Three people handle customer email. When volume was low, forwarding messages and adding 'can you take this?' worked. Now we have duplicate replies, unanswered threads because everyone assumes someone else owns them, and a lot of archaeology in sent mail.
I am not convinced we need a huge help-desk platform, but we clearly need visible ownership and status. At what point did you move from a normal shared mailbox to something more structured, and what was the minimum feature that actually solved the problem?