I’m replying from the web app itself. I don’t understand why this feature would only work from an email client, but not the web app if the feature is set to automatically close.
It seems that your team has a natural preference for working from their email client, however, my team (and many other teams of entrepreneurs I know) is used to working from the web app as their main interface. Assistants that we hire don’t want business emails flooding their personal email accounts and we don’t want to create separate business email addresses for them as they’re only handling support. Thus checking and working from a web interface makes more sense for our team members. As I mentioned, we’re used to Helpscout which offers a robust web app interface experience.
It seems like with Helpmonks though, new features are added to the email client experience without being brought over to the web app experience (for example: email commands). I suppose if this mismatch in features between the 2 is always going to be the case at Helpmonks, it may not be the best fit for our team in the long run after all, as we’re working from a different philosophy.
Thanks all the same.