Helpdesk tools are numerous. It’s quite an essential service for both B2B and B2C companies who need to deal with customer support.
However, many still struggle when looking for the best solution for their teams. Some lack security, others have so much information and make you feel lost.
So how to overcome these issues and find the best solution for you? Let’s find it out:
How people adapted emails for Helpdesk
Currently, a considerable amount of companies still use shared email accounts in order to make helpdesk work for their teams.
But after some time using this method — in case you’ve ever used it — you start realizing how things can get messy. Maybe you and someone else replied to the same email or another issue. But the main concern is also security. If there are 10 people using the same password, so your email is 10x more likely to be hacked.
So if you’re concerned about your company — and your clients’ —online safety, you should at least think twice before just sharing email accounts.
Helpdesk software: are they too much for you?
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?
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.
How to handle Helpdesk in a simple way
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
- 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;
- 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;
- Due date;
- 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 in the list that makes more sense to you, minimizing distractions.
Helpdesks are allies to your team’s productivity. All you need to do is finding the right tool, which will be able to make the most for everyone.
We believe Drag is the right solution for your company because it’s the simplest — yet very solid — in the market, making it easy to learn and keeping your team happy.
Drag is a shared inbox, inside Gmail, for teams to manage emails, tasks, helpdesk and more from one single place. Try Drag for free.