Question 1

Shared Inbox or Google Group: which one is right for me?What are Shared Inboxes and Google Groups?What is the difference between using Drag with Shared Inboxes and Google Groups?Which one is

Accepted Answer

Articles on: 🚀 Getting Started

Lots of teams come across this debate when it comes to managing team emails - Should we use Shared Inboxes or Google Groups?

The goal of this article is to support these teams in their decision on what set up to go for.

Both Shared Inboxes and Google Groups can be integrated into Drag boards.

They seem to be the same at a first glance, starting with info@, support@, etc. The biggest difference is the way they handle incoming emails.

Shared Inboxes are real inboxes (that you login with a password), and are set up as "users" in your Google Workspace account.
Google Groups work like email distribution lists. When an email is sent to a Google Group, a copy of that email is sent individually to all users inside that particular Group. Google Groups do not count as users in your Google Workspace account.

There are a few differences between using Shared Inbox or Google Groups on Drag boards.

Profile Picture

With a Shared Inbox, you can assign a profile picture to your team inbox, for example your company logo, giving a more professional look to your emails.
Google Groups do not support profile pictures. You have the options to either reply to emails from your own individual account (with your own profile picture) or send emails from th

Question 2

How to uninstall Drag

Accepted Answer

Articles on: 🏦 Admin & Billing

If for some reason, you want to uninstall our Chrome Extension, follow the steps below:

Type chrome://extensions/ on your browser to open your Chrome Extension's menu and click on Remove Drag.

The step #1 only uninstalls the extension from your computer. To revoke the permissions in your account granted to Drag (recommended), follow all of the steps in this article.

In your Gmail menu, select Account, then go to Security

Go to your Gmail account, find the section Third-party apps with account access and click on Manage third-party access. Then click on Drag and Remove access.

if you have any questions, don't hesitate to contact our support team at support@dragapp.com.

Updated on: 03/08/2021

Question 3

Using Drag as a HelpdeskHow to set up Drag as a HelpdeskHow to operate Drag as a HelpdeskPro tips

Accepted Answer

Articles on: 📖 Use Cases Tutorials

Customer support teams often use different platforms to manage incoming tickets. With Drag, you can handle these tickets (or emails) directly from Gmail. No more converting emails into tickets or tickets into Emails. This guide explains you how to turn Gmail into your new collaborative ticketing system with Drag.

Contents:

How to set up Drag as a Helpdesk

Create boards to manage incoming customer inquiries.
Categorize and organize inquiries.
Define where your replies will come from.
Define where email replies will load on Drag boards.
Turn the most used responses into shared templates.
Create automations to save you time.

How to operate Drag as a Helpdesk

Control when and by whom things are getting done.
Give context to all tickets with Drag tabs and internal chat.
Get help on replies with shared drafts.
[

Question 4

What is the difference between an Empty board, Shared Inbox and Google Groups board?Can I change a board type?

Accepted Answer

Articles on: 🚀 Getting Started

When you are creating a new board you have the option to either start with an empty board or add incoming emails from a Shared inbox or Google Group.

If you choose to add incoming emails, the emails sent to that Shared Inbox or Google Group will load in real time into the board. If you choose not to add incoming emails, your board will start empty and you can customize it according to your workflows.

Regardless of the type of board, you can always share it team members. Here's how.

Empty board

Choose this option if you want the board to start empty, like a blank canvas. You can then populate it the way you want. Create new cards. Drag cards into it or even create automations to move cards into it automatically. Drag boards were designed to be a flexible workspace for you and your team.

Shared inbox board

Choose this option if you want emails from a shared account (e.g. support@) to load automatically into the board. In this case, you need to have a login and password for the shared

Question 5

How to add a Shared Inbox board

Accepted Answer

Articles on: 🤝 Collaboration

You can either create a new Shared Inbox board from scratch or "Add Incoming Emails" from a Shared Inbox into an existing board (so that all emails sent to that Shared Inbox load on that board in real time).

Note this article is only for teams that want to share a real email address with login and password. If you are using a Google Group, check this article instead.

Option 1: Creating a new Shared Inbox board from scratch

On you Gmail sidebar menu, find "Drag Boards" and click on the '+' icon next to it

Select the workflow that you want to use this Shared Inbox for.

Select the Shared Inbox option and type the email address of the Shared Inbox, then click on "Next".

Invite team members that you want to share this board with by typing their email addresses and hitting enter. You can input multiple email addresses at once by using comas between them. If you don't want to share the board with anyone e

Question 6

How to reply to emails from a shared email address such as support@?From an Empty or Shared Inbox BoardFrom a Google Groups BoardHow to setup a default email sender?How do signatures work wh

Accepted Answer

Articles on: 🤝 Collaboration

Every time you use a shared board, team members in that board can reply to emails on behalf of each other or on behalf of a shared email address such as support@.

Click below to learn how to use this feature:

From an Empty or Shared Inbox Board.
From a Google Groups Board.
How to setup a default email sender.

In order to do that in empty or shared inbox boards, each email account in the board (including team members and / or a Shared Inbox) needs to grant permissions for others on the board to reply on their behalf.

If you do not want to allow other team members to reply as yourself, you can simply not give them the permission to do so.

To grant permissions for others to reply on your behalf (or to grant permission to a team to reply as a shared inbox email address):

Click on the menu button on the top right.

Go to Boards > Board settings.
Under Reply Permissions, turn the toggle button on to grant permission for others to reply on your behalf.
Log in to the Shared Inbox Gmail account and follow the same steps to allow yo

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