Moving from a shared inbox (or worse, personal email addresses) to a proper helpdesk is one of the highest-impact operational changes a growing business can make. This guide walks through the process step by step.
Signs you have outgrown your shared inbox
When customers start getting duplicate responses, or worse, no response because everyone assumed someone else handled it. When you cannot answer "how many support requests did we get last month" without counting manually. These are signals.
What to look for in your first helpdesk
Prioritize fast setup, email-to-ticket support, and a knowledge base. You do not need workflow automation or advanced reporting on day one. Tools like FyneDesk or Help Scout let you go from signup to handling tickets in under ten minutes.
Migration checklist
Forward your support email to the new platform. Set up basic categories (billing, technical, general). Create three knowledge base articles for your most common questions. Assign team roles. That is it for week one.
Common mistakes in the first month
Over-engineering workflows before you have volume data. Buying an enterprise tool "to grow into." Not setting up a knowledge base from day one. Treating the helpdesk as just an inbox with extra steps.