If we email a customer, then assign the sent email to a staff member and add a reminder, the message is stored in the Reminders section of the assigned staff member. Great - that’s ideal.
Our staff don’t monitor the emails in the Reminders section, instead they wait for the reminder which moves the message to the Mine section, then they deal with it.
Problem is when the customer replies, the message stays in the Reminders section, so my staff aren’t dealing with the new email until the reminder comes up.
Is there any way to move the email to the Mine section when we receive a reply?