Shared Mailbox


An organization's Admin or a Super Admin can add their organization users to a Shared Mailbox from the Admin Console while creating a group. The Shared Mailbox feature is an extensive collaborative platform where members of the group can share their views through comments, deep dive and provide a solution to the customers. It brings a lot of synergy since multiple team members across the organization can access the same set of emails when they are either part of the shared mailbox or invited by a group member.

The advantage of a shared mailbox is that when emails are sent to a group email address, the user's inbox does not get flooded with emails. Instead, the emails are listed as threads under the Shared Mailbox. Refer to the Create Shared Mailbox help page for steps to create a new shared mailbox.

Shared Mailbox Actions


You can share your suggestions through comments or @mention another group member to receive their feedback. Group members can like a comment by clicking the heart icon on the bottom left corner.

Below are some of the options that you can do using comments:

  • Edit a comment
  • Set a reminder for self-notification or to remind another group member
  • Copy the content
  • Share the comment via cliq
  • Edit the comment as new
  • Generate a permalink to share it with a wider group
  • Delete a comment - users can delete their own comments, whereas moderators can delete the comments of any member.

Besides adding comments, you can add attachments from your desktop or from the cloud.

Invite User

If the team requires inputs/ suggestions from a non-group member for a particular email, it is not mandatory to add that user to the shared mailbox group. A non-group member can be invited as a guest to share their input through comments. Moderators must ensure that the "Invite Users" option is enabled.

To invite a non-group member, click Add / View invitees, enter the email address in the Invitees dialog, and click Invite.

Apply Tags

You can tag emails based on the category of emails that you receive. These tags help you locate and find emails of a particular category with ease. You can also create new tags and add them to emails.

Apply tags

You can also filter the emails based on a particular tag by using the Filter option on the top-right corner of the email listing.

Filter by tag

​More Actions

Below are some of the options available under More Actions:

  • Save email
  • Print email
  • View email headers
  • Distorted/ Garbled text
  • Timeline

Save Email

You can save the email for future reference in HTML or EML format. While reading your email, click the More actions drop-down, select Save as, and choose the preferred format to save the email.

If you save the email in the HTML format, only the content of the email will be saved. In this case, if you want the sender/ subject details, use the export option from Settings. However, if the email is saved in the EML format the whole message will be saved including attachments.

Print Email

You can Print an email using the Print option under More actions when reading emails. Select Print from the drop-down menu when reading the email.

The printable format of the email will open in a new window. Click Print again to print the email.

View Headers

Email headers contain uniquely identifiable message ids, the sender, recipients, and subject information. It also presents various diagnostic information which is useful for spam identification, message hops, delays, and so on. To view the email headers, do these steps:

  1. Click More actions drop-down from the right corner of the email and select Show original.
  2. The message header appears with options to download, copy and show full content.
  3. In case you want to download the headers, click the Download full content option. The message headers will be downloaded and saved to your system as a .txt file.
  4. You can also choose to copy the header content by making use of the Copy to clipboard option.
  5. Initially only the major header details such as Return Path, authentication Details etc. will be displayed. To view the entire HTML source of the formatted email, click the Show full content option.

Generally, if you are having issues in email sending or receiving, you will need to send the headers of the email. In case you have trouble with the way the email is displayed, then you need to send the entire source of the email. The step by step instructions to get the email headers from various email clients are available in this third party help link.

Distorted or Garbled Messages

When you receive an email, the email content has the 'encoding' details using which the email will be decoded and displayed in Zoho Mail in a readable format. UTF-8 encoding is adopted as universal encoding and can be used to display multiple languages across browsers, and without any issues in the readability of emails.

In some cases, the email content may have certain character codes, that are not supported in the 'encoding' details provided in the email. Hence such content may appear Garbled when viewing the message. This often occurs when you have a chain of emails in the same thread, with different character encoding values.

You can use the Garbled message? option to open the particular email in a new window, and choose a suitable encoding from the browser.

  1. Open the email which appears to be garbled.
  2. Select Garbled message? from the More actions drop-down. The message will open in a new window.
  3. Select Encoding from the View menu in the browser toolbar.
  4. From the list, select an encoding appropriate for the language in which you think that this message is written.
  5. The message would display properly on selecting the correct encoding.
  6. If you still have issues in the display of the email, contact Zoho Mail Support with your email headers.


Different browsers have different menu name or items for encoding. Internet Explorer displays the item as 'Character Encoding', Safari displays it as 'Text Encoding' etc. Select the appropriate item as per the browser you use.


For every post, you can view the timeline of activities which provides you with an overall insight into the particular post. Especially in the case of Tasks, the timeline shows significant information like when the Task was created, who assigned the task to whom, who changed the status of the task, when the due date was changed, and so on. Apart from this, the details of who invited the guests to the post, and the time they were invited to the post are also included in the Timeline.


  • The Shared Mailbox feature is currently available only for organizations using one of our paid plans.
  • Admins can modify the shared mailbox settings from the Zoho Mail Admin Console. For more details refer the General Group Settings and Advanced Group Settings help pages.

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