My DC's school is suddenly overwhelmed by many more email enquiries than usual ... probably many others are the same. A lot of them will be people who are struggling to access IT systems for various reasons, as well as needing help and advice about homework. They just have a normal email inbox, and some sort of internal process for picking up the messages and forwarding them on to the right person. In many office environments this process would be managed with a helpdesk ticketing system. Your initial email would get an automatic reply with a ticket number. The ticket would be assigned to a staff member to deal with, and they could reassign it to someone else if needed, but it would be very traceable, and could be marked as closed when it was dealt with. Does your school have anything like this? And if so, do you know what software they use?