Keeping ‑ Helpdesk for Gmail

Keeping ‑ Helpdesk for Gmail

From $21/month. Free trial available.
Rating (5.0)
Reviews

About this app

Launched

August 19, 2021

Languages

English

Works with

Gsuite, Gmail, Google Workspace

Keeping is the easiest way to share a support inbox without ever leaving Gmail.

Keeping turns your team's Gmail into a fully featured help desk. Manage your customer support email from right inside your Gmail. It’s the ideal solution for eCommerce teams of all sizes to deliver better customer support without having to use an external help desk. When a support request arrives in your shared inbox, Keeping converts it into a support ticket and syncs it with your entire team. Then you can assign, discuss, and prioritize it right inside Gmail.

Keeping turns your team's Gmail into a fully featured help desk. Manage your customer support email from right inside your Gmail. It’s the ideal solution for eCommerce teams of all sizes to deliver better customer support without having to use an external help desk. When a support request arrives in your shared inbox, Keeping converts it into a support ticket and syncs it with your entire team. Then you can assign, discuss, and prioritize it right inside Gmail. more
  • See your customer's order information right inside Gmail.
  • Sync your support account to your personal or work Gmail.
  • Advanced reports measure response time, ticket volume, and agent performance.

Pricing

Plus

$21 / month

or $216/year and save 14%

$7 per each additional agent

  • Unlimited support tickets
  • 3 Support Agents Included
  • 5 Shared Mailboxes
  • 2 Workflows
  • No Branding

14-day free trial

Unlimited

$33 / month

or $324/year and save 18%

$11 per each additional agent

  • Unlimited support tickets
  • 3 Support Agents Included
  • Unlimited Shared Mailboxes
  • Unlimited Workflows
  • No Branding

14-day free trial

Plus

$21 / month

or $216/year and save 14%

$7 per each additional agent

  • Unlimited support tickets
  • 3 Support Agents Included
  • 5 Shared Mailboxes
  • 2 Workflows
  • No Branding

14-day free trial

Unlimited

$33 / month

or $324/year and save 18%

$11 per each additional agent

  • Unlimited support tickets
  • 3 Support Agents Included
  • Unlimited Shared Mailboxes
  • Unlimited Workflows
  • No Branding

14-day free trial

All charges are billed in USD. Recurring and usage-based charges are billed every 30 days. See all pricing options

3 reviews

Overall rating
5
Counts per rating level
  • 100% of ratings are 5 stars
  • 0% of ratings are 4 stars
  • 0% of ratings are 3 stars
  • 0% of ratings are 2 stars
  • 0% of ratings are 1 stars
Edited September 15, 2021

tl;dr - Keeping is exactly what we have been searching for to better handle our customer inquiries via support emails, and in a more professional manner. :)
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As a small company the "Plus" subscription is plenty for our needs, as opposed to the also-affordable "Unlimited" plan. (We also chose the annual payment plan for the 20% off deal they were offering at the time.)
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Everything is done right within our existing Gmail accounts, although Keeping has an option to work within their site. All incoming emails (to the main selected support email account) are automatically converted into a "ticket". Tickets can easily be assigned to different agents, and I can even include notes within it for other agents to view / add to. Replying to the message will respond directly to the customer from the support account, so support reps can stay anonymous (careful with automated signatures - change your settings to easily avoid trouble).
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Tickets can be marked as Open, Pending, or Closed at any point in time. There's also a nice feature to change this status as you send the message (the Keeping logo next to the original send button). And you don't have to worry about missing a reply to a Closed ticket, since it'll automatically be reopened, and assigned to whoever was last assigned to the ticket! (You can assign multiple agents too; I like use this just to easily find / view tickets I'm involved in / need to refer to info from it, even if I'm not the one to respond.)
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The BEST feature of Keeping is the Knowledge Base. We have FAQs stored (the lightning bolt icon next to the send buttons) which we can add to the email, basically like copy and pasting text, and even links and images. The info is editable in the text body too, to further personalize responses.
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This might be the ACTUAL BEST feature: For those customers who create a new email thread for every response instead of simply replying to the existing thread (very annoying, but I'm not sure they even know they're doing it) - each ticket shows info on "related tickets" that you can click between and easily find previous info.
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The new Shopify integration tool is an example of Keeping's continuing progress. When you're viewing a ticket, their Shopify order and customer info is right there, so you don't have to have Shopify open in a separate window 24/7. And if you need to do anything in their actual order or customer profile, each are linked in this section.
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ps - My review includes what I feel is more important to general users, but I've explored most of the ins and outs of Keeping. I recommend doing the same to more quickly understand how it works, and how to use to use it with your processes!
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I also mentioned some additional features I'd like to see in the future, and the Keeping team was great to talk to about it!

Vara Safety
United States
About 2 years using the app
Katsu Ventures replied September 22, 2021

Thanks for this great and very comprehensive review! 😊

September 14, 2021

I LOVE KEEPING AND THEIR STAFF!!! Keeping has truly helped bring some organization to us. So easy to use, beneficial update releases, integrates FLAWLESSLY. Forrest Gump could use it, it's so easy. I give it a A++++++ for sure. Now, let's talk about the Keeping team. The customer service they've provided me from the beginning has been TOP NOTCH! No question is too small, you'll get a response immediately. Will continue to use keeping for the long haul!

SAIKOSPEED
United States
Almost 2 years using the app
Katsu Ventures replied September 22, 2021

Hey, thank you for the review! 😍 We strive to provide amazing support to all our customers, great to hear you are getting it!

September 21, 2021

We love using keeping! It's so easy if you work with multiple people and multiple inboxes. Our workflow has been going so much smoother since using Keeping. Another thing that we really appreciate is the customer service, whenever we have a question, you'll have an answer in no-time! All in all a great company to work with! :)

ZAZAY Europe
Netherlands
7 months using the app
Katsu Ventures replied September 22, 2021

We think our customer service is A+, too (but of course, we're biased! 😉)! Thanks for the wonderful review!

About this app

Launched

August 19, 2021

Languages

English

Works with

Gsuite, Gmail, Google Workspace

Built by Katsu Ventures

About Katsu Ventures

5.0 average rating

3 years building apps for the Shopify App Store

429 Washington Ave, Brooklyn, NY, 11238, US

Support

Send a message

support@keeping.com

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