"I thought you were working on that?" is a phrase we've all heard before. If you've only used shared mailboxes to manage your support,
it's probably something you've heard a lot!
With HelpSpot, every request is either unassigned or assigned to exactly one person.
This makes the state of any request clear. Either nobody is working on it (it's unassigned and in the Inbox), or it's
assigned to a specific agent. Everyone can see the assignment and everyone is on the same page.