I'm sure the community here has ample experience managing shared mailboxes, so I'd like some suggestions on how we should manage ours.
I have a small team of people who deliver 9 IT help desks. Each help desk has a mailbox. Each mailbox requires more than 1 person to manage due to the volume of mail we recieve.
We cannot implement any new software or tools and are currently using Microsoft Outlook.
Currently each analyst tags the email with their own 'colour' to let others know they are working on that email, but due to the delay in office caching and our network, it can be several minutes before the 'colour' shows up on another analysts mailbox, meaning we often get 2 analysts working on the same email.
Do you have any clever ways of managing your team mailbox that I could use or adapt to suit my team?