Parked
Visibility of all moderation team PM's
As we are using our platform primarily for service, in the energy industry we will always have customers that we need to help further and therefore need details from them. Currently we are managing this by asking the customer to PM us some details as we don't want to simply push everyone to the phone lines, but as we cannot see each others PM's, this makes this tricky, especially as my team work shifts, have lieu days and holiday.
Visibility of a PM inbox would mean nothing gets forgotten, will always mean someone can pick it up and help that customer etc.
It's also useful so you have visibility of any PM's that have been sent as part of engagement to avoid customers getting duplicate or multiple messages. Again its not too difficult to manage in a smaller team, but again if one of the team has sent a load of PM's to welcome and engage new users, then is on holiday, we are manually having to record who we've sent them to so we don't double up.
Visibility of a PM inbox would mean nothing gets forgotten, will always mean someone can pick it up and help that customer etc.
It's also useful so you have visibility of any PM's that have been sent as part of engagement to avoid customers getting duplicate or multiple messages. Again its not too difficult to manage in a smaller team, but again if one of the team has sent a load of PM's to welcome and engage new users, then is on holiday, we are manually having to record who we've sent them to so we don't double up.