Run a help desk — The Inbox

The Inbox is the shared queue: conversations down one side, the thread in the middle, the customer's record beside it. You can see who else is looking at the same conversation and who is typing, which is the thing that stops two people answering the same person. An internal note is not a reply — it stays inside and does not clear Needs reply, because the customer is still waiting. The record is never more than a click away, and that is where a RowFold desk earns its place: their last three orders, the invoice they are asking about, the booking they want to move, all on the table the ticket links to.