Tu further the idea. I'm aware that this might cause issues when/if there will be more LHOs around, in the sense that many might lose time writing away the answer to the problem in the PM.
As a solution to this, combine this system a very short reply and with the "teleport to player in need" option. Miq sees these as viable ideas; I do also, when combined.
So, to this
add the following:
--- reply comes in the form of a short message, something along the lines of: "Hello, X. I'll be right with you so we can sort this out."
At this point, 2 options become available:
- LHO teleports to player and continues discussion;
- message leaves shared inbox, giving anyone else attempting to respond to it the warning mentioned above; message becomes direct PM of the LHO who replied, allowing him to detail the short reply he/she gave, in case teleporting to player isn't an option at that moment.