Some time ago, as support requests for our SaaS products increased, we thought it’d be nice to share this duty in real-time, comment within email threads, and heck, why not fix typos in a coworker’s draft before sending? So we built an app that does just that. And we enjoy using it big time.

Not only are we more efficient at customer support, we started to love having each email thread create a distinct conversation. This keeps comments in context and avoids losing them in the ongoing flow of a long-lived chat room. …