Reality: This will never work. And this is what will happen next. The customers see many email addresses on the webpage, they get lost and make the wrong selection. The employees then continue forwarding the emails from one department to another department and spend on it 30 minutes of working time. At the same time, not every specialist knows which department should handle the request and eventually forwards a request into the wrong direction. The email should be addressed to the technical support but it is sent to the general support. Even worse, the email can be forwarded twice: Outlook does not show whether the email has been forwarded by one of your colleagues, it can be that the email has been forwarded to the accounting department an hour ago. Overall, the important emails got lost, problems are not solved, and the customers are angry.
Then employees start to invent additional internal steps. Maybe we can add everyone from our team to CC when forwarding a request to another department, so that we know that the email has been forwarded? Let's schedule a meeting for a couple of hours to define the procedure and set the order of email forwarding, agree on the format and timing? All this garbage will never work.
When the webpage contains a list of emails, it's easy to make a mistake and choose the wrong addressee. For example, the webpage says: "Accounting — issues related to payments". What if my question is how much do I pay under the tariff? Is it related to payments, or is it a general information? It is not clear. How does a customer know which "issues related to payments" are handled by accounting?
How this should be done: one point of entry is an ideal option for the customer. He does not need to think about which email address to use. Give him one email address. A customer does not care what you do to distribute incoming requests.
— And who will re-direct the emails? Now, at least part of the emails are addressed correctly!
If requests from outside come to different departments, the first step to manage distribution is to replace a bunch of email addresses with a customer request submission form where the customer may select the topic of the request. This form can be linked to appropriate email address depending on the topic.
By offering a customer a list of questions instead of a list of emails, you help to correlate the problem formulated in the customer's head with the proposed topic. Thus, you start speaking the same language with a customer.