A Help Desk in Gmail.
Most support tickets start as an email. So stop switching between Gmail and a Help Desk tool.
Your Help Desk, in Gmail.
Turn Drag boards into your Help Desk. Add incoming emails such as support@, help@ or manually add new tickets. Customize them your way with kanban or list views, sort & filter, rename, rearrange or expand columns.
Know the context of each ticket.
Have all the context you need around a ticket from one place – email history, contact information, type of request, priority level, bottlenecks, files. Assign emails to agents and know who is working on what. Know the next steps and respective deadlines.
Share drafts or even reply on behalf of each other. Need help from a teammate? @mention and comment in a chat, in the context of a ticket. Share specific boards or cards permission levels. If you need to escalate a ticket, you can move it across teams, in one-click.
Automate your support.
Share email templates for consistency across your support team. Automate repetitive tasks (like sending an email template when moving tickets from a stage to another). Move tickets automatically to the right boards. Let Drag send automated follow-ups to customers so you can focus on what matters.
Don’t let anything fall through the cracks.
Know when someone reads your emails. Use due dates and deadlines to never miss important deadlines. Automatically create events and reminders in your agenda with calendar integration.
Know how your support team is doing.
View the performance of your support team at a glance. Slice and dice with different reporting for real-time insights. See which agents are performing the best with individual team member reports.