How to organize work with mail for a store?

Question

Helpdesk

I will describe the problem with simplifications of the situation. There is an online store, for it there is a mail via pop3, which receives information about orders, customer questions, etc. Several managers use the mail. Orders, like questions, are different, some orders are processed by one person, other orders are processed by others. It is the same with questions, they can be answered by different people, depending on the competence. The system is extremely inconvenient, it happens that some letters remain unanswered. Obviously something needs to change.
There was an attempt to switch to imap, but it also turned out to be not very convenient, the message base is very large and it takes a very long time to load new letters. Also, if someone opens the letter, it will also be displayed open for others, and problems may again arise. Everyone uses outlook, it's just not possible to use imap with it.
What solution can be used in this case? Perhaps there are some mail clients? I looked at the crm systems, but on Bitrix, but it turned out to be completely different. I heard that in such cases a helpdesk can help, but my hands have not yet reached out to try something, and they are used for other purposes. If helpdesk, then what specifically to try?
Required functionality:
1) It should be clear who, to whom and how answered
2) The ability to mark messages as answered / requiring a response
3) Many users under the same mail at the same time
4) Convenient hierarchy, when the flow of letters begins in the season, it is difficult to navigate in the mail

Answer 1

I can advise OTRS.
Apparently it suits you and does not require additional configuration.
I will describe a little the functions that will help you
1) the ticket (appeal) can be blocked by the agent. Automatically blocked when writing a response
2) each ticket has an owner
3) resolved tickets can be closed and they will completely disappear from the queues

Answer 2

If the main task of your store is to consult users, then perhaps a helpdesk will suit you for these purposes.
If the purpose of the store is to sell. You need a CRM. Those. a system in which you can organize buyers and their purchases.
Bitrix is ​​good for the enterprise level. If you have a small business, it will not suit you, as its interface and functionality is overloaded with unnecessary things.
Definitely advise you to look towards CRM.