EMAIL-TRIAGE5 MIN READ
Shared Inbox Escalation
Triage a shared inbox message by assigning ownership, next action, and folder state.
Shared mailbox A top-customer escalation is visible to everyone, which can mean owned by no one. The triage decision must create ownership, not just awareness. Shared triage State + owner + next action A shared inbox needs public state because private memory does not scale across a team. No owner, no process Visibility without ownership is a risk state. The team can see who has the ball and what happens next. Shared triage turns message visibility into accountable state. 01 Acknowledge 02 Own 03 Wait 04 Resolve
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