blog, product, parly
Who is asking, and about what
A shared inbox knows who a message is from. It does not know who they are, or what the thread is about. Helpdesk mode adds those two facts: the customer company, detected from the sender's domain across every inbound channel, and a category the mailbox defines for itself. Both appear as columns and filters in the inbox. It is off by default on every mailbox, so nothing changes for a team that only wanted a shared inbox.
