the email – ticket cycle
Imagine a helpdesk ticket. how does it look To us, it looks like an email turned into a ticket. after the customer support team finds a solution for this card, it becomes an email. so the current process is: receive an email & gt; transform it into a help desk card > find a solution & gt; send a response back as an email.
the question is: why do we have to transform an email into a card in other software and then go back to email to provide customer support? when you think about it, it becomes easier to understand that if you integrate and manage each step in the same tool, the work will be more productive.
So what happens if you activate your email with a team inbox feature? With team inboxes and the right features, your team can collaborate in real time, in the same space. all you need is a shared helpdesk inbox that works within the place where they spend most of their time: gmail.
what gmail fundamentally needs to be a helpdesk
email is a universal tool and is probably the core of your work. we spend a lot of our time using it. however, sometimes we don’t realize how we can better manage our email and how your inbox can be much more useful for your business.
Various companies provide helpdesk support function. most are software specific, requiring you to log in each time you use it and new information to process. the result? having to search for support several times a day because the system is not as intuitive as it could be.
Wouldn’t it be better to embed your helpdesk system directly into your gmail , mixed with other features? like this:
having a specific set of features available in your gmail will make your productivity flow better. imagine these features inside your inbox:
- delegation and task management, end-to-end, in real time;
- the visual aspect of the entire process and segmentation of tickets by stage;
- shared view and collaboration for teams;
- easy access tovital user information, such as company name or phone number;
- tracking kpis, such as response time or service rating.
- automation of the process, facilitating the response to customers;
Now your team won’t have to take extra steps when working with helpdesk because they’re typically collaborative systems, so how can we work together with an integrated email helpdesk?
turn gmail into a shared helpdesk inbox with drag
drag shared boards are easy to understand. Note that your emails are now cards on a kanban board. means you can drag and drop them as your support progresses.
Not only that, but also pipeline customization, customer status tracking, and team inbox collaboration. just to mention a few things you can do directly from gmail:
- ticket delegation
- customer information
- visual status tracking (kanban boards, color coding, shared labels)
- internal chat and @mentions
- shared email templates
- shared drafts
- automations
- reporting and analytics
These features work perfectly well together and will leave you with a more dynamic inbox, visually appealing and easy to understand.
Forget extra tabs, extra apps, extra passwords, extra headache . everything works inside your inbox. plain and simple like that.
how to set up your shared helpdesk inbox
You can turn gmail into a shared helpdesk inbox with just a few clicks and drags. First, make sure you have our drag chrome extension installed. then follow the steps below.
- Create a new shared inbox and link it to the email address associated with your helpdesk (eg support@company.com).
- invite your customer support team to the dashboard.
- customize the dashboard for your workflow work (for example, rename columns, create labels, configure email replies so that responses automatically come from the support@).
- Automate your work by creating email templates , automated email sequences and automations.
You can learn more about how to use the drag like helpdesk in gmail here.
summarizing
drag is simple, and its interface fits perfectly with gmail, and we want you to have the best experience, so you can also provide excellent services. Intuitive tools can jump-start your teams’ work quickly. even better, we can keep it all in your existing email.
Curious to see how a shared helpdesk inbox in gmail works in practice? Read how Powered Commerce is building a platform of 100+ brands, using Drag for seamless and consistent customer support. they handle more than 100 monthly conversations with customers in multiple languages and have achieved 100% faster integration of their newly acquired brands’ customer service systems with drag.
