Thank you for this useful post.
On the topic of dropping balls, our team is still concerned about the first critical action: making sure we don’t miss completely a message down in the queue.
Your workflow kicks out when you assign a tag to a message, but what if humans miss tagging a new message for whatever human reason?
Right now we are missing either
- a way to sort group messages by number of replies, which would put the unanswered always on top - see Provide sortable columns in private messages, similar to latest topics
- a function to automatically assign a tag like #status-new to all incoming messages
- a search parameter for “no tag” (so we could monitor the pocket of messages that need to be addressed and only those).
For context, we are using the setup of incoming emails landing in groups.