For excellent customer service, your entire team should be involved. You can invite anyone that has Gmail / Google App email address. Your users will receive and be able to respond to any support emails sent to you mailboxes.
1. Select ‘Add new user’ from the setting menu
2. Setup your new user
Fill in the form and specify if you want you user to be an Administrator with full privileges including managing users, settings and support requests) or and Agent who will only receive and manages support emails. You can also specify what mailbox the new user has access to.
After you click the ‘Send invitation’ button, the new user will receive an invitation with detailed instructions.
3. Edit and existing user
You may edit the details of a user at any stage by clicking on the ‘edit’ button on the ‘Manage User’ screen on the setting admin page.