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HomeFeaturesPricingBlog
  • What is Keeping?
  • Getting Started
    • Quick start for admins
    • Quick start for agents
    • Using Keeping in Gmail
    • Keeping and your customer
    • Keeping for Chrome
    • Keeping for Safari
  • Fundamentals
    • Mobile & web access
    • Converting an email to a ticket
    • Using Templates
    • Changing ticket status
    • Assigning a ticket
    • Editing ticket recipients
    • Moving a ticket
    • Sharing a ticket
    • Using tags
    • Enable an autoreply
    • Creating a new ticket
    • Collision detection
    • Email signatures
    • Private notes
    • Activity log
    • Managing spam
    • Shared drafts
    • Agent Availability
  • Setup
    • Installing the Chrome Extension
    • Installing the Safari Extension
    • Integrations
      • Asana
      • ClickUp
      • HubSpot
      • Jira
      • Linear
      • Shortcut
      • Shopify
      • Zapier
    • Connecting a mailbox
      • Sign in with Google
      • Connect a Google Group
      • Connect a Gmail Alias
      • Forwarding your mailbox
      • Custom domains
      • Connect a web form
      • Disconnecting a mailbox
    • Inviting users
    • Admin & agent roles
    • Manually updating the Extension
  • Workflows
    • What are Workflows?
    • Creating Workflows
    • Workflow conditions
    • Workflow actions
    • Round Robin assignment
  • Service Level Agreements
    • What are SLAs?
    • Creating an SLA
    • SLA conditions
    • SLA actions
  • Satisfaction Ratings (CSAT)
    • What are CSAT Ratings?
    • Enabling Satisfaction Ratings
    • Customizing the CSAT widget
    • CSAT Reports
  • Reporting & Analytics
    • What are Reports?
    • Classic Reports
      • Setting work schedules
      • First response time
    • Advanced Reports
      • Team performance
      • Agent performance
      • Ticket statistics
      • Message statistics
      • Export to CSV
  • Preferences
    • Reversing conversation order
    • Pushing tickets into inbox
    • Hiding the Keeping toolbar
    • Close & Next
    • Personal Inbox Signature
    • Notifications
      • Desktop Notifications
      • Browser permissions
      • Inside Gmail
    • Set your business hours
  • Account & Plans
    • Adding and removing paid seats
    • Changing billing plans
    • Changing organization name
    • Updating your billing information
    • Pausing your subscription
    • Cancelling your subscription
  • Troubleshooting & FAQs
    • Toolbar Not Refreshing
  • Security and Privacy
    • Security & Privacy Practices
    • Google Permissions
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On this page
  • A Quick Overview
  • How Keeping Works
  • Guides: Jump right in
  • Fundamentals: Dive a little deeper

What is Keeping?

Learn how Keeping works and how you can use it to assign, track, and prioritize customer support email right inside your Gmail inbox.

NextQuick start for admins

Last updated 12 months ago

Keeping is a customer support tool that works on top of Gmail. After you install Keeping's or , you can assign, track, and prioritize customer support email right inside your Gmail inbox.

Keeping is built for teams that do more than just customer support. It comes with everything you need to get a handle on your shared inbox without all the clutter and confusion of a tool like Zendesk.

Our mission is to make customer support fast and simple, right inside Gmail. Because who wants another inbox to manage?

A Quick Overview

Got 3 minutes? Check out a video overview of Keeping.

Good to know: Keeping requires that you have a Google Workspace, Gmail, or GSuite account and our Gmail integration works exclusively with Safari or Chrome browsers.

How Keeping Works

When you connect a shared mailbox to Keeping, every message sent by your customers is sync'ed to the work or personal Gmail of your team members. And when a team member replies, that message is sent via your shared inbox back to your customer and it is also sync'ed with the entire team. This keeps everyone in the loop without messy cc:s or forwarding around email.

Of course, every Keeping ticket can be assigned, prioritized, or discussed right inside Gmail. All of Keeping's features are meant to be powerful & simple so you can stay on top of your shared mailbox.

Guides: Jump right in

Follow our handy guides to get started on the basics as quickly as possible:

Fundamentals: Dive a little deeper

Learn the fundamentals of Keeping to get a deeper understanding of our main features:

Good to know: Splitting your product into fundamental concepts, objects, or areas can be a great way to let readers deep dive into the concepts that matter most to them. Combine guides with this approach to 'fundamentals' and you're well on your way to great documentation!

Quick start for admins
Quick start for agents
Using Keeping in Gmail
Mobile & web access
Assigning a ticket
Using Templates
Changing ticket status
Chrome Extension
Safari Extension