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How to use Gmail as a Helpdesk with a Shared Inbox

By 10th May 2018February 4th, 2021No Comments
helpdesk team inbox

Managing client relationships is necessary for every company. Some use essential tools – which work well – others need Helpdesk software, much more complex, buy yet precise. The aim is to solve customers’ issues and, of course, boost your performance.

To keep a good relationship with your clients, which can turn them loyal and promoters of your company, you must find a way to connect, solve, and organize its issues and information. In that way, you can manage every detail and check if things are working fine for both of you.

Here at Drag, we have tried different Helpdesk software, but we don’t think they solve the problem in the most efficient way. They are good, but workplaces with several tabs or multiple passwords create a hard time for users.

There are several use cases for a shared inbox. Now, is it possible to unify everything to solve customers’ issues?

Yes, totally!


The Email – Ticket cycle

Specific software that allows users to collaborate is the destiny for people who see email platforms as an archaic tool. Beyond collaboration, integration of information is very demanded by users. Most don’t see these advantages in regular emails, which is why Drag exists.

Imagine a Helpdesk card. What does it look like? For us, it seems like an email converted into the software. 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.

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: their Gmail.

helpdesk work


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. You could embed your Helpdesk system right into your Gmail, mixed with other functionalities.

The key features in a Helpdesk software

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? This is our next step. ?

If you can add these features in Gmail, why not transforming your Gmail into a Helpdesk?

Turn Gmail into a Helpdesk team inbox with Drag

Drag Team 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. Not just that, but also pipeline customization, customer status tracking, and team inboxes collaboration. 

Just like Trello, we have the labeling feature. Therefore, every card belongs somewhere. Here are some other features you can add to your cards:

  • Delegation of tickets
  • Customer info, such as phone number and company
  • Progress bar
  • Due dates
  • Checklists
  • Internal notes

helpdesk team inboxThese 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 Team Inbox

Helpdesk team inboxes are now a reality here at Drag. So how can I set it up in my workplace? 

Well, to set up a team inbox is easy-peasy:

  • Click the boards drop-down menu, then click Manage Boards;
  • Select a board (or create one) and click on the add (+) button;
  • Type your peers’ emails addresses;
  • Click Invite;
  • And it’s done!




Not being able to move forward is a considerable risk for your company. You can do better by just adjusting your tools, but you still didn’t know it. Our Helpdesk tool will take your company to the next level of customer satisfaction and company development.

Don’t think it will take longer. Intuitive tools can boost your teams’ work fast as a rocket. Even better, we can keep it all into your existing email.

It is an intuitive functionality that meets clients’ requirements. 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.

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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