Connect a test mailbox to FreeScout and run a customer request through arrival, assignment, internal note, reply, and closure. Have another agent take over mid-thread and check whether the full context and attachments are visible. Test duplicate emails and a reopened conversation.
Mailbox credentials and customer correspondence need careful permissions and backups. Confirm outbound delivery and data export before moving a live support queue. A help desk is effective when ownership stays clear and no message disappears during a handoff.
Akousa