Each Easyworkorder account can have a customized mailbox, allowing you to access and manage all of your support emails in one place. Every ticket that comes in to your helpdesk can be prioritized, categorized, and assigned automatically. Agents can collaborate on a particular issue using private notes. They can also prevent multiple agents from replying to the same query, using agent collision detection.
And with service level agreements, you can manage expectations with your customers, so they know when they can expect a response and when their issue will get resolved.