Business problem – You have a single email for customer support and you want the emails to be assigned automatically to a team of individuals while keeping track of progress, duration and historical trail.
If you are currently using Outlook or Gmail, you need a person to manually assign the emails and that person will then keep track of progress manually. As customer base grow, some emails get missed and issue are not getting resolved in organized manners.
If you are looking for software to help you organize your support emails, Bitrix24 provides the capability for you to integrate your emails into your business process. See https://helpdesk.bitrix24.com/open/8236675/ for more information.