10 Best DragApp Alternatives Today

10 Best DragApp Alternatives Today

Considering using DragApp but aren't fully convinced whether it's the right tool for you? Wondering if there are any DragApp alternatives that could work for you better?

sanjana

February 21, 2024

10 mins read

A user on Get App says, “My inbox can get pretty unruly, so to have a tool that integrates into Gmail and allows me to handle things where I spend most of my time is fantastic.” (source)

But another user says, “Setup is not user-friendly and easy to mess up.

This goes to show that DragApp isn’t for every business. Upon our review, we’ve also found a few gaps that might push a company to seek a DragApp alternative.

This article gives you exactly that. So, keep on reading to find out:

Support emails slipping through the cracks?
Keeping is the best helpdesk for Gmail that turns emails into support tickets that you can track, assign, and prioritize.
  • What is DragApp?
  • Why do companies choose DragApp?
  • Why DragApp isn’t for everyone?
  • What are the best DragApp alternatives to consider?

It’s a lot to cover so let’s get right into it.

What is DragApp?

Drag is customer service software that makes Gmail work better for teams. It turns your Gmail into a shared workspace where your support team can work together easily. 

What sets this customer support platform is that you can use kanban boards to organize tasks visually and use email templates for quick replies with just a few clicks.

With Drag, you don’t have to keep forwarding emails back and forth. Teams can assign tasks, share notes, and talk in real time right inside Gmail. This helps a lot in e-commerce, marketing, consulting, and startups. It’s great for customer support, sales, project management, and remote teams. 

It makes work easier in Gmail, boosts productivity, and helps teams work better together.

Why do companies choose DragApp?

DragApp has a 4.7/5 stars across various review sites from 1200+ customers. There must be something good about it, right? Here are a few features we think companies love:

Visually appealing Gmail inbox

While most shared inboxes look somewhat similar, DragApp is different.

Support team can select either the Kanban or board view based on their preference. What’s great is that different team members can have their own multiple boards for the same shared board without affecting each other’s tasks.

You can choose to see only unread emails on a board, view cards assigned specifically to you on a particular board, or see all cards assigned to you across all boards with just one click. Instead of sorting through mail merge various boards, you can use the Today View, which provides a single place to focus on task management.

Custom fields for your company needs

While Drag provides essential default fields for managing shared inboxes, it also lets you include custom fields tailored to your customer facing and marketing teams too. These custom fields offer various types, such as short text, numbers due dates, IDs, and more, to help you categorize your tasks effectively.

Custom fields in DragApp.

Once you’ve personalized your cards with these fields, they become an integral part of your team’s work processes. You can easily add, modify, fine-tune, and even automate tasks associated with these cards.

Board activity log

This special feature allows you to monitor everything happening in Drag boards and cards.

Another screenshot of DragApp's interface.

The log keeps a record of all the actions on a board, like mentions, assignments, new replies, tags, and more. You can easily see all your team’s activities in one place. You can also filter to only see assignments to you or mentions directed at you. If you want a closer look at what’s happening inside a particular card, you can check the “Activity” tab, which provides all the details.

Why DragApp isn’t for everyone?

Complexity and learning curve

Drag-and-drop customer support software often requires users to create custom workflows and processes. This complexity can be overwhelming for small businesses or those with limited resources. It may require hiring or training specialized personnel to set up and maintain the software effectively.

Not all businesses have the time or resources to invest in mastering a new, complex software platform. Smaller companies, in particular, might prefer simpler solutions that are easier to adopt and integrate into their existing operations.

Scalability

DragApp shared inbox may not be suitable for rapidly growing businesses or enterprises with high-volume customer interactions. As your company expands, its support needs can become more complex, requiring advanced features and scalability that DragApp may not offer.

Larger businesses often require more robust and customizable solutions that can handle a wide range of email communication scenarios and integrate with other enterprise-level systems.

What people have to say about DragApp

We dug into the reviews people have posted over the internet and this is what people have to say:

Excellent Gmail extension but more features would be great

A user on G2 says that, “DragApp is an excellent extension to the existing gmail account but there are a few features they’ve seen in similar extensions that they would love to see implemented in Drag, including the ability to split email threads and more formatting options in email templates.

“Useful, works well but a bit buggy”

Another user on G2 says, “it’s nice because it allows you to use the gmail interface itself to collaborate as a team. But it is buggy and sluggish sometimes. The new UI overhaul is taking forever to launch.

The solution for inbox confusion but still developing

A user on Capterra says they love DragApp and has all necessary task management features but it is still developing. For example, messages are not automatically sorted based on criteria. Columns cannot be stacked or collapsed either.

10 best alternatives to DragApp

1. Keeping

Keeping is a help desk solution that builds upon Gmail’s capabilities. This means Keeping transforms your Gmail inbox into a powerful tool for managing all your support operations, allowing you to deliver exceptional customer support.

Here’s what makes Keeping an excellent alternative to DragApp:

  • Cost-Effective: DragApp can be quite expensive, especially if you need its full range of features. This cost can be a significant burden for small and medium-sized businesses. Keeping, on the other hand, offers an affordable option with just the right features needed for top-notch customer service.
  • Simple Setup and User-Friendly: Everyone knows how to use Gmail. Since Keeping is an extension of your Gmail inbox, your customer support teams can easily set up and use our customer support platform without a steep learning curve.
Keeping - the best DragApp alternative.

Some of our key features are:

  • Collaboration features such as assigning messages, sharing internal notes, and updating the status of the ticket, all without ever leaving Gmail.
  • Shopify integration that lets you connect your Shopify customer inside Keeping.
  • Create multiple shared inboxes or respond from your personal inbox—the choice is yours! 
  • Create templates that can be shared and inserted into your responses with one click.
  • Advanced reporting and analytics that give you data you need to know about how your team responds to your customers.

2. Zendesk

Zendesk is another popular DragApp alternative. Zendesk, unlike DragApp, is a multi channel support suite designed specifically for large organizations. 

Screenshot of Zendesk.

Its integrated platform consolidates multiple channels, including email, live chat, phone, and knowledge base. The tool provides advanced functionalities such as skill-driven routing, enhanced sandbox options, and adaptable workflow customization.

Zendesk includes pre-set macros that can be modified or turned off. Your support agents can also craft their own macros to swiftly address recurring inquiries. These customized macros can be shared as standard responses for frequent customer emails.

Having said all of that, the main concern of many users is the complexity and cost associated with this tool. Another thing Zendesk lacks is the kanban boards that DragApp provides.

3. HappyFox

HappyFox is a cloud-based customer support solution designed to streamline and simplify your support operations. 

HappyFox, another great DragApp alternative.

Regardless of whether you receive inquiries via email, phone calls, chats, web requests, or social media platforms like Facebook and Twitter, HappyFox automatically converts them into tickets for efficient tracking and prioritization.

It also offers a smart rules engine that lets you automate workflows, helping enhance your team’s productivity.This tool automatically categorizes incoming customer conversations based on the type like customer support, sales or marketing etc.

Support teams can also slice tickets into smaller chunks for quicker and easier resolution. Overall, HappyFox has similar and better functionalities when compared to DragApp.

4. HelpScout

Help Scout is an established DragAp alternative. Help Scout focuses majorly on customer service than sales and marketing.

Helpscout DragApp alternative.

Help Scout’s shared inbox, called Mailbox, is great for handling emails and chats. However, if you want to integrate social media and messaging platforms, you may need to use Zapier, which may not work seamlessly. One key difference is that Help Scout doesn’t have visual capabilities, which could be important for businesses looking to boost task organization.

Although it doesn’t have all of DragApp’s features, Help Scout is a comprehensive tool, especially suited for google workspace users. It creates a customer-focused environment and helps provide excellent support.

5. Hiver

Hiver is a helpdesk platform integrated with Gmail, suitable for teams looking to build customer relationships. It has an intuitive interface that seamlessly fits into Gmail, making it user-friendly and easy to learn, with a quick setup.

Hiver, an alternative to DragApp.

You can create smart rules to automatically assign conversations, saving your team time for more complex or repetitive tasks too. It allows routing emails to the right team member based on their expertise.

Teams can assign conversations randomly, track, and apply rule-based automation for full visibility. Hiver’s Email Notes enable seamless team collaboration within the primary inbox as well.

Notes are attached to email threads for easy communication without cluttering your inbox. You can also use @Mentions in Email Notes to notify teammates about the pending tasks and gather their input.

Hiver also provides valuable insights into your team’s performance and areas for improvement through its Analytics dashboard. You can access various report types, including Conversation Reports, User Reports, CSAT Reports, and Custom Reports.

6. ZohoDesk

ZohoDesk is made to help customer facing teams deliver experiences that make customer service your competitive advantage. It allows multiple team members to use a shared inbox to keep track of customer conversations from various sources, such as different channels, brands, products, and departments. 

ZohoDesk.

ZohoDesk comes with a wide range of features like ZohoDesk’s ticket management is omnichannel, meaning it can handle customer inquiries from various communication platforms. 

ZohoDesk also offers an AI bot called Zia. This bot can identify key elements of a ticket and add tags to them. Zia also performs sentiment analysis, alerts when there is unusual activity on a ticket, and provides agents with relevant solutions from knowledge base articles.

ZohoDesk also offers self-service features such as guided conversations, ASAP plug-ins, a multibrand help center, and a knowledge base. 

To boost team productivity, ZohoDesk provides tools like work mode, reply editor, and mobile capabilities for ticket management. You can also create automated workflows for notification rules, ticket assignments, service level agreements, escalations, and layouts to streamline your customer support processes.

7. Front

Front simplifies agent communication by consolidating it into a shared inbox, making it easier to provide excellent service on a larger scale.

FrontApp.

It has a user-friendly interface and offers collaboration, workflow automation, integrations, knowledge base, analytics, and live chat features. For teamwork, it includes essential functionalities like collision detection, cross-functional collaboration, in-thread comments, and auto-shared drafts.

Workflow automation allows you to create workflows to tag and assign emails, archive messages, and automate ticket assignment and routing. You can also incorporate data from other systems, like CRM or customer order status, into your workflows.

Front’s analytics provide valuable insights into team performance, including metrics like response times, resolution times, CSAT scores, and customer feedback.

While Front offers a wide range of features, it’s most suitable for mid to large-scale businesses considering its complexity and pricing structure.

8. HelpCrunch

HelpCrunch is a DragApp alternative that’s designed to support and enhance your customer support, marketing, and sales efforts all in one place. You can easily keep the customer conversations flowing through popular channels like chat, email, and a help center.

HelpCrunch.

HelpCrunch offers a range of valuable features, including the ability to schedule emails and chats to the right audience at the most opportune moments. You can create visually appealing pop-ups to capture user attention and prompt them to take desired actions.

The platform also incorporates chatbots for 24/7 customer assistance and lead qualification. HelpCrunch also provides a visual editor for crafting and editing informative help articles.

Lastly, you can extend your customer support capabilities with native Android and iOS apps, ensuring you can assist customers on the go.

9. Intercom

Intercom is a versatile customer support software that facilitates effective communication with your audience. Through its Team Inbox, your customer service agents can seamlessly monitor and respond to customer conversations taking place across various platforms.

Intercom.

Intercom provides your business with the flexibility and tools necessary to deliver proactive support to customers. This proactive approach to customer satisfaction involves using targeted messages to offer quick tips or keep customers updated about unexpected issues.

Among the notable features of Intercom are the ability to centralize customer communications from multiple channels using the Team Inbox, the convenience of the Resolution Bot for swiftly addressing straightforward customer queries, and the use of outbound messages to proactively assist customers.

Intercom enables you to leverage customer data to enhance your help articles and chatbots. Moreover, it offers the option to engage new customers effectively by providing them with engaging and interactive product tours.

10. Kustomer

Kustomer is smart and simple all in one connected customer service platform that makes up for a great DragApp alternative.

Kustomer, a DragApp alternative.

One of the standout features of Kustomer is its ability to gather customer data from different areas of your business, providing a comprehensive understanding of each customer’s history and preferences. 

This help desk software offers real-time analytics through a user-friendly dashboard, enabling you to monitor both customer experience and agent performance. Additionally, the platform provides a self-service portal, making it easy to create an accessible and SEO-friendly knowledge base on your website.

In essence, Kustomer simplifies and enhances the way you engage with and offer support to your customers, ultimately driving better outcomes for your business.

Wrapping Up

DragApp is great but it might not be for you. It might be for you when your business is small and your support team does not require all the visual appeal DragApp has to offer.

Keeping, on the other hand, is the perfect solution for growing businesses that need a compact yet robust solution for customer support. To start your journey of delivering excellent customer experiences, check out Keeping today!

sanjana

Sanjana Sankhyan is a freelance writer who specializes in delivering data-driven blog posts for B2B SaaS brands. She helps businesses attract more audience and sales with her writing. If not writing, you’ll find her helping other freelancers improve their work. Find her on LinkedIn or Twitter.

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