Find your fit
Who it is for
A small team handling support@ or info@ in Google Workspace can use Keeping to make ownership explicit. It is especially relevant when several people answer the same mailbox and need to see who is responding, which messages are still open and what teammates have already discussed.
The product is built around Gmail. Buyers using another primary mail platform should verify fit before committing, and Gmail teams should test the extension with their actual account and browser setup.
The work it supports
Core capabilities
A customer email enters the shared mailbox as a trackable ticket. An agent can assign it, prioritize it and work on it from a dedicated support section of Gmail. A useful pilot is to send a few representative messages and check that ownership and replies remain clear to every agent.
Private notes and mentions keep internal discussion with the ticket rather than in a separate forwarding chain. Collision detection helps agents notice when someone else is already working on the request. Shared templates help the team give a consistent answer to questions that recur.
Conditional workflows can route tickets, change priority or tags and update status based on inbound content. Round robin can spread incoming work across agents, while service level rules can track response and resolution targets. Both round robin and SLAs are listed in Advanced, so check the plan before designing around them.
Reports show volume and response measures for managers reviewing the support queue. Essentials includes standard reporting; Advanced adds deeper reports and CSV export. Test the reports with sample tickets if a particular operational metric matters.
The pricing table includes mobile and web portal access, useful when an agent is away from desktop Gmail. Keeping also offers a Zapier event integration that can send ticket activity to another tool; its current documentation describes one-way triggers, so it should not be assumed to update a ticket from Zapier.
Understand the offer
Pricing and getting started
Keeping advertises a 14-day trial and a two-user minimum. Essentials covers two shared mailboxes and two workflows alongside ticket collaboration and standard reporting. Count both agents and support addresses before deciding whether this tier is sufficient.
Advanced removes the shared-mailbox and workflow limits listed for Essentials and adds round robin, SLAs, integrations, shared drafts and CSV report export. The displayed Essentials rates are $19 per user monthly or $14 with annual billing; Advanced displays $29 or $24 respectively. These are per-user displays, so confirm billing term, tax and at least two seats for the total cost.
A separate HIPAA tier is offered for organizations seeking a signed BAA. Any healthcare use needs a vendor contract and the buyer's own security review; the plan label alone does not establish suitability.
Look a little closer
Before you choose
Before rollout, connect a sample shared mailbox, let two agents assign and reply to test tickets, and check notes and collision warnings from both accounts. Verify the Gmail extension and any mobile portal access in the browsers the team actually uses.
List the number of mailboxes, desired automation rules, reporting needs and integrations. Those items drive the Essentials versus Advanced choice more than the headline seat rate; verify any Zapier workflow with a harmless test event and confirm whether the one-way connection meets the need.
8 distinct sources behind this profile. Research observed Oct 20, 2026. Features and offers can change.
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