For the team still running support out of a shared inbox. Every request gets an owner, a status and a due date — so nothing is answered twice and nothing is missed.
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A shared inbox has no owner, so a message is either handled twice or not at all. Assign a ticket and it is visibly somebody's job.
Replies, internal notes, attachments and status changes live on the ticket, so covering for someone on holiday does not mean reading their email.
Full-text search covers tickets and their attachments, so "what did we do last time" takes seconds instead of a scroll through a mailbox.
Yes. Forward it and incoming mail becomes tickets, with replies threading back onto the right one automatically.
No — most teams forward the address and work the queue from day one. Old mail stays where it is; new requests arrive as tickets.
Free for 2 agents and up to 100 clients, with unlimited tickets. $12 per agent per month after that.