As background, this is from the perspective of a support team who receives support requests through phone calls, emails or requests from a website (which sends an email). To resolve the issue often multiple people are involved in email communications. It's
a small team of ~5 people with less than 50 request a day. In that context, I am trying to understand the difference between Queues, Activities and (Open) Cases. When would I use one over the other?
Queues might have a better way to prioritize requests if you expect MANY (100s) requests a day with a big support team. This is not really representing our scenario. Also it adds complexity because now support cases exist under "cases"
as well as "queues". I rather have people deal with just one entity so it's less confusing.
Activities seem to be similar to queues but for an individual/user. If so, that's probably not the right way to go because a case would only be handled by one person.
That leaves "cases". Basically, every member of the support team can create a case. The case automatically triggers an email to an email alias. Various members of the support team can respond/contribute. All these communications are being
recorded.
Am I missing something or can an important business case be made for using queues under this scenario?
