account managers and support share customer conversations.
Pros
- Shared inbox and ticketing on every plan
- SSO and SCIM from Professional up
- AI Copilot add-on for $20 per seat, included on Enterprise
- 14-day trial with Professional features and no credit card
Cons
- No free plan
- Starter is limited to one channel type, 10 seats and 10 rules
- Professional is capped at 50 seats
- Enterprise costs $105 per seat per month, billed annually
Best for Best shared inbox for collaboration. Full confirmation lands with our complete review of this category.
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3. Hiver
Best help desk inside GmailTrade-off The Gmail version depends on Gmail, and SLAs, CSAT surveys and API access need the Pro plan at $55 per user.
Help desk that runs inside Gmail, turning shared inboxes into assignable, trackable tickets. It turns shared Gmail addresses such as support@ into assignable conversations without moving the team out of Gmail, and its Omni version also supports Outlook. AI agents and an AI copilot are included on every plan. It suits small teams that already work in Gmail.
Pros
- Works inside Gmail; the Omni version also supports Outlook
- AI agents and AI copilot included on every plan
- Free migration help from another tool
- 24/7 support on all plans
Cons
- No free plan, and the trial lasts 7 days
- Minimum of 2 seats, then seats in steps of 5 above 5 users
- SLAs, CSAT and API access need Pro
- Voice costs $30 per voice seat per month extra
Best for Best help desk inside Gmail. Full confirmation lands with our complete review of this category.
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4. Missive
Best low-cost team inboxTrade-off There is no free plan, Starter is capped at 5 users, and SMS runs through your own Twilio, Quo or Dialpad account.
Collaborative team inbox that brings email, SMS, WhatsApp, and social messages into one app. It brings shared email, SMS, WhatsApp, Messenger, Instagram and live chat into one team inbox, with apps for web, desktop and mobile. Its AI runs on Missive credits or your own OpenAI, Anthropic or Google key. It suits small and mid-size teams that want a low per-user price.
Pros
- Starter from $14 per user per month, billed annually
- 30-day trial of the Productive plan with no card
- Unlimited email import history
- AI through Missive credits or your own OpenAI, Anthropic or Gemini key
Cons
- No free plan
- Starter is capped at 5 users
- SMS runs through a Twilio, Quo or Dialpad account
- SSO and IP restriction need the Business plan at $36 per user
Best for Best low-cost team inbox. Full confirmation lands with our complete review of this category.
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5. Drag
Best budget shared inbox for GmailTrade-off Starter includes no AI credits, live chat is still in early access, and WhatsApp, SLAs and round-robin assignment need the Pro plan at $24 per user.
Shared inboxes and task boards built inside Gmail, with live chat and per-action AI. It turns Gmail into shared inboxes and task boards with no seat minimum, and includes basic live chat and a help center. AI runs on monthly credits from the Plus plan, and the Pro plan adds WhatsApp and round-robin assignment. It suits small Gmail teams on a tight budget.
Pros
- From $12 per user per month, billed annually, with no seat minimum
- Plus includes monthly AI credits, and Pro includes twice as many
- Live chat and a help center included
- 7-day trial with no card
Cons
- Works only with Gmail and Google Workspace
- Starter has no included AI and only 10 automation rules
- WhatsApp, SLAs and round-robin assignment need Pro
- Live chat is in early access
Best for Best budget shared inbox for Gmail. Full confirmation lands with our complete review of this category.
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6. Keeping
Best simple Gmail shared inboxTrade-off It works only with Gmail and only for email, and the Essentials plan is limited to 2 mailboxes and 2 workflows.
Email-only shared inbox that runs inside Gmail and Google Workspace. It turns Gmail addresses and Google Groups into a shared inbox with assignments, notes, collision detection and templates. The Advanced plan adds unlimited mailboxes, SLAs, CSAT surveys and integrations, and a HIPAA plan includes a signed BAA. It suits small Gmail teams that only need email support.
Pros
- From $14 per user per month, billed annually
- 14-day trial with no credit card
- Unlimited mailboxes, SLAs and CSAT surveys on Advanced
- HIPAA plan with a signed BAA
Cons
- 2-user minimum on every plan
- Gmail only, and email only
- Essentials allows 2 mailboxes and 2 workflows
- Very little AI, and only on Advanced
Best for Best simple Gmail shared inbox. Full confirmation lands with our complete review of this category.
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7. Gmelius
Best for Gmail automationTrade-off The cheapest plan has no shared inbox, so the real entry price is $25 per user, and it works only with Gmail.
Shared inboxes, automation, and AI assistants added to Gmail and Google Workspace. Its Growth plan adds shared inboxes, shared labels, automation rules, SLAs and analytics to Gmail, and AI drafting and sorting assistants come with every plan. Conversation and rule limits are published for each tier. It suits Google Workspace teams that want help desk structure without leaving Gmail.
Pros
- Shared inboxes, labels and rules inside Gmail on Growth
- AI drafting and sorting assistants on every plan
- Published conversation and rule limits for each plan
- Nonprofit and education discounts of 30 to 50 percent
Cons
- Entry plan has no shared inbox
- Works only with Gmail and Google Workspace
- 7-day trial
- Conversation and rule caps on every plan below Enterprise
Best for Best for Gmail automation. Full confirmation lands with our complete review of this category.
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8. HubSpot Service Hub
Best for CRM-native supportTrade-off Routing and SLAs start on Professional, which requires a $1,500 onboarding fee.
Service tools tied natively into HubSpot's CRM, knowledge base, and reporting. Its shared inbox sits on the same CRM record your sales and marketing teams use, so replies, deals and contact history live together. It has a free plan for 2 users and free view-only seats. It suits companies already on HubSpot CRM that want support and sales to share one customer view.
Pros
- Native CRM record shared with sales and marketing
- Free plan for 2 users and free view-only seats
- Over 2,000 integrations
- Monthly AI credits included on paid plans
Cons
- Professional and Enterprise require one-time onboarding fees of $1,500 and $3,500
- Starter is limited to 1 knowledge base and 5 playbooks
- AI agent use is metered in credits that expire each month
- Enterprise costs $150 per seat per month
Best for Best for CRM-native support. Full confirmation lands with our complete review of this category.
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9. Crisp
Best all-in-one messagingTrade-off Removing the Crisp branding from the chat widget requires the Plus plan at $295 a month.
Multichannel messaging, shared inbox, and chatbots for growing teams. Its shared inbox pulls in website chat, email, WhatsApp, SMS, Messenger, Telegram and more, priced as a flat fee per workspace with several agents included and unlimited conversations. It suits small teams that answer customers across many messaging channels.
Pros
- Free plan for 2 agents with no time limit
- Flat workspace pricing with 4, 10 or 20 agents included
- Unlimited conversations on every plan
- 14-day trial of every feature with no card
Cons
- White labelling needs Plus at $295 a month
- WhatsApp, SMS and the knowledge base start on Essentials
- The free plan has no AI credits and 100 customer profiles
- Yearly prices are not published
Best for Best all-in-one messaging. Full confirmation lands with our complete review of this category.
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10. Freshdesk
Best value help deskTrade-off There is no free plan, and routing, multiple SLA policies and the Copilot AI assistant need the Pro plan or higher.
Help desk with automation, SLAs, and an AI agent included on every plan. Its Growth plan turns support email into a shared inbox with ticketing, a customer portal and a knowledge base, and every plan includes the Freddy AI agent with 500 free sessions per account. It suits teams that expect to need full help desk features, such as SLAs and routing, as they grow.
Pros
- Shared inbox and ticketing on the Growth plan
- Every plan includes the Freddy AI Agent, with the first 500 sessions free
- Day passes for seasonal or occasional agents, from $2
- No cancellation fees, and upgrades apply immediately
Cons
- No free plan, only a 14-day trial
- Intelligent routing and multiple SLAs start on Pro ($55 per agent)
- Copilot costs an extra $29 per agent and is not available on Growth
- Extra AI agent sessions cost $49 per 100
Best for Best value help desk. Full confirmation lands with our complete review of this category.
How do we pick shared inbox?
Every tool is reviewed against the same seven published criteria by our editorial reviewer - not by vendors, and not by ad spend. A sponsored vendor is never placed at number one, and paid placements are labeled and kept separate from the ranking.
- Hands-on setupHow long it takes to connect a mailbox or install the widget and reach a first resolved conversation.
- Core support workflowRouting, assignment, macros, and SLAs under real ticket volume.
- Automation and AIHow much bots and AI replies resolve versus hand back to a person.
- IntegrationsDepth of the CRM, e-commerce, and channel integrations, and the setup each one needs.
- Reporting and analyticsResolution time, CSAT, and volume by channel without exporting to a spreadsheet.
- Pricing and valueThe real cost at a realistic seat count, usage charges, and what higher tiers gate.
- Support and documentationHow responsive the vendor is, and whether its docs and onboarding get a new team productive.
Read the full, named methodology on our How We Test page.
How to choose shared inbox?
The right pick comes down to your channels, how much you need to automate, your existing integrations, and a live trial. Work through these four checks before you commit:
- Map your channels Decide where customers reach you - email, live chat, social, or in-app - and shortlist tools that cover them.
- Weigh automation Estimate how much volume an AI agent or macros could deflect before you pay per seat.
- Check the integrations Confirm the tool connects to your store, CRM, and billing without custom work.
- Trial with real tickets Run a week of live conversations before committing to an annual plan.
How much does shared inbox cost?
Shared inbox tools charge per user per month, and annual billing saves 15 to 30 percent. The cheapest paid shared inboxes are Gmail-based: Drag from $12 per user, Keeping from $14 (2-user minimum) and Missive from $14. Help Scout, Front and Hiver start at $25, and Gmelius's shared inbox plan is also $25. Crisp charges a flat $45 a month for 4 agents. Help Scout has a free plan for up to 5 users, and HubSpot and Crisp for 2. Plans that add rules, integrations and more channels cost $24 with Missive, $45 with Help Scout, $55 with Hiver and $65 with Front. Watch for costs outside the seat price: AI is billed per resolution, per action or as an add-on, and SMS or WhatsApp often need a separate Twilio or Meta account. Prices checked on each vendor's pricing page in October 2026.
Where do I buy shared inbox?
Each tool is bought directly from its vendor on a monthly or annual subscription. From any pick above, follow through to our full review for current plans, then start a trial or request a demo. Links marked as partners are paid placements and are labeled as such.
Frequently asked questions
How do we rank these tools?
Every tool is reviewed against the same seven criteria: setup, the core support workflow, automation and AI, integrations, reporting, pricing and value, and vendor support. Vendors cannot pay for a better position, and a sponsored vendor is never placed first. Paid placements appear only in the labeled Featured Partner box. Full details are on our How We Test page.
Is there a free shared inbox option?
Yes, for small teams. Help Scout's free plan covers 5 users and one inbox with no payment method, and HubSpot and Crisp each have free plans for 2. Most others offer trials instead: 30 days for Missive, 14 for Front, Keeping and Crisp, and 7 for Drag, all without a card. Gmelius gives 7 days on its Growth plan.
What is the difference between a shared inbox and a help desk?
A shared inbox lets a team answer one address such as support@ together, with assignments, internal notes and saved replies. A help desk adds ticket tracking, routing, SLA policies, a customer portal and a knowledge base. Many tools now do both: Front includes shared inbox and ticketing on every plan, and Freshdesk includes both from Growth.
Why not just use a Google Group or a shared mailbox?
A Google Group or shared mailbox lets everyone read the mail, but nobody owns a message, so emails get answered twice or not at all. Shared inbox tools add assignments, internal notes, collision detection and response-time tracking. Keeping works on top of existing Google Groups and Gmail aliases, so a team can keep its current addresses.
Which shared inbox tools work inside Gmail?
Hiver, Drag, Keeping and Gmelius are built around Gmail, so the team keeps working in Gmail or Google Workspace. Keeping requires a Gmail account, and Drag keeps emails in Gmail. These are a poor fit for teams on Outlook. Missive lists Gmail, Outlook and IMAP accounts as integrations, so it suits mixed or Microsoft-based teams.
Which tools have collision detection?
Collision detection warns you when a teammate is already viewing or replying to the same conversation, so customers don't get two answers. Drag lists it on every plan, including Starter at $12 per user billed annually. Keeping includes it on both Essentials and Advanced, alongside shared notes with @mentions. Check each vendor's feature list before buying.
Do these tools assign emails automatically?
Manual assignment is standard, but automatic round-robin assignment usually needs a higher plan. Help Scout adds round-robin routing on Plus, Drag and Freshdesk add it on Pro, and Keeping adds it on Advanced. Hiver's Elite plan adds skill-based routing, which sends conversations to teammates by skill, and Freshdesk adds skill-based routing on Enterprise.
Which plans include SLAs?
Help Scout includes one basic SLA policy on Standard and two advanced policies on Plus. Gmelius adds response-time SLA rules on Growth, and Keeping adds response and resolution alerts on Advanced. Hiver adds SLAs on Pro, at $55 per user billed annually. Drag adds SLA rules on Pro, and Freshdesk adds multiple SLA policies on Pro.
What AI features do shared inboxes include?
Most include drafting help, and some sell AI that answers customers. Help Scout's AI Answers costs $0.75 per resolution with a monthly spending cap. Front sells Copilot for $20 per seat, included on Enterprise. Hiver includes AI Agents and AI Copilot on every plan, Missive lets you bring your own key, and Freshdesk includes 500 AI agent sessions.
Can a shared inbox handle chat, SMS and WhatsApp?
Several can. Help Scout's Standard plan includes live chat, SMS, WhatsApp, Instagram and Messenger. Front's Starter plan allows only one channel type, while Professional is omnichannel. Crisp starts with website chat on its free plan and adds WhatsApp, Instagram and SMS on Essentials. Missive connects SMS through Twilio, and Drag adds WhatsApp on Pro.
Are there seat minimums or user caps?
Some plans have both. Keeping requires at least 2 users on every plan, and Help Scout's Pro plan requires 10. Caps are more common: Missive Starter allows up to 5 users, Front Starter 10 seats, Help Scout Standard 25 users, and Front Professional 50. Drag has no seat minimum and unlimited users on every plan.
Which shared inbox works for HIPAA-regulated teams?
Keeping has a dedicated HIPAA plan with an executed BAA, at $49 per user per month billed annually, with a 2-user minimum. Help Scout includes HIPAA compliance on its Pro plan, which has a 10-user minimum. Hiver lists SSO, HIPAA and custom roles on its Elite plan. Confirm BAA terms with the vendor before you sign.
References
Sources and testing notes will be listed here as the reviews behind this ranking are published.
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