Originally Posted by Robertb
Let me suggest to that department that they log in each email and then only check it off after an answer is sent out. I do not like that slip-thrus are occurring. Every email should have a matching response.
That is a very good idea. In fact, it's how most companies handle support. Each support request gets a "ticket" number, and it's status is tracked, and escalated as necessary - and it cannot get "lost".