5 Tips for an Email Ticketing System in Gmail

Content Writer
December 14, 2023

Gmail has evolved beyond just being an email platform for B2B communications. It’s now a widely used customer service solution. However, Gmail’s native capabilities don’t cut it since the system wasn’t created for email ticketing. But that doesn't mean you can't still use it that way.

With a few tricks and tools, you can turn your Gmail into an efficient email ticketing system. Not sure how? You’ve come to the right place.

Armed with these tips, you'll be well on your way to optimizing your B2B support strategy using Gmail. And with that, let’s get started.

What is a Gmail ticketing system?

In a nutshell, a Gmail ticketing system is a customer support tool that integrates with Gmail, allowing businesses to manage, track, and respond to customer inquiries directly from their email. This system converts incoming emails into tickets, which can then be assigned, prioritized, and tracked by support teams, ensuring efficient and organized customer service.

A robust help desk system within Gmail should have the following features:

  • Email-to-ticket conversion: Converts customer emails into support tickets for easier tracking and management.
  • Centralized management: Offers a unified dashboard for managing all customer interactions.
  • Ticket tracking: Enables monitoring and status updates for each ticket, ensuring timely responses.
  • Assignment and collaboration: Facilitates ticket assignment to specific team members and supports collaborative problem-solving.

Automated responses: Features automated replies for common inquiries to enhance response efficiency.

Why having a ticketing system within Gmail is important

B2B companies are steadily shifting away from email-based support. This change is largely driven by the need for quicker and more effective communication. Tools like live chat provide immediate responses, which is a game-changer for businesses looking to solve problems swiftly.

Moreover, the rise of AI and automation in customer service platforms has changed how inquiries are handled and analyzed. These technologies offer capabilities that just aren't possible with old-school email systems, making them an increasingly attractive option for businesses.

But, let's not write off email just yet. It's still in the game. A recent study found that 62% of brands are still email fans when it comes to talking with clients. So, ditching email completely? Not the best move right now.

After all, emails are great for detailed and documented communication while also ensuring inclusivity for those not comfortable with newer technologies. Besides, maintaining email support demonstrates a customer-centric approach, fostering stronger relationships and enhancing customer satisfaction.

Balancing the new with the old means you're covering all bases, ensuring your customer service is both comprehensive and inclusive.

So, how can you make the most of your email ticketing system in Gmail? Here are our 5 tips.

5 actionable tips for using Gmail as a ticketing system for B2B customer support

1. Create a dedicated support account email

Establish a separate email account exclusively for customer support. This helps in segregating support tickets from regular business emails, leading to better organization and management.

For instance, use an address like This not only makes it easier for clients to remember where to send their queries but also allows you to set up specific filters and automations on this account to streamline the ticketing process.

2. Label and categorize emails

In a B2B setting, it's important to categorize tickets based on client importance, project phase, or service type. Create labels like "High-Value Clients," "Implementation Phase," or "Renewal Queries." This ensures the prioritization of emails according to business needs and client tiers.

3. Automate responses for common queries

Use canned responses for frequently asked questions typical in your industry. For example, if you sell software, consider setting up automated responses for common queries about software updates, licensing issues, or integration questions. This helps in providing quick, consistent replies, ultimately enhancing client satisfaction.

4. Link with your CRM tool

Another tip that also reduces the need for constant platform switching involves effectively utilizing integrations, particularly with your Customer Relationship Management (CRM) software.

Integrating your Gmail ticketing system with a CRM tool can help in tracking client interactions and histories, providing a more personalized service. For instance, integrating with a CRM like Salesforce can help you keep track of client histories, contract renewal dates, and ongoing project details.

5. Integrate with a third-party customer support tool

In B2B support, going beyond Gmail's basic features can make a big difference. You can do this by integrating third-party tools like Zendesk or Freshdesk, or even considering Thena, which connects Slack to your ticketing system for better teamwork.

When picking a support tool, make sure it seamlessly works with Gmail. The integration should turn support emails into trackable tickets automatically. Advanced options like Zendesk and Freshdesk offer in-depth analytics and multi-channel support, ideal for a sophisticated B2B setting.

Thena adds an extra layer to this setup. It links your ticketing system with Slack, allowing real-time team communication. This is handy for resolving complex issues where teamwork matters. It simplifies communication and ensures no ticket gets forgotten—all thanks to Thena’s conversational ticketing.

On top of that, Thena offers a variety of other nifty features. It allows you to monitor key customer service metrics, escalate issues efficiently, and streamline your workflows. This not only saves your agents time but also helps your business save money.

Wrapping up

Throughout this article, we've explored various tips and tricks to effectively utilize Gmail as a B2B email ticketing system. From setting up and organizing your system to integrating it with powerful third-party tools like Zendesk, Freshdesk, and Thena, use these tips to elevate your email-based B2B support capabilities.

Your next step is finding a solution that works for your organization. Whether it’s relying on one tool or using a mix of two, start by assessing your unique needs and current support processes.

If you’re using on email-based ticketing systems but your team is communicating on Slack, you might want to consider Thena—the ultimate B2B ticketing solution that lives in Slack. Book a free demo to see what Thena can do for you!

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