Best way to manage email and assignment of responsibility for reply

[adarshmadrecha]

Scenario

In my office, I have common email used by all team members. Consequently, client also uses this same email to send all the documents.

Problem statements

1. How to track which team member is assigned to which email chain. Basically, to fix responsibility for reply and actions
2. Track actionable/billable items (i.e. Task Creation in Jamku). [eg: Client forwarding Income Tax Notice]
3. Track billable email replies from other general email replies.
4. Track email pertains to a Task in Jamku (or vis a versa - Track all emails pertains to a Task)

[adarshmadrecha]

The best solution to the above problem statement is to implement Ticketing Tool. We, at Jamku recommend using Freshdesk as it's super easy to use and free plan will most likely suffice for most CA/CS/Law firms.

How it works

1. Whenever email is received, a new Ticket is created. Think of this as a Number for your email thread.
2. When user replies to the email, client will receive email in the same pattern as if sent from any email tool. Additionally, in Ticketing tool you will see the person's name who have replied.

How to use

Setup

1. Set up Ticketing Solution (This will mean forwarding all emails to Ticketing system)
2. Create account for all team members. Freshdesk free plan allows creating unlimited "agents" (aka Users)
3. Now all team members will always use Ticketing Tool to send and reply to the emails. They shall never use Email Login.
4. Change password of Email Login. To ensure all the team members only use their respective logins on the ticketing tool.

Usage

1. Whenever email is received, agent field will be "Blank" or set to Admin User.
2. A team member (generally a senior or admin staff) will read the email and change the "Agent". This means to assign the email to a team member. They will also take a call whether this email requires creating a Task. Example: Client have forwarded an income tax notice. In that case a task will be created in Jamku and link of the task will be mentioned in the Ticket's "Private Note". Private Notes are not visible to Client.
3. Team members will be notified (if configured) about email (aka Ticket) being assigned to them.
4. Team member's job is to ensure that after replying or taking action, mark the emails as "Resolved".

Tips on usage

1. You can also add Private Notes, which are not visible to the Client in the same ticket.
2. Senior/Admin Staff should review "Unresolved" tickets which are open since long time and take appropriate action.
3. Add link of the ticket in Jamku for faster access to the email thread. For this, use "Shortcut" module. Go to Task View > Shortcut Card and add link to Ticket. This will also help in long term to identify/fetch the email where some decision was agreed with client.

Benefits of this system

1. Free
2. Fixing responsibility for each team member
3. Never miss any emails from Clients
4. Fix revenue leakage
5. Trace which team member have replied to the Client

Need help in Implementing this?

You/Your office needs help in implementing this solution and training for team members? We have got you covered. We provide implementation, consulting and training for Freshdesk. Shoot email to Jamku Support and we shall get you started.

Final Words

FYI, I have been using Freshdesk since 2016.
We at Madrecha Solutions are not affiliated with FreshWorks Inc (The company behind Freshdesk). Use your professional skepticism to choose solution which works for you.

If you have any other solution, please do post as answer to this Question.