A Simple Ticketing System - Turn Your Gmail into a Help Desk
Does your support team use a shared Gmail inbox for customer support? Gmail isn’t designed with the features you need to effectively manage customer support requests. But this doesn’t mean you need to download an external Gmail support ticket system app to get the help you need.
You already have what you need for seamless customer support. Keeping gives you the power to add help desk features to any Gmail account. Here’s how to collaborate on customer support, right inside Gmail.
No Credit Card Required
Simple Ticketing System for Customer Support Requests
We decided to develop Keeping out of frustration with existing help desks that were far too complex for most businesses. We invented a different approach to managing customer support that works directly inside of Gmail.
Adding customer support to your operation no longer means adding extra work. Keeping is a simple help desk software that manages your support workflow from your Gmail inbox. No external app required.
What is the Best Ticketing System?
The best ticketing system is the one that your team will actually use. You can have all the features in the world, but does your support team like using it? One thing we know for sure, Keeping is much simpler to use than something like Zendesk or Freshdesk.
We're biased, of course, but we think Keeping is the best help desk for most small teams. Do you need an api, service level agreement (sla), or complex asset management? Make sure you choose the help desk that meets your small business needs.
Watch How Keeping Works
Everything You Need for Customer Support Ticket Management
Some help desk tools are built with dozens of unnecessary features that overcomplicate things. Keeping, on the other hand, is designed with all of the features you need for customer support ticket management, and none of the features you don’t.
Multiple Inboxes
Do you share multiple inboxes with other members of your team? No problem! Add as many shared inboxes as you like - respond from your personal inbox without having to manage multiple logins.
Ticket Assignment
Managing customer support requests on your own is challenging. Share the workload by using Keeping to assign requests to individual team members. Keeping can convert every email in your Gmail inbox into an assignable help desk ticket so you can quickly and easily delegate tasks to other members of your team.
Ticket Statuses
Keep track of the status of every support email in your Gmail inbox by marking them as Open, Closed, or Pending. This ensures nothing falls through the cracks and prevents resolved issues from clogging up your inbox.
Collision Detection
Don’t waste your time responding to a customer support request that has already been resolved. Keeping is designed with a collision detection feature that will tell you if someone has already resolved or is actively resolving a customer support request. This way, you won’t waste your time duplicating their efforts.
Automation
Managing customer support requests involves a number of manual, repetitive tasks. Keeping allows you to save your team time by automating these time-consuming tasks. You can use “if/then” logic to automate task assignment, route tickets, task prioritization, and the removal of spam and promotional emails from your shared inbox.
Reporting
See how well your support agents are managing your customer support requests by pulling custom reports in Keeping. You will have access to important metrics such as the volume of incoming customer support requests and the first response time. Measure your team's performance to make sure your team is exceeding your company’s customer service standards.
Shared Notes
Your team needs to be able to communicate in real-time and collaborate in order to successfully resolve customer support requests. That’s why Keeping is designed with a feature that allows your team to easily share notes with one another. Use these notes to communicate what needs to be done, follow up on a task, or provide background information on a specific customer support request.
Shared Templates & Knowledge Base
Is your team manually typing out responses to the same questions over and over again? Save them time by using Keeping's self-service Knowledge Base to create response templates and faqs that can be inserted into emails with one click. This is a great way to minimize the time your team spends responding to frequently asked questions.
Integrations
Use Keeping's integrations to connect your help desk ticketing system to your crm, chat software, or project management tool (like Jira). And use our Shopify widget if you want to see your customer's order right inside Gmail! Use Zapier for a fully customizable integration.
Notifications
Keeping will notify you on your desktop when you have a new ticket. You can also use Keeping's integrations to connect it to your chat application (like Slack or Microsoft Teams) to be notified there.
Why Keeping is the Best Email Ticketing Software for Gmail
There’s a reason why Keeping is the best email ticketing system for Gmail. More than one reason, in fact.
Unlike traditional help desks, Keeping is invisible to your customers. They won’t know you’re using our tool to manage your customer issues. When someone on your team responds to a customer request, all the customer will see is a friendly email. They won’t see confusing help desk jargon like “case IDs” or “reply above this line.” The response will come from your support email address, so your team’s work email addresses will remain private. Your customer's experience should feel personal.
Your team won’t need to learn how to use a new tool in order to use Keeping to manage customer support requests. Keeping works directly inside Gmail, which is where your team spends a good chunk of their day anyways. They already know how to use Gmail, so they already know how to use Keeping, too. You won’t need to log into another program to manage your shared inbox. Because Keeping brings help desk functionality to Gmail, customers get responses faster, and you have one less inbox to keep up with.
Some traditional help desks "hold you hostage" by not letting you have access to past emails if you stop using their service. But we understand that your customer data belongs to YOU. If you sign up with Keeping, all of your emails will always remain in your email accounts even if you decide to stop using our services.
Keeping: The Best Help Desk Ticketing Software for Small Business
Everything you need to handle support requests from inside Gmail.
Over 1.6 million support emails are delivered via Keeping every month.
SOC 2 Type II Certified so you know your data is safe.
Organization
$17
per user per month billed annually
Advanced reporting, multiple mailboxes, and more.
Frequently asked questions
When you sign up for Keeping, you route your support email through Keeping's secure servers. Keeping will then sync a copy of your support emails to your teams' work accounts. When you reply, the message will come from your support email address.
Yes, many of our customers are transitioning from a Google Group or shared inbox to manage IT support requests.
Keeping is built with security and privacy as a top priority and is SOC 2 Type II certified. We are hosted directly on Google's servers, and all data is encrypted both in transit and at rest. No one can read your emails unless you give them explicit permission to do so.
While Keeping doesn't integrate with the Gmail App on your mobile phone, you have full access to your Keeping inbox via our mobile friendly website. We think this works better than a dedicated mobile app. Keeping works perfectly on both iOS and Android.
In short, no. We have a full guide if you'd like to see how to use Google as a ticketing tool. You can get by using Google Forms and Google Spreadsheets, but you'll want to use a tool like Keeping to turn your shared Gmail inbox into a help desk.
Yes! Add as many inboxes as you like and Keeping will sync each one to your personal or work email account. No more juggling Chrome tabs!
Keeping strives to maintain a personal connecting with your customers. As such, we'll never spam them with "How did we do" emails after your support conversation is over.
See for yourself how Keeping can help…
Keeping is the best Gmail ticketing system for teams that do more than provide customer support. Don’t take our word for it — start your free trial today. No credit card is required.
