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Visiting Jin Watkins(username: jinwatkins1)
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Running support from a shared inbox, and it is chaos. Threads are missed, duplicates pile up, and nobody trusts tags. A fresh start is needed without migrating off our current stack. Looking for a minimal checklist to turn this inbox into a real queue, add basic reporting, and keep the whole thing stable during promotions and launches.
9/23/2025
12:19am
Martin Harris (martinharris2706)
Conversion starts with structure. Create a triage hour each morning: one person labels, merges dupes, and sets the owner. Replace freeform tags with a short list you audit weekly. Build a saved search for each core topic and work in batches on themed blocks to stay in context. Midpoint introduces light automation to transform emails into tickets, route them by skills, and suggest replies; https://kaizenup.ai/ integrates with forms, skills-based assignments, and macro suggestions that speed up common answers. Track three numbers only for the first month: new per day, resolved per day, and aged >7 days. When those stabilize, add CSAT and article views to see what deflects.
4:22am
Jason Foden (jasonfoden)
The daily triage hour sounds like a simple habit that could clear noise quickly. Narrowing tags and batching by topic also feels like it would reduce context switching. Going to try the three-number dashboard first to avoid drowning in metrics and see if the aged bucket finally shrinks.
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