Link Gmail tickets to Shortcut stories
Keeping’s Shortcut integration puts Shortcut in the Gmail sidebar. Link a support ticket to the story that tracks it, or create a new story from the email, and see its workflow state before you reply.
What the Shortcut integration does
Bug reports and feature requests arrive by email, but your product team plans and ships in Shortcut. Keeping turns your shared Gmail inbox into a help desk, and the Shortcut integration connects each of those tickets to the Shortcut story where the work happens.
From any ticket in Gmail you can find a story by its ID or by keyword and link it, or create a new story in the workflow state of your choice. Keeping shows the story’s ID, name and state on the ticket, and adds the conversation to the story’s external links. Support stays in Gmail, product stays in Shortcut, and each side can find the other in one click.
Keep support and development aligned
Link each customer email to the Shortcut story that tracks the fix. Support can see where the story stands, and developers can open the original conversation from the story, so the customer’s words travel with the work.
Find stories without switching tools
Look up a story by its number or search by keyword from the Keeping sidebar, and attach it to the ticket in two clicks. No switching tabs, no copying links between apps.
Turn customer feedback into stories
When a bug report or feature request comes in, create the Shortcut story from the ticket, straight into the workflow state your team starts from. The story is linked to the email the moment you save it.
Give developers the full request
Every linked story gets a link back to the ticket in its external links, so whoever picks it up can read what the customer actually reported instead of a summary.
See it in Gmail
What the integration looks like in the Keeping sidebar and in Shortcut, in screenshots from the product.
Turn an email into a Shortcut story
Open the Shortcut section in the Keeping sidebar, choose Add New, pick the workflow state, give the story a name and a description, and save. Keeping links the new story to the ticket straight away.
- Pick the workflow state the story starts in, such as To Do
- Set the owner, epic and iteration in Shortcut
- The email itself stays in Keeping; the story gets what you write
Link a ticket to a story that already exists
Search by text, or switch the search to Issue ID and enter the story’s number, then click the link icon next to the right result.
- Link more than one story to a ticket
- Link one story to every ticket about the same bug
- Any agent can link and create stories once Shortcut is connected
See the story’s state before you reply
Every linked story shows on the ticket with its ID, its name and its current workflow state, and the ID opens the story in Shortcut. Keeping reads it from Shortcut rather than keeping its own copy.
- The Shortcut section opens by itself on tickets with linked stories
- Answer “is it fixed yet?” emails without asking a developer
- Unlink a story in one click; nothing changes in Shortcut
A link back to the conversation
When you link or create a story, Keeping adds the ticket to the story’s external links, pointing to a read-only view of the conversation.
- Added for stories you link and stories you create
- Email replies, notes and attachments stay in Keeping
- Completing the story in Shortcut doesn’t close the ticket
How to connect Shortcut to Keeping
A Keeping admin connects Shortcut once for the whole team, using a Shortcut API token. After that, every agent sees a Shortcut section in the Keeping sidebar, with nothing else to set up.
- Step 1: Create an API token in Shortcut. In Shortcut, open Settings, then API Tokens, name the token and click Generate Token. Copy it; Shortcut shows it once.
- Step 2: Add Shortcut in Keeping. In the Keeping web app, open Integrations, click Add Integration on the Shortcut card, paste the token and click Connect.
- Step 3: Open a ticket in Gmail. A Shortcut section now appears in the Keeping sidebar on every ticket, for every agent.
- Step 4: Link or create a story. Click Link To Task, then search for an existing story or choose Add New.
Ways teams use Keeping with Shortcut
The integration does one job, connecting a ticket to a story, and it fits any product team that hears from customers by email.
Send bug reports to engineering
A customer reports a bug by email. Create a story with the steps to reproduce, and check its state on the ticket before you tell the customer it’s fixed.
Customer support in GmailGroup duplicate reports under one story
When several customers hit the same problem, link every ticket to the one Shortcut story. Developers see the conversations behind it, and support knows who to update.
Collaborate in GmailHand feature requests to product
Link a customer’s request to the story that tracks it. When it ships, support can find every ticket that asked for it and write back.
Help desk for GmailAnswer status questions from the inbox
When a customer asks for an update, the linked story’s workflow state is already on the ticket. Reply with a real answer instead of a promise to find out.
Simple and streamlined
Shortcut integration FAQ
Which Keeping plans include the Shortcut integration?
Integrations, Shortcut included, are part of the Advanced and HIPAA plans. The Essentials plan doesn’t include integrations. Compare what each plan includes on our pricing page.
Who can connect Shortcut to Keeping?
A Keeping admin connects Shortcut once, for the whole team, with an API token from Shortcut’s settings. Once it is connected, every agent can link and create stories from the sidebar.
What can I set when I create a story?
The workflow state, the story’s name and its description. Set the owner, epic, iteration, labels and story type in Shortcut once the story exists.
Does Keeping comment on the Shortcut story?
No. Keeping adds the ticket’s read-only link to the story’s External Links instead, so the story’s comments stay your team’s own.
Can I link one Shortcut story to several tickets?
Yes. Link the same story to every ticket about the same bug, and link more than one story to a single ticket when an email needs two pieces of work.
Do changes in Shortcut update the ticket?
No. The ticket shows the story’s current name and workflow state whenever you open it, but completing or editing a story in Shortcut doesn’t close, reopen or change the ticket.
What happens when I unlink a story?
Keeping removes the link from the ticket after you confirm. Nothing changes in Shortcut; the story and its external link stay where they are.
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“Our HR department uses Keeping, and it works amazingly well for us to keep organized. It's a simple but robust ticketing system.”
Lisa P. - HR Manager “I like that we can use it right inside our Gmail. I also like that we can assign and prioritize incoming requests.”
Jennifer B. - Human Resource Director “Keeping makes it simple to stay on top of our work orders, and I love that it is integrated with Gmail.”
Lee D. - Technology Coordinator "Tried them all - Keeping is perfect for our startup. Exactly the features we needed, like Gmail integration and collision detection."
Fred D. - COO “Keeping helps our customer service team stay on top of inquiries & recognize when an issue has been handled.”
Jordan P. - Marketing Director “It's a great tool to track and share support emails with other colleagues. I love how Keeping email has its own inbox inside Gmail.”
Natasha H. - Director, IT “Keeping seamlessly integrates with Gmail, so we don't have to work with another tool. It allows everyone to see responses from the team.”
Ravi R. - Chief Product Officer “Seeing our shared mailbox right in GSuite, the automatic setup, and the ability to keep track of issues are my favorite features.”
Matthew D. - IT Manager “At our university, Keeping gives us control over the responses of all our agents, as well as ensuring that all emails are being responded to.”
Marcelo G. - Director, University