Email does not show what is assigned, what is waiting on a team, or what a manager should look at. A service desk does. Someone raises a request from the catalog, and it becomes a ticket.
What you need
How service management helps describes the product.
- A catalog of the requests people are allowed to raise.
- A ticket with an owner, or a team, and a status.
- A view for the agent, a view for the team, and a view of everything for the people who should see it.