Hello, I need help creating a tracking system using simple excel sheet, that will help with triaging and analyzing support emails in an inbox.

Tracker:

1. What elements are needed for the tracker?

a. Case ID, sender, email subject, assignment to TL/Ops Lead, assignment date, email received date, or whatever else you think is necessary to be a successful tracker. The above are just some ideas.

2. What is the process for using the tracker from triage/management/user perspective?

a. Consider escalations if original assignee cannot address

3. What is the process for tracking and analyzing the data?

a. Trends and timing of pulling those trends

4. Create assignment structure awaiting input from Support Inbox leadership

5. Create template/answer repository

Email comes in (ideal)

1st tier support: Dan

2nd tier support: Team Leads

3rd tier support: Ops Leads

Please answer all of the above points and show how to make the excel spreadsheet. Thank you so much.