Customer emails getting lost in a shared inbox — do we really need a free ticketing system?

Follow this checklist to keep things smooth during the switch: 1) Don't migrate old emails from the current shared inbox, start fresh with an empty queue. 2) Set up domain email forwarding after business hours. 3) On day one, just teach the team the basics of assigning tickets and adding internal notes.

When setting up email forwarding, don't forget to update your SPF and DKIM records to include the ticketing provider's servers. Otherwise, replies sent to customers can land straight in the spam folder, trashing your deliverability rates.

don't even bother sticking with labels, even 3 people can't keep it straight so with 4 half those tags will just be forgotten. but watch out with free tools too, they often cap monthly tickets and leave u high and dry right during peak sale season, check the limits first.

We were handling around 50 emails a day with a 3-person support team. We tried the free version, but since it locked us out after the 3rd user, we upgraded to a plan costing £40 a month total. Our average first response time dropped from 9 hours down to 45 minutes.

best part is being able to leave internal notes. we used to forward customer emails back and forth to chat and once in a while accidentally cc'd the customer and looked like idiots then btw internal notes in ticketing tools are a lifesaver.

Honestly, for a business that just let a £1,600 order slip away in their inbox, squabbling over £30-40 a month for support software seems like a pretty bizarre place to cut corners.

Instead of creating 4 seats right away you can test out free tiers for a while by setting up accounts for the 2 main people who handle most of the tickets, and letting the other two check in from a shared admin account for emergencies.

Do you think this works at any scale? If you get three different answers on a topic the question was asked wrong.

Timely topic.

I completely agree. When we decide without measuring, we always end up in the same place.

People defend habits, not processes. Resistance comes from there. If you have questions, write them; I'll answer as best I can.

Do you think this works at any scale? Calculate how many months you can survive without revenue, then halve that number.

The answer above hits the nail on the head. If you get three different answers on a topic, the question was asked wrong.

If you have questions, write them; I'll answer as best I can.

I didn't know that.

I agree.

thanks for writing this that's the right way. anyway don't hesiate to ask; those who don't ask always pay more.

good luck with that.

Timely topic. Don't enter any agreement without an exit plan.

Don't hesitate to ask; those who don't ask always pay more. That's all, sorry if I went on too long.

Thanks, this was very helpful.

I have a question. A small market isn't bad; working cheaply in a small market is.

The real issue isn't the number, but what it's based on.