Hey Morgan, we utilize categories and labeling that helps get going for a shared inbox.

There are different strategies to go about this and will depend on your use case:

1. You can have one email address (shared mailbox) which receives the email from customer and then sends it to all CSMs associated with the mailbox. One of them will reply from their own inbox CCing the shared mailbox address - that way the rest of the team knows it’s been responded. 
2. Or, you can have one inbox from which the group of CSMs work out of. The challenge here is that if someone reads the email, it is marked as read but we don’t know if it was actioned. That’s why we utilize categories (Outlook) or as it’s called labels in Gmail. Each email has two categories/labels associated:  a. The person who actioned it (or needs to action it), b. The action taken (or the action required) (replied/ escalated/response required, etc) 

Hope this is helpful, let me know if you have any further queries.