Collaboration Tools

How to manage Helpdesk with a shared inbox

By 22nd March 2018 February 5th, 2020 No Comments

Most companies need Helpdesk software in order to manage their relationship with clients. Just making sure that their issues and questions are properly solved can make a huge difference in your profit.

Furthermore, keeping a good relationship with your customers is essential if you aim to keep them loyal to your company. If this is your case, you have probably realized that you need a way to organize information for each and every client, so you can track and solve their issues efficiently.

Helpdesk software is very handy. But we don’t think they solve the problem as efficiently as they could. Dedicated software, as good as they are, always add more things for you to think about, more tabs on your browsers and more passwords to remember


There are several use cases for a shared inbox. Can you imagine a scenario in which your work goes unified in order to solve customers’ issues?

Yes, you can do it!


Helpdesk + Email

We believe email is a centralizing point in digital work. Sometimes people don’t realize how much they use email on a daily basis. And not only that but also how much better they could use it.

There are numerous companies that provide Helpdesk support, but they all require specific software, and it requires new logins/passwords and new information for your employees to learn. This often ends up in people needing constant support to use, and it makes your work seem less professional.

Adding your Helpdesk system right into your inbox, if associated with key helpdesk features, will not only power up your service. It will make it much easier for your whole team to keep track of what is going on, simply by eliminating extra steps in your process. But how can they work together with email? This is our next step. 😉

When you know what kind of information you need to be gathered, you will also know what works better for you and your team. Here are some examples of key features in helpdesk software:

•Automation of the process, making it easy to reply to customers;

 Delegation and management of tasks, from end to end, in real time;

The visual look of the whole process by stages;

 Shared view and collaboration for teams;

 Easy access to key user information such as Company name or telephone number;

 KPIs tracking, such as time to response or service rating.

Helpdesk + Shared Inboxes

When thinking about email, many people see it an antiquated tool, that doesn’t provide collaboration well enough and makes work take longer — which is why they go to dedicated software.

If you think about it, Helpdesk tickets are nothing less than Emails, converted into tickets in an external app (Helpdesk software). Once customer support teams work on their Helpdesk external tools to manage those tickets, they are finally converted back to?

… Emails!

So tell me why the hell do you need to leave your Inbox to manage something that will always start and finish as emails?

Your Inbox was just a few steps away from allowing your team to use it as a Helpdesk solution.

So how about making it all go away and power up e-mail with incredible features? This is what shared inboxes have the power to do to your email.

With shared inboxes and the right features, your whole team can collaborate in the same space, in real time. Better than that, inside a space they already know very well: their own inbox.

Helpdesk + Drag

The Helpdesk feature on Drag is very simple, to start it out, 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:

 Delegation of tickets;

 Customer info, such as phone number and company;

 Progress bar;

 Due dates;


 Internal notes.

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.

All of this happening right inside your Inbox. No more extra tabs, extra apps, extra password, extra headache. 

How it works

In Drag Helpdesk boards, your emails become cards in a Kanban board. It means you can drag and drop, customize your pipeline, track status of customers and collaborate with your team in shared inboxes. Basically, every card is ready to receive Helpdesk information.

Setting up a shared inbox is truly simple:

  • 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!

*A preview of custom Helpdesk feature coming soon


If you want your customers and company to stay still, do nothing. But if you see potential in your business and climb in rocket speed, Helpdesk can make a huge difference for you. Better than that, we can keep it all into your existing email.

Less support needed, less time to learn new functionalities. Drag is simple and its interface is seamless with Gmail, all we want is for you to have the best experience, so you can also provide excellent services.

What you’ll learn inside Drag

Starting now, we’re aiming to share what our plans are, how we’re doing and what lessons we’re learning along the way.

You’ll get:

  • Just like this article, you’ll get real-time updates on what’s happening, what’s working and how it feels in a startup.
  • Quick videos explaining quick wins and how to grow your business
  • Live Instagram updates. Real-time stories of what’s happening

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.

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Samantha Anacleto

Author Samantha Anacleto

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