Help
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
Powered by GitBook
On this page
  • The Basics
  • Connect Your First Mailbox
  • Go to Your Mailbox Settings
  • Create a New Shared Mailbox
  • Enter Shared Mailbox Details
  • Connect Your Mailbox
  • When to Use "Sign In With Google"
  • When to Use Email Forwarding
  1. Getting Started

Quick start for admins

Learn how to get a shared mailbox connected on Keeping.

PreviousWhat is Keeping?NextQuick start for agents

Last updated 1 year ago

The Basics

Once connected, Keeping syncs all new emails arriving at your shared Gmail inbox with your teams' individual Gmail accounts. When your customer emails you at your shared email address, Keeping turns that email into a trackable ticket and then forwards a copy to each agent.

In Keeping, a mailbox is an email address where your customers already contact you. It might be something like help@company.com or info@company.com. An agent is a team member who may be called on to respond to your customers.

In this guide, we'll set up your first mailbox.

Connect Your First Mailbox

Go to Your Mailbox Settings

In your , click on Mailboxes in the left navigation.

Create a New Shared Mailbox

Click on the Create a New Shared Mailbox button.

Enter Shared Mailbox Details

Enter the name and email address for this shared mailbox. Your shared mailbox should be an existing email address. It may be a Google Group, Google Workspace account, or other email address.

Remember that the Mailbox Name will be shown to your customers when they receive a reply via Keeping.

When you reply to your customers with Keeping, it will always originate from the shared email address and name you provide here. This is usually the email address where you already receive emails from your customers. It might start with something like help@ or support@.

Connect Your Mailbox

Choose how to connect your shared mailbox. If your shared mailbox is a Google Workspace or Gmail account, choose Sign in with Google. Otherwise, you may use forwarding to connect your shared mailbox to Keeping.

There are two ways to connect a shared mailbox to Keeping. See below for more information on which option to choose.

When to Use "Sign In With Google"

If your shared mailbox has a dedicated Gmail or Google Workspace email address that you can log into, choose "Sign in with Google" to give Keeping direct access to your mailbox. Use email forwarding (below) if your shared mailbox is a Google Group or Gmail Alias.

When to Use Email Forwarding

If your shared mailbox is a Google Group or Gmail Alias, then you'll need to use Gmail's Email Forwarding feature to connect it to Keeping. You can also use this option for any email account if you are unable to successfully use "Sign in with Google."

See our guides below on how to connect depending on if you are connecting a Google Group, Gmail Alias, or regular mailbox.

Good to know: Keeping is SOC 2 Type II certified. Security and safety are at the core of everything we do. We publish so that you can see how we protect your data.

If you successfully authenticate your mailbox with Keeping, you're all done here! Skip ahead to the guide for agents to get a basic understanding of how to use Keeping.

🎉
our security policies and procedures
Quick start for agents
Connect a Google Group
Connect a Gmail Alias
Forwarding your mailbox
Keeping Settings
Go to your mailbox settings in Keeping
Click on Create a New Shared Mailbox
Enter Mailbox Details
Choose how to connect your mailbox to Keeping
Homepage of Keeping Settings
Create New Shared Mailbox Screenshot
Enter Mailbox Details Screenshot
Keeping Mailbox Settings - Choose How to Connect to Keeping