Which email is urgent, and which one can wait? Which one is the duplicating one? Have we responded to that one? Damn, we forgot to mark it and replied twice.
Remember, when you were a kid, your Mom told you: "Keep your desk clean!" — "Why? I know where things are. By the way, this is not a mess, but a creative way to organize things." What a mess in your inbox may cost you? You will miss an email and customer will be upset. A one dissatisfied customer = dozens of dissatisfied customers, depending on the severity of the unresolved problem. Effective work is an organized work. UseDesk offers you to keep things organized using statuses, priorities, filters and collision detector.
The agents can see what they need to work with. The requests are organized by priority based on submission time, subject and content of the request, the sender and the assignee. You can edit the settings as you wish, to see what requires attention first.
The statuses represent the stage of the request processing. "I want to apply for the discount offer," the customer writes. As you have three active discount offers at the moment, you will ask which one he is interested in. "On hold" status is good here: request is taken for processing but it has not been resolved yet as you need to get additional information from the customer. If you would like to see all the tickets that are "on hold" — create a filter and enjoy work based on "divide and conquer" algorithm.