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  • 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
  • What is a Keeping Mailbox?
  • Creating a New Mailbox
  • Enter Shared Mailbox Details
  • Activate the mailbox
  • Choosing How to Connect a Mailbox
  • My mailbox is an Gmail account that I can login to
  • My mailbox is a Google Group
  • My mailbox is a Gmail Alias
  • My mailbox is a web form
  • I want to use forwarding to connect my mailbox
  1. Setup

Connecting a mailbox

Connect a shared mailbox to Keeping to have it sync'ed with your team.

PreviousZapierNextSign in with Google

Last updated 1 year ago

What is a Keeping Mailbox?

In Keeping, a mailbox is where your customers already email you. It's typically a shared account and often is named something like support@company.com or help@company.com. In order to use Keeping, you'll need to connect at least one mailbox.

You can connect a mailbox by logging in directly with "Sign in with Google." Alternatively, you can use email forwarding to send your support mail to Keeping.

Creating a New Mailbox

Navigate to the mailbox section of your Keeping settings page, and click Create a New Shared Mailbox.

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.

You may also decide who has access to this shared mailbox.

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

Activate the mailbox

Read on below to decide how to connect Keeping to your new mailbox.

Choosing How to Connect a Mailbox

There are two main ways to connect a shared mailbox to Keeping. Choose "Sign In With Google" if your shared mailbox is a dedicated email address that you can log into. Otherwise, choose Email Forwarding if your shared mailbox is a Google Group, Alias, or some other email account. See below for specific instructions depending on your situation.

My mailbox is an Gmail account that I can login to

Choose "Sign in with Google" if your mailbox is a dedicated Gmail account where the email address is the same as your support mailbox's address.

My mailbox is a Google Group

Keeping is fully compatible with Google Groups. Since Google Groups duplicates some of Keeping's features, most customers convert their Google Group to a Gmail Alias or dedicated Gmail address after using Keeping. But if you choose, you can add Keeping to your Google Group.

My mailbox is a Gmail Alias

If your shared mailbox is a Gmail Alias on another account, you'll need to use a Gmail filter to selectively forward your support mail to Keeping.

My mailbox is a web form

You can add your Keeping email address directly to your web form if you'd like to send support tickets to Keeping.

I want to use forwarding to connect my mailbox

If your support account isn't a Gmail account that you can login to, or if for some reason you don't want to use "Sign in with Google", you can use forwarding to connect your mailbox to Keeping

Sign in with Google
Connect a Google Group
Connect a Gmail Alias
Connect a web form
Forwarding your mailbox
Click Create a New Shared Mailbox to add a new mailbox.
Provide a name and email address for your Mailbox.
Activate your Mailbox
Click Create a New Shared Mailbox to add a new mailbox.
Provide a name and email address for your Mailbox.
Activate your Mailbox