Yes, a shared enquiry queue can show requests awaiting a response and the person responsible for them. Start by defining what counts as a reply. An automatic acknowledgement tells the customer their message arrived, but may not resolve the question they asked.
How could this work in practice?
A new enquiry can receive an owner, a received time and a status such as awaiting staff response. When someone replies, the status can change to awaiting customer information or resolved. These distinctions make the queue more useful than a simple open or closed label.
What needs to be agreed before development?
Agree how messages from email, forms and telephone calls become records. Replies should attach to the right conversation, with an exception queue for uncertain matches. Avoid assuming every incoming message is a separate request.
What should we check before using it?
Test reassignment, staff absence and customers raising several issues at once. Make overdue items visible according to agreed business hours. A manager should be able to identify neglected requests without needing to read every member of staff’s inbox.
How can Digital Solutions help?
Digital Solutions can review your current process and scope the development needed for your business. Book a free 15-minute software review or visit https://www.digitalsolutions.help/.