Used For

• +**Emails disappearing into the void with no tracking** → Every message gets assigned, tagged, and tracked until it's actually resolved
• +**Two people accidentally replying to the same customer** → Collision alerts prevent duplicate responses and confused customers
• +**Spending 10 minutes crafting each support reply** → AI drafts responses based on your knowledge base, cutting reply time to 2 minutes
• +**Manual email routing eating up your day** → Auto-assigns emails based on keywords, priority, or round-robin
• +Builds workflows from plain English descriptions - no coding or complex setup needed

Best For

• >Your support@company.com inbox is pure chaos and emails are falling through the cracks
• >You're on Google Workspace and don't want to pay Zendesk prices for basic ticketing
• >Small support team drowning in email volume during busy seasons

Not For

• -Teams under 3 people — you're paying for unused seats and features you don't need
• -Anyone not using Gmail/Google Workspace — it's built specifically for Gmail, no native Outlook support
• -Enterprises needing heavy customization — this is simple by design, not infinitely flexible

Pairs With

• *Slack (where your team gets pinged about urgent support tickets and high-priority escalations)
• *Salesforce (to sync customer data so support agents know who they're talking to)
• *Zapier (to automatically create tasks in other tools when certain ticket types come in)
• *Jira (where technical support tickets get escalated to your dev team)
• *Aircall (to handle phone support alongside email in one unified inbox)

The Catch

• !You're locked into Google's ecosystem - if you ever want to switch from Gmail, you're starting over
• !The AI is only as good as your knowledge base - garbage in, garbage out
• !Pricing adds up fast as you grow - $59/user/month for Pro features means $1,770/month for a 30-person team

Bottom Line

Finally, a way to handle shared Gmail inboxes without the usual mess of forwarding, CC chains, and accidentally replying twice to the same angry customer.