Route incoming email requests to team members using the new Mailbox
Dossier excels at managing your personal email inbox, used by salespeople and account managers who receive email directly from clients. Dossier Mailboxes introduces an easier way for customer service teams to manage incoming requests to shared inboxes such as hr@, sales@, support@, contact@, jobs@, helpdesk@, ops@, marketing@, and design@ email addresses.
A company’s HR, IT, helpdesk, operations, marketing, design or product teams deliver customer service to internal clients. For example, corporate design teams are usually staffed by a small number of designers, but they receive hundreds of emails from employees, divisions, or retail store employees.
Solutions such as setting up shared mailboxes and mailing lists are inefficient as they send too much email to all team members. Also, service requests usually need a workflow such as:
Assigning requests to yourself or team members.
Unfollowing requests that are not relevant to you.
Following requests that you’d like to track to completion.
Closing a request if it’s assigned to you.
Automatically reopening closed requests when the request emails back.
Solutions like helpdesk software aren’t user-friendly, as they deliver a “ticketing” experience. Dossier’s mailboxes are designed for the modern era of fast, chat-like service, with the benefit of routing, assignment, and workflow.
Now, with Dossier’s new Mailbox role, you can add service workflow to any service email mailbox—such as support@, helpdesk@, design@, etc. You can assign emails to team members, remove or add people, move emails automatically to Open and Replied stages, and finally Close them. You can also use task management tools like Asana to manage and respond to these email requests.
Learn how to set up Mailboxes in How to Create a Shared Mailbox in Slack and Asana.