Prior to Karbon, your firm may have used a central inbox (such as support@firmname.com), which was accessible or forwarded to multiple members on your team. Karbon does not support this specific configuration because it is counter to our philosophy of personal ownership throughout your workflow.

When multiple people check the same inbox, you run the risk that two people will respond, which is inefficient, and potentially confusing to the client if responses are different. Worse, you might have no one respond if everyone assumes someone else is taking care of it.

As your firm grows, you will reach a point where it makes sense to invest in a client ticketing solution. Until then, you can maintain ownership and control throughout your workflow by following these best practices:

Email Aliases

If you would like clients to email a generic address such as support@firmname.com, choose a single member on your team who will be the designated owner of that address. Set the address up as an email alias on their account with your email provider, and then request Karbon add the alias address to their account.

This individual will now receive messages sent to support@firmname.com in their Triage along with their regular email. Should this person be away from work, change roles, or leave the firm, simply reassign the alias to someone else with your email provider, and ask Karbon to update the alias settings on your account.

Assign To-Dos

The colleague responsible for support@firmname.com can now simply assign emails to the proper person's To-Do List. Or, they can use @mention comments to query teammates and determine the correct assignee. The important thing is that every email is sitting with one specific owner at all times.

Auto-Share Email

What happens if someone is waiting for a message to come into support@firmname.com but the address owner is running behind on assigning? As long as you make sure you've added all your contacts into Karbon, and have your team turn on Auto-Share Email, those messages will instantly be viewable on the contact's timeline even if the address owner hasn't triaged it yet.

Client Tasks

Adopt Client Tasks in your work templates for all routine work. This will eliminate the need for most client emails pertaining to routine work. Any colleague can choose to opt into notifications for specific client tasks.

Email Insights

If you manage a large volume of email, consider signing up for Email Insights. You'll be able to quickly identify:

  • Whether a significant number of clients have not been properly set up as contacts
  • Which clients email at a higher volume than others
  • Volume of emails in each colleague's Triage inbox

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