Google Groups setup for administrators - Manual (Page 18)

Setting up a collaborative inbox
A collaborative (shared) mailboxes can help
your team manage an email request queue,
such customers’ requests for technical support.
Your staff can individually respond to requests
and mark them as resolved.
Watch this video and read this article to learn
more about collaborative mailboxes.
5. Train your team 1. Turn on Groups 4. Collaborative inboxes 2. Set up auto-reply 3. Add external users