You can easily assign a message to a specific agent of your team so he can deal with it.
Once you open the customer's email , you will see the Quick View Menu on the right hand-side of the message.
Click on the ''Assign to'' button and then choose the person you consider to assign the ticket to from the drop-down menu as shown below.
Once you have assigned the message, there are two different ways the agent of your team can see it.
Firstly, on the ''Home'' section of your Urban Seller account, there is an ''Assigned'' dashboard which shows the number of the assigned emails. You can click directly on the number and the system will show the requested emails.
You can check your assigned emails as well by clicking on the ''Messages'' section and then select ''My Open Tickets'' folder on the top of the menu.