New Outlook changed our shared mailbox and nobody knows who owns each email

I started the day by opening the shared mailbox before my own inbox because I knew the team queue needed attention. My first win was clearing three simple requests and moving two messages into the right folder before anyone had to chase us.

Then New Outlook friction crept in. One teammate was in the new client, another still used Classic, and the category signal that used to mean 'owned by finance' was not obvious to everyone.

By mid-morning, two people had touched the same supplier email, and a customer request sat with no visible owner because the old Quick Step routine lived mostly in my head. I did manage to write down a temporary rule in Teams and stop a duplicate reply going out, so the day was not a disaster.

But I spent the afternoon explaining the queue instead of running it. My dream is a shared mailbox routine that does not depend on memory: every message has a visible state, every owner is obvious, and Outlook changes do not break the team's trust in the queue.