Queues

In an attempt to further integrate our house into one platform and mitigate redundant workflows. It would be nice for MS to allow for a queue environment that multiple users can access simultaneously and work out of instead of forwarding emails to multiple users. 

Example: 

Customer sends in email, email enters main queue and multiple users are able to assist customer through the main queue. Once the email has been read the customer data can be converted to a Case (for lack of a better term) where the email history will now be assigned to this specific customer /  potential Work Order. This will allow many facets to work more efficiently. Front end will not do extra work, Customer will not get multiple calls, WO and Case will be linked to Customer profile with history of contact and scope of work can be read.