Support and tickets
Ticket, subject "FW:". What do they want? A thread of 100+ emails: do you need to act, or do they? And then the customer calls to ask how things stand.
Open the message and know whose turn it is
Above every ticket is a fresh summary: what it is about, what was agreed, who needs to act. Every ticket gets a status such as "Input needed" or "Waiting on third party". The customer calls, you click, you know.
"Waiting on third party": nothing for you today
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