Our CSM team has a great hold on Journey Orchestrate and other email tools from Gainsight to start communication with customers but we are struggling when a customer starts the communication with the team.  This is only an issue as we continue to scale to our lower segmented customers who do not have a CSM assigned by design.  

As a stopgap we are using an email distro but for obvious reasons a new process is needed ASAP.  My first thought for the workflow would be to create a CTA for the team to work off of but I am open to any suggestions on how to keep the CSM team documenting in Gainsight for both assigned and non-assigned accounts.  

Has anyone figured out this workflow?

Thanks,
Tim