Answer
A shared inbox collects messages but does not reliably answer who is responsible, which order a message belongs to and which business status has been reached. Folders, categories and flags can help small teams. As volume grows, however, parallel processing, forgotten queries and individual side lists easily arise.
Workspace turns a message into a case or assigns it to an existing one. This includes the customer, context, status, responsibility, deadline and next action. The inbox can remain as a communication channel; Workspace takes over the shared coordination of work. The aim is not to ban email but to make the business work behind the email visible and accountable.
As of 3 September 2026
Further reading
Related topic: Workspace: Inbox and cases