Gmail Helpdesk

How to boost your Helpdesk team with Gmail

By 23rd October 2018 June 25th, 2019 No Comments

Helpdesk software comes in very handy to companies. Period. But still, we don’t think they solve the problem as efficiently as they could. Can you imagine a scenario in which your work goes unified in order to solve customers’ issues?

Think about it, technologies come and go every day. It has become common for people to forget about tools and social networks they used to be part of (e.g. Flickr, MySpace, and even Twitter). Although these tools still exist, they usually go through a wave of use — which keeps increasing until it breaks.

On the other hand, there’s one single network that has always existed in your digital life and you probably don’t even see it as a social media: your email.

And there’s no blame on that. Emails have been there for most things you needed online. And for every new tool available, there you go using your email as username. But what if you could centralize your Helpdesk work?

Well, you can.

Since most of your emails are tasks to be done, we figured out that if you use your inbox as a visual workflow in which your messages go progressively through, it would save you tons of time. Did you know the average person spends 6.3 hours per day in their email? And yet, email is not productive, not collaborative and not an all-in-one place to do the tasks you need to. Let’s be honest, email as we currently know is broken.

How helpdesk is dealt

Helpdesk software are incredible tools, with multiple features able to organize your customer’s information properly.

Usually, an email is attached to the software, so for your clients, nothing will change, but inside your company, you’ll gain control over who’s working on what, you can add tickets, forms and truly visualize the big picture.

That’s why big companies such as Zendesk have so many clients. This is a truly needed service, and they have found one good solution. But is it the best?

What are the issues

For smaller companies, hiring another service means investing important resources — not just money! — on that. We’re talking about the time your team will need to learn and master about a specific tool, and how well they’re really going to adapt to that.

If no one has ever used any helpdesk software, it might be good to think about other alternatives.

Drag: using email as an alternative

Our software doesn’t add any new logins/websites for your team. It works straight from your Gmail Inbox. All you need to do is download it here and activating it into your inbox by clicking the Drag’s switch. And that’s it, you’re ready!

At Drag, we want to provide the best service possible, so we’re gathering the best of many worlds:

  • Shared inboxes
  • Kanban in email
  • Tasks
  • Checklists
  • CRM
  • Helpdesk
  • Centralize work in one single place, no there is more need to access tens of different platforms every day just to get your team to communicate efficiently.

By doing so, we allow your team to learn faster and have fewer questions about what’s new. We also centralize work, because we have Helpdesk/CRM functionalities and shared boards inside your email. Basically, we change everything, but we keep it visually the same.

The Kanban view is also incredibly helpful. By making all emails pop up visually, you can instantly understand in which stage everything is, and so you can spend less time on your email.

The fact that Drag works inside Gmail decrease drastically the time to be invested to learn about a new tool. It also centralizes work, by allowing Helpdesk to be managed within the same space as emails and To Dos.

Drag starts and stays for free, but if you want to unlock its full power, prices start at $3/month/user. We believe that simple solutions make everything better for both sides because they decrease the amount of new information you need to learn something new.

Here are some other features you can add to your cards in a Kanban board:

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

All of it. Right into your Gmail team inbox.

How it works

Helpdesk feature on Drag is very simple, your emails become cards, so you can drag and drop as your support progresses.

You can add labels to your cards, so every task belongs somewhere. Here are some other features you can add to your cards:

    • Responsible person on the team;
    • Descriptions;
    • Status;
    • Due date;
    • Checklists;
    • Notes;
    • Progress bar.

These features work seamlessly together so you can have a clear understanding of the process. The Kanban view is also very handy, so you can focus on the list that makes more sense to you, minimizing distractions.


By centralizing your team’s helpdesk work in a single place, your processes get quicker, consequently, your customers get happier and your company sells more. We truly believe that current solutions don’t solve the problem as well as it can be solved, so we’re introducing Drag as a disruptive alternative, working straight from your Gmail inbox as a collaborative and visual tool.

Once you go for it, you’ll never want to use anything else. Drag makes the most of the simplest tools you already use.

Learn how to Transform your Business with Shared Inboxes by downloading our Ebook!


What now?

This is our attempt at sharing everything. It’s as simple as that You don’t have to be a customer to follow us.


Author Drag

More posts by Drag