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How to use Gmail as a Helpdesk with a Shared Inbox

By 10th May 2018September 29th, 2022No Comments

Managing client relationships is necessary for every company. And certain essential tools, such as a Helpdesk, are absolutely core to maintain good relationships with customers. The aim is to solve customers’ issues and, of course, make them happier.

Here at Drag, we have tried different Helpdesk software, in different shapes and models. But our main point of discussion in this article is – could Gmail become a Helpdesk itself? For businesses working in Google Workspace, this can be quite a convenient shortcut.

Here, we will discuss about shared inboxes, their use cases, and how to use them inside Gmail to support customers.

Turn Gmail into a Helpdesk.

Drag turns Gmail into your Team’s Workspace – One single place to support customers, manage tasks and close deals, from the place teams love: Gmail. We are a Techstars-backed Company, trusted by 30,000 users around the World.

Try Drag for Free

The Email – Ticket cycle

Imagine a Helpdesk ticket. What does it look like? For us, it seems like an email converted into a ticket. After the customer support team finds a solution for this card, it is turned into an email. So, the current process is: Receive an email > Transform it into a Helpdesk card > Find a solution > Send a response back as an email.

helpdesk work

The question is: why do we have to transform an email into a card in another software, then turn back to email to provide customer support? When you think about it, it becomes easier to understand that if you integrate and manage every step on the same tool, work will become more productive.

Then, what if you power up your email with a team inbox feature? With team inboxes and the right features, your team will be able to collaborate in real-time, in the same space. All you need is a Helpdesk shared inbox that works inside the place they spend the most time: Gmail.

What Gmail fundamentally needs to be a Helpdesk

Email is a universal tool and is probably the core of your work. We do spend a lot of our time using it. However, sometimes we don’t realize how we can manage our email better and how your inbox can be much more useful for your business.

Several companies provide the Helpdesk support function. Most are specific software, which requires you to sign in every time you use it and new information to process. The result? Having to seek support multiple times a day because the system is not as intuitive as it could be.

Wouldn’t it be better to embed your Helpdesk system right into your Gmail, mixed with other functionalities? Just like this:

helpdesk gmail

Having a specific set of features available in your Gmail will make your productivity flow better. Imagine these features inside your inbox:

  • Delegation and management of tasks, from end to end, in real-time;
  • The visual look of the whole process and segmentation of tickets per stage;
  • Shared view and collaboration for teams;
  • Easy access to vital user information such as Company name or telephone number;
  • KPIs tracking, such as time to response or service rating.
  • Automation of the process, making it easy to reply to customers;

Now your team won’t need to take extra steps when working with Helpdesk because they’re usually collaborative systems, so how can we work together with an email-integrated Helpdesk?

Turn Gmail into a Helpdesk shared inbox with Drag

Drag shared boards are easy to understand. Do have in mind that now your emails are cards in a Kanban board. It means you can drag and drop them as your support progresses.

helpdesk shared inbox gmail

Not just that, but also pipeline customization, customer status tracking, and team inboxes collaboration. Just to mention a few things you can do right from inside Gmail:

  • Delegation of tickets
  • Customer info
  • Visual status tracking (kanban boards, color code, shared tags)
  • Internal chat and @mentions
  • Shared email templates
  • Shared drafts
  • Automations
  • Reports and analytics

These features work perfectly well together and will leave you in a more dynamic, visually appealing, and easy understanding inbox.

Forget about extra tabs, extra apps, additional passwords, extra headache. Everything works inside your inbox. Simple and plain as that.

How to set up your Helpdesk shared inbox

You can turn Gmail into a Helpdesk shared inbox in just a few click with Drag. First, make sure you have our Drag Chrome Extension installed. Then follow the steps below.

helpdesk shared inbox

  1. Create a new Shared Inbox board and link it to the email address associated with your Helpdesk (eg. support@company.com).
  2. Invite your customer support team to the board.
  3. Customize the board for your workflow (eg. rename columns, create tags, set up email replies to automatically come from support@ email address).
  4. Automate your work by creating email templates, automated email sequences and automations.

You can learn more about how to use Drag as a Helpdesk in Gmail here.

Wrapping up

Drag is simple, and its interface fits perfectly with Gmail, and we want you to have the best experience, so you can also provide excellent services. Intuitive tools can boost your teams’ work fast as a rocket. Even better, we can keep it all into your existing email.

Curious to see how a Helpdesk shared inbox works in Gmail in practice? Read how Boosted Commerce is building a 100+ brand platform, using Drag for smooth and consistent Customer Support. They handle 100s+ of monthly customer conversations in multiple languages and have achieved 100% faster integration of Customer Support systems from their newly acquired brands with Drag.

helpdesk shared inbox

Turn Gmail into a helpdesk.

Drag turns Gmail into your Team’s Workspace – One single place to support customers, manage tasks and close deals, from the place teams love: Gmail. We are a Techstars-backed Company, trusted by 30,000 users around the World.

Try Drag for Free
Samantha Anacleto

Author Samantha Anacleto

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