Keeping Pros and Cons

What I love about keeping is:

- The ability to view the keeping tickets in Gmail, but separately from the inbox

- Priority Levels for tickets

- Able to assign tickets to one or more agents

- Very easy implementation and integration since we were able to keep the same email address, but now it goes to Keeping instead of going into the whole team's inbox

- The customer support team uses keeping every day as part of their daily tasks

- It allows the team to be more efficient, tickets in keeping only need to be handled by 1 agent and that is possible in keeping. In the email group, every single member of the group has to open every ticket.

- I like that you can see if another agent is currently looking at a ticket so it avoids working on the same ticket at the same time

- Reporting available to export for custom date range Review collected by and hosted on G2.com.

Things that are missing:

- Not able to set a follow-up date (due date) after the initial action on the ticket. We set it as Pending, but it would be great to be able to put a due date on the pending tickets. They could automatically reopen on that due date and show in the agents opened assigned tickets

- It's annoying trying to forward a keeping ticket to a regular gmail or trying to convert a ticket into a regular email, it often stays as a ticket Review collected by and hosted on G2.com.

We are Team of 8 , working in Hospitality industry. Before we purchased keeping we had very serious issue with email delegation and it was taking to much time. Review collected by and hosted on G2.com.

it would be great to have compatibility to GMAIL App Review collected by and hosted on G2.com.

I like how easy it is to use Keeping straight from my Gmail inbox. In our company, many of us manage one group email inbox inside G-Suite. For a year we did this without Keeping and several emails got missed, and it was hard to know who responded, when they responded and which required follow up. Keeping makes it really simple to keep track of this. We totally rely on this tool daily now, very grateful for it. Their customer support is also really great. I emailed them a simple question and they responded quickly and thoroughly. It as also very easy to download the app and add the plugin to my Chrome bar. Their library of tutorials and resources is also very robust in teaching people and teams to use the tool. Review collected by and hosted on G2.com.

The only thing I don't like is on the App, it signs me out every couple of weeks so I have to keep signing in again. Adding Face ID would be good to avoid this. Review collected by and hosted on G2.com.

I really enjoy the simplicity of Keeping as well as the responsiveness of the Keeping team. Finding a solution to product support that lives in our Gmail was a life saver for us. Review collected by and hosted on G2.com.

This isn't necessarily something I dislike about Keeping, but an opportunity I think they have is to really enhance their reporting to be a bit more robust. I think that would appeal to a lot of people and be a great way to increase business. Also having user-level access would be great so that clients can see reporting but not necessarily have access to all the tickets or mailboxes associated with other clients. I really like that Keeping will hear these requests I just wish there was a way to get some of them prioritized (: Review collected by and hosted on G2.com.

I like how it integrates with Gmail, so I don't need to open a new tab or learn a new tool. It has useful features like labels, templates, and automation. It was also very easy to get started. Review collected by and hosted on G2.com.

On the lowest paid tier, there are only 2 automations allowed, this seems too low for a paid product.

I haven't figured out how to search for tickets with a certain label, especially once they are closed. Review collected by and hosted on G2.com.

We use this daily for customer support and have been enjoying it since day one. Keeping is very simple to set up and use, and it seamlessly integrates with Gmail and Shopify. I love the ticketing system and the ability to chat within the ticket and seamlessly see and click on the Shopify customer data. I also enjoy the use of template and workflows. Review collected by and hosted on G2.com.

The biggest downside to Keeping is that it's very difficult to use on mobile. I wish there was some sort of app for it instead of having to remember a web address and log in on a browser. // On the desktop version, I also wish that chats within the ticket were editable, but that's not a huge deal. Review collected by and hosted on G2.com.

It's very helpful with keeping communincation transparent and accessible with the whole team Review collected by and hosted on G2.com.

I wish there's a better way to search tickets or have more inboxes for certain tags so we can allocate emails to certain folders Review collected by and hosted on G2.com.

I like the fact that it makes our team's life way easier, we can all just jump in our imbox and assign support tickets, so we are all on the same page. It's great and easy to use, it has many feautres! Review collected by and hosted on G2.com.

The notifications part is a little tricky, you can only have alerts once your received an email or you can also set it up to receive alerts with every email and reply, but I don't like receiving alerts of my own emails, jut the client when he answers back. Review collected by and hosted on G2.com.

I've been using Keeping's collaboration feature for email support, and it has truly transformed the way our team manages customer inquiries. Having it integrated into our Gmail accounts has made our support workflow more efficient than ever before. Considering the affordable price, Keeping offers an impressive array of features that have significantly improved our customer support operations. If you're looking for a solution to streamline your support emails and enhance collaboration among your team members, I highly recommend giving Keeping a try. It's been a game-changer for us, and I'm confident it can do the same for your business. Review collected by and hosted on G2.com.

Although Keeping offers reasonable pricing, it can maybe become less cost-effective as your team and customer support volume grow. Review collected by and hosted on G2.com.

Keeping has been a great addition to our organization allowing us the ability to assign tickets to our Customer Experience agents with ease and give visibility to the entire department of who is working on what. Review collected by and hosted on G2.com.

The only feature missing from this that I wish was available would be carosel assignments so that we could take away the manual ticket assignment. Review collected by and hosted on G2.com.