In a shared mailbox such as support@ or info@, someone spends the first part of every morning sorting what has come in, judging how urgent it is and forwarding it, and something still ends up sitting there unanswered. Lena takes over the sorting: she categorises every incoming email and ticket the moment it arrives, sets the priority and the forwarding, and sends the sender an immediate acknowledgement of receipt.
Lena starts with mailbox access (IMAP, Graph or a forwarding address) and a channel for notifications. Access to your ticket system for labelling and assignment deepens the work later on.
From day one the sorting runs on the usual set of categories and rules, so classification and forwarding work immediately. Over the first few weeks the rules are sharpened to fit your categories. Writing replies remains a separate task: Lena sorts and acknowledges receipt, she does not answer on substance.
Service
We set the role up for your tools and processes, or tell you honestly if a different role fits better.
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