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How to Choose Google Help Desk Software

Google doesn't have a help desk tool built into Google Workspace, but you can get everything you need to manage your customer support with a tool like Keeping.

September 27, 2021

6 mins read

Some businesses assume that investing in marketing is the best way to increase revenue. Launching a new marketing campaign can be effective, but it’s not the only way to generate sales. Improving your customer service can also help your bottom line.

Everyone knows that customer service is important, but few people understand the impact it can have on a company’s revenue. According to Forbes84% of companies that invest in improving customer service report an increase in revenue. Furthermore, a whopping 96% of customers say customer service is an important factor that affects their loyalty to a brand.

Based on these statistics, it’s clear that customer service is crucial to the success of your business. So how can you provide exceptional customer service? If you use Gmail to field incoming customer support requests, the first step is finding the right Google help desk software

Want to boost collaboration in Gmail?
Keeping lets you manage a shared inbox within Gmail and collaborate on customer emails without collision.

There are many options to choose from, but some are better suited for customer support teams than others. Here’s what you need to know in order to choose the right Google help desk software for your business:

Is there a Google App help desk for Gmail?

Many businesses choose Gmail as their email provider. In fact, about 60% of mid-sized businesses and 92% of startups rely on Gmail for business email services. One of the perks of using Gmail is getting access to all of the helpful apps in Google Workspace, which was formerly known as G Suite.

There are Google apps to help businesses perform a wide variety of tasks, including creating spreadsheets and forms, building and editing simple websites, conducting video or audio calls, and scheduling meetings.

Because there are so many Google apps available, many companies assume that they will be able to find a help desk tool for Gmail in Google Workspace. However, there is no Google help desk for Gmail apps in Google Workspace. What does that mean? If you are currently using Gmail to manage your company’s customer support efforts, you will need to find a third party help desk tool instead.

What is Google help desk software used for?

The right Gmail help desk software can make it easier for your team to manage customer support requests. This type of software can be used to:

  • Capture the details of incoming customer support requests sent via email.
  • Keep your team’s shared Gmail inbox organized so customer support requests don’t accidentally fall through the cracks.
  • Create help desk tickets that allow your team to monitor and keep track of all customer support requests.
  • Properly allocate customer support resources to ensure every incoming request is handled in a timely manner.
  • Record customer support request data that can be analyzed and used to make better business decisions.
  • Provide timely, exceptional customer service that exceeds customers’ expectations.

These are some of the many ways in which Gmail help desk software can be used to streamline and improve your customer support efforts.

What features to look for in a Google Workspace ticketing system?

There are a number of Gmail help desk tools out there, which can make it hard to find the right one for your business. Knowing what to look for in Google help desk software can make the process much easier. Here are some of the must-have functionality to look for:

  • Collaboration
  • Collision Detection
  • Gmail Integration
  • Automation & Workflows
  • Knowledge Base
  • Team Permissions
  • Analytics


Providing customer support is a team effort, which is why you need Gmail help desk software designed with features that make it easy for your team members to collaborate.

For example, the software you choose should allow you to assign a support ticket to other members of your team. This way, you can share the workload with everyone instead of tackling all incoming customer support requests on your own. Sharing the workload can improve your response time, increase your team’s efficiency, and create a better overall customer experience.

Keeping Assign Ticket

The software you pick should also make it easy for your team to communicate with one another. For instance, if you are assigning a customer support request to your co-worker, you may need to provide some background information on the request so they know how it should be handled. It may need escalation to another team member.

Look for software that is built with a feature that allows you to quickly and easily share this information with your team. If you choose a software with this feature, you won’t need to rely on third party instant messaging tools to discuss specific customer requests with the rest of your team.

Collision Detection

Every minute of your team’s time is valuable, so they shouldn’t waste a second working on a customer issue that has already been handled by someone else on your team.

However, it’s impossible to tell which requests have been handled and which have not just by looking at a Gmail inbox. As a result, you may accidentally respond to a request that another member of your team has already resolved. Not only does this waste your team’s time, it can also confuse customers who may receive multiple responses from your team.

Collision Detection

To prevent this problem, look for Google help desk software designed with collision detection. This feature will tell you when someone else has already resolved or is actively working on a resolution to a request.

Gmail Integration

If your customer support requests are sent to a shared inbox in Gmail, it’s important to find a help desk tool that integrates with this email provider. Most help desk tools work with Gmail, but compatibility isn’t enough. It’s best to find Google help desk software that actually works directly inside Gmail.

If the software you choose works inside Gmail, your team won’t need to learn how to use a new tool to get started. Furthermore, they won’t need to open multiple windows or programs on their computers to juggle their workload. Instead, all of the software’s features will be available directly within Gmail. Since your team already knows how to use Gmail, making the switch to the new software will be a breeze.

Automation & Workflows

If your team does more than just provide customer support, it’s crucial to find a help desk tool that offers automation. Tools with this feature can be used to automate some of the manual, repetitive tasks involved in managing your customer support efforts.

For example, you may want to choose a tool that automatically assigns incoming customer support request emails to members of your team. If this task is automated, your team won’t need to waste time manually assigning each incoming email to someone. This can make it easier to keep your inbox organized since incoming emails are automatically assigned to members of your team. It can also save everyone on your team a significant amount of time so they can focus on more complex tasks that require their full attention.


You should also look for a Google help desk solution that gives you access to metrics on your team’s customer support efforts. Having access to this data can help you make important business decisions.

Team Advanced Reports

For example, the data may reveal that your team’s average response time is getting slower week after week. The data may show that the number of incoming requests is growing, too. This may indicate that your team needs help handling the growing volume of incoming requests, so you may need to add another person to your customer support team.

If you didn’t have access to this data, you wouldn’t have the information you need to make this business decision and the quality of your customer service may have suffered as a result.

Why Keeping is the best Google help desk tool

Are you searching for the best Google mail help desk tool? Look no further than Keeping.

Unlike other tools, Keeping was built specifically for teams that do more than provide customer support. It works directly within Gmail, so you won’t need to learn how to use another tool to provide excellent customer service.

Keeping converts your Gmail inbox into a user-friendly customer support tool and help desk. This Gmail help desk tool is designed with all of the features you need to juggle your customer support efforts and the rest of your job, including:

  • Task Assignment: Turn emails into help desk tickets that can be assigned to other members of your team.
  • Collision Detection: Keeping will tell you when someone is already working on a task, so you won’t waste your time duplicating their efforts.
  • Shared Notes: Use the notes feature to follow up on a task, provide background information on a request, or share other information with your team.
  • Shared Templates: Create custom templates that can be inserted into email responses with just one click.
  • Integrations: Route your support tickets to your crm, project management tool, or chat (like Slack) via Zapier.  Or see Shopify data right in Gmail!
  • Status Updates: Keep track of customer support requests using Open, Pending, and Closed statuses.
  • Reporting: Find out how well your team is handling incoming requests by pulling custom reports.
  • Automation: Eliminate manual, time-consuming tasks such as task assignment, task prioritization, and the removal of spam from your shared inbox.

Keeping is hands down the best help desk software for small business customer support teams. Our simple pricing includes everything you need to get a handle on your ticket management. But don’t take our word for it–see for yourself by starting your free trial today.

Want to boost collaboration in Gmail?
Keeping lets you manage a shared inbox within Gmail and collaborate on customer emails without collision.

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