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How to Use Keeping as a Gmail Shared Mailbox

A shared mailbox is easy to setup with Keeping.
Director of Customer Success
6 min read

In a Nutshell

Google Workspace and G Suite do not have a native shared mailbox app built into Gmail. Here's what Keeping can offer to allow you to share your group email with your entire team.
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Table of Contents

Looking for a Gmail shared mailbox? Keeping integrates directly within your current Gmail account and lets you share your customer support inbox with your entire team. Thanks to Keeping, you can provide responsive support to your customers without ever leaving your Gmail inbox.

How do I setup a shared inbox in Gmail?

Google Workspace and GSuite do not have a native shared mailbox app built into Gmail. If you are looking for a free option, Google recommends you try the collaborative inbox functionality of Google Groups.

While this option is free, it lacks a lot of the features that allow you collaborate with your team.  See more in our article on Google’s collaborative inbox feature.

Manage a shared mailbox with Keeping

For excellent customer service, your entire team should be involved. Keeping lets everyone in your team receive, respond to and assign support emails directly from within their own mailbox. How? Keeping lets you turn your Gmail, G Suite or Google Workspace account into a shared mailbox built for teams.

All support emails from your group email get organized in a new section of your mailbox and are separated from your regular emails. This makes it easier for your team to juggle their customer support efforts and the rest of their workload.

Keeping lets you turn your Gmail, G Suite or Google Workspace account into a shared mailbox built for teams.

Keeping gives you access to the features your team needs to communicate and collaborate on support requests. For example, Keeping lets you assign tickets to other team members so that everyone knows which support emails they are responsible for and nothing is left unanswered.

Regardless of whether your team has two people or 200, Keeping can help you streamline your customer support efforts.

Everything you need to manage your Gmail shared inbox

Keeping Assign Ticket

Keeping was designed to serve as a Gmail shared inbox for teams that do more than just provide customer support. Some of Keeping’s many features include:

  • Task Assignment: Keeping converts every Gmail email in your shared inbox into an assignable help desk ticket so you can share the workload with your team.
  • Status Updates: Change the status on tickets in your shared inbox to Open, Closed, or Pending so you can keep track of everything on your team’s plate.
  • Shared Notes: Communicate with your team to follow up on a task, ask a question, or provide background information on an assignment in real-time using the shared email notes feature.
  • Shared Templates: Save time responding to frequently asked questions by inserting a response template instead of manually typing out the answer over and over again.
  • Reporting: Review key metrics such as the volume of incoming requests, average inquiries per day, and the average first response time.
  • Workflows: Use “if/then” logic to automate time-consuming tasks such as assigning emails, prioritizing tickets, and removing spam from your team’s inbox.
  • Collision Detection: Keeping puts an end to duplicated efforts by preventing multiple people on your team from working on the same customer support request.
  • Third Party Integrations: Connect to your favorite tools, including Shopify, Google Sheets, Slack, CRM, or project management tool so all of your data is available within your Gmail inbox.

Benefits of using Keeping as a G Suite shared mailbox

Your entire team–and your customers–can benefit from using Keeping as a G Suite shared mailbox. Here’s how:

  • Keeping makes sharing the workload easier, so your customer emails don’t fall on one person’s shoulders.
  • Keeping provides transparency into what everyone is working on so your team won’t waste time duplicating someone else’s efforts.
  • Because your inbox will stay organized, nothing will slip through the cracks, which means customers will get faster, better support when they need it.
  • You won’t need to log in and log out of multiple accounts to manage your team inbox and your personal work inbox. Keeping brings everything together in the same place.
  • Keeping provides the collaboration tools your team needs to work together to provide the best customer support possible.
  • Automation, templates, and other features can save your team a significant amount of time and improve their efficiency.
  • Keeping gives you access to the data you need to make important business decisions that could improve your customer support.

Team Advanced Reports

Keeping vs other shared inbox tools

  • It’s invisible to your customers. Your customers will never know you are using Keeping to manage your customer support efforts. They won’t see any confusing help desk jargon such as “case ID” or “reply above this line” when they email with your support team. All they will see is a friendly email sent from your team’s support account.
  • It works within your Gmail inbox. Your team won’t need to log into a new program or learn how to use a new tool in order to use Keeping. Why? Keeping works directly within your Gmail inbox, which is where you already spend a good chunk of your day.
  • Your data will always belong to you. Other help desk tools will hold onto your data if you stop using their services. But that’s not how it works at Keeping. We believe your data should always belong to you, which is why your emails will remain in your email accounts even if you choose to stop using our services.
  • Help is always available. If you need help, someone on our support team is standing by reading to help. You will never speak to a chatbot. When you reach out for help, you will always be connected to a real, live human.

See for yourself

Keeping is the fastest, simplest way to manage customer right inside Gmail.

Frequently Asked Questions

How does Keeping work?

When you sign up for Keeping, we will ask you to forward the email from your shared team account to our servers. Then, Keeping will automatically forward a copy of every email sent to this shared account to your team members’ work accounts. All of these forwarded emails will be stored in a Gmail folder labeled “Help Desk,” which is located directly underneath the Drafts folder in your inbox. This keeps your inbox organized and helps you balance customer support and the rest of your job duties.

What does the Chrome extension do?

You will need to install the Chrome extension in order to access all of Keeping’s features, including assigning tasks, updating task statuses, and sharing notes with team members. These features will be available right inside your Gmail inbox once the Chrome extension has been installed.

Does Keeping have email templates?

Yes, you can create your own snippets and templates in our knowledge base to easily answer repetitive questions.

Does Keeping work with Gmail on my mobile phone?

Yes, you can access all of Keeping’s features from any iPhone or Android device.

What is a Gmail shared mailbox?

A Gmail shared mailbox is an inbox that multiple people can access to read and respond to emails.

What are shared mailboxes for?

Support teams often use shared mailboxes to read and respond to incoming customer support requests. Using a shared mailbox allows a customer support team to work together to resolve incoming requests.

Can a Gmail account have multiple users?

Gmail’s “mail delegation” feature allows you to add multiple users to your Gmail account. However, there is a limit on how many users you can add. Furthermore, mail delegation was not designed for customer support teams, so it is not built with the features you need to effectively manage customer support requests. For these reasons, it is best to use Keeping as a Gmail shared mailbox instead of relying on mailbox delegation.

Andrew Rivers
Andrew Rivers
Andrew leads customer success at Keeping.