Customer Support
Gmail (Google Workspace)
From $7
Very small teams already on Google Workspace that only need a few people to share one or two addresses and can live without internal comments, rules or reporting.
Quick overview
- Pricing
- Included with Google Workspace (from $7/user/month)
- Plans
- Gmail's built-in shared inbox option is Collaborative Inbox in Google Groups, which comes with Google Workspace at no extra cost (an admin must turn on Groups for Business). Google Workspace per user/month with a 1-year commitment: Business Starter $7, Business Standard $14, Business Plus $22; Enterprise is quote-based. 14-day free trial. Google often runs introductory discounts for new customers.
- G2 rating
- Not yet verified
- Comparisons
- Featured in 1 comparison
Key features
- Collaborative Inbox in Google Groups for shared addresses such as support@
- Assign conversations, take a conversation, or mark it resolved, duplicate or no action needed
- Labels to organize conversations by status or topic
- Group permissions that control who can assign and moderate
- Gemini AI assistant in Gmail on Workspace plans
Pros
- No extra cost if you already pay for Google Workspace
- Nothing new to install; it lives in Google Groups
- Basic assignment and resolution states cover simple needs
- Good stepping stone before buying a dedicated tool
Cons
- Clunky Google Groups interface rather than a true team inbox
- Google documents only assigning, taking, resolving and labeling: no comments, rules or SLA timers
- No real reporting on response times or workload
Marcus Williams