How to respond to a large number of incoming emails?

Question

Email

Hello.
The site contains user support mail, (mailing list for our operators). She receives a large number of letters. Operators included in this mailing list have Mozilla Thunderbird installed. But in this program, operators can reply to the same letter several times, and some letters may not be answered at all. Moreover, it is very difficult to track which operator answered which letter.
Prompt the functionality that allows operators to respond to letters so that other operators can see that this letter has already been answered, as well as be able to track which letter and how much which operator answered, how much was answered / not answered, etc.
Operators use Windows.

Answer 1

You need HelpDesk. For example ManageEngine ServiceDesk Plus . Free license allows up to 100 concurrent professionals.
In the stream, you can see all the correspondence. Who where and where. Convenient reports.
What clients are sitting on does not matter at all, the web interface is very fast.

Answer 2

Parse into the crm system and then associate the e-mail with the user's account ID or the client's full name/LLC.
Who responds to how many emails can also be tracked using reports.

Answer 3

In one of my former offices, OTRS was used for a similar purpose .