a) Figure out a way to split BCC support email from my main inbox. b) Give my VA access to BCC support email, but not my main inbox. c) Write up a Google doc with the five most common support issues and the responses to send, including instructions for e.g. how to use my homebrew CS admin panel to e.g. send a password reset email or re-generate someone's receipt. Tell the VA that if there's anything not covered she's to mark it for me to answer and keep a running tally of how many times a question like that gets asked. d) Add anything which keeps coming up in Step C to the Google doc.
I think you should look into www.supportbee.com, it's like a smart shared Gmail account (even has the same shortcuts) and it allows for template responses and if you want you can connect with your other systems using their API.
Disclosure: It's run by friends of mine but I use it myself as well.
