Drag App: The Ultimate Tool to Transform Customer Support Workflows

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Providing excellent customer service is crucial for business growth and success. However, managing customer support operations can get challenging, especially when using multiple tools for ticketing, collaboration, automation, and reporting.

This is where Drag app comes into play.

Drag is an all-in-one customer support software that transforms your Gmail inbox into a shared workspace. It equips your team with capabilities to efficiently manage customer queries, collaborate, and make data-driven decisions – all within Gmail.

In this comprehensive guide, we will explore:

  • What is Drag app and how it works
  • Key features and capabilities of Drag
  • Drag app pricing plans
  • Step-by-step guide to set up Drag on Gmail
  • Top Drag app alternatives for customer support

So let‘s get started!

What is Drag App?

Key Takeaway: Drag app is an easy-to-use team productivity app that transforms Gmail into a collaborative workspace using Kanban boards and other collaboration features.

Developed by Drag Labs, Drag is a Chrome extension that recreates your Gmail inbox into an all-in-one workspace.

It allows you to convert static email conversations into visual workboards that can be shared and collaborated on in real-time.

You can use the interactive drag-and-drop Kanban boards to organize customer emails into actionable tickets. These tickets can be assigned to team members, supplemented with checklists, activities, due dates and more.

Unified Inbox

For example, you can create a separate Drag board for your customer support team and onboard your agents. Then assign them customer emails as tickets, enable them to reply on behalf of shared inboxes, and chat internally – all within Gmail.

To provide agents with complete customer context, you can add custom fields to each ticket like email, contact details, to-do checklist, notes, files, and conversation history.

The interactive drag-and-drop boards help streamline team collaboration and ticket management without having to switch between apps.

For individuals who‘ve worked with project management tools before, Drag is simple and intuitive to use. Its clean interface seamlessly integrates into Gmail without a steep learning curve.

Now let‘s explore some of the key features and capabilities of Drag app:

Key Features and Capabilities

Drag app provides a robust set of features to enhance productivity, collaboration, and insights for customer support teams.

1. Unified Inbox

With Drag, you can set up shared inboxes or Google groups. These allow you to add members from relevant teams, ensuring everyone stays in the loop.

Unified Inbox

For instance, create a separate Drag board for your support team. Onboard your agents, and enable them to handle customer emails (tickets) from the shared inbox.

To provide agents with complete customer context, you can add custom fields within each ticket like contact details, to-do checklist, notes, files, and conversation history.

2. Seamless Collaboration

Drag comes with an internal chat window embedded within Gmail. You can use it to get real-time updates on tasks, mention teammates, or ask for assistance.

Collaboration features

Additionally, Drag‘s collision detection prevents team members from replying to the same customer email, eliminating redundant communication.

Collision detection

3. Streamlined Ticket Management

Drag simplifies ticket management through interactive Kanban boards. Just drag-and-drop emails from inbox to relevant columns on the board to create shareable cards.

You can then easily assign these tickets to agents with a single click, ensuring each ticket has an owner. This makes your team accountable.

Alternatively, you can automate ticket assignment based on sender‘s email, keywords, or other rules.

Further, customize cards with tags, labels, colors, due dates, and priorities to streamline workflows. Drag also allows adding private notes within cards for internal communication.

4. Email Templates

It‘s common for customer support teams to handle many repetitive queries.

Drag enables creating and sharing email templates to speed up response time for such frequent inquiries. Teams can also optimize metrics like first response time and first call resolution.

Email Templates

5. Email Tracking

Drag provides email tracking similar to WhatsApp‘s double ticks. You can see in real-time when the customer has viewed your response.

6. Automation and Workflows


Drag allows creating set-and-forget automation rules to streamline repetitive tasks and customer support processes. For instance:

  • Schedule automated follow-up emails at predefined dates
  • Trigger bulk emails while preserving personalization
  • Automate routing and assignment of incoming tickets

When automating bulk emails, Drag automatically populates custom merge fields like customer name, company etc. so you don‘t have to do it manually.

Below are some examples of how DragApp can automate customer service workflows:


In this rule, When a ticket is received On the support board, If sender‘s email contains @support, Then assign the ticket to [email protected] automatically.

Such conditional rules help streamline your customer support operations and ticket management.

7. Cross-Platform Accessibility

Drag is available on web as a Chrome extension, along with native apps for iOS and Android.

So you can access and manage Drag boards, tickets, assignments and conversations from anywhere – desktop or mobile.

Key mobile app features:

  • View all boards, cards, tasks, due dates
  • Add, assign, delete or move cards across boards
  • View checklists and notes (read-only)
  • Comment on internal chats
  • Reply to customer emails as an individual or via shared inboxes

Download: Chrome extension, iOS app, Android app

  • Compatible with:
  • Windows
  • iOS
  • Android
  • macOS

8. Real-Time Analytics

Drag‘s premium plans provide access to analytics for monitoring and optimizing workflows.

You can analyze card volume, board activity, agent workload and performance to identify areas of improvement.


Filter reports by board, user, date range to get more detailed insights.

The Cards tab shows volume and category of tickets handled by the team across boards.

The Board Activity tab displays stats for all actions like drag-and-drops, replies, assignments, comments etc. on a particular board.

These reports help managers optimize their customer support operations and agent productivity.

Drag App Pricing Plans

Drag offers budget-friendly pricing suitable for small and medium businesses.

You can start with a free 7-day trial followed by flexible monthly or annual plans:


The Free plan allows unlimited boards, 100 cards per month, and core features to manage a basic workflow.

The Pro plan at $9/month provides unlimited cards, advanced features like automation and analytics, priority email support, and more.

For larger teams, the Business plan at $15/month offers additional capabilities like Google Workspace integration, audit logs, SSO, and premium support.

Custom enterprise plans are also available on request.

Overall, Drag app provides exceptional value even for their free plan. The affordable pricing makes it easy for small teams to get started and scale workflows as they grow.

Next, let‘s walk through how to easily set up and configure Drag app on your Gmail account.

Step-by-Step Guide to Setup Drag App on Gmail

Drag app has a quick and straightforward setup that takes just a few minutes. Follow these steps to get started:

Step 1: Install Drag Chrome Extension

Visit the Chrome Web Store and click ‘Add to Chrome‘ to install the Drag extension.

Chrome web store

This will redirect you to Gmail. Select the account you want to link Drag with.

Step 2: Create a Drag Board

Click the Drag icon in the right corner and enable it for your chosen Gmail account.

Enable DragApp on Gmail

Next, click the ‘+‘ icon to create a new Drag board. You can build it from a shared inbox, Google group, or start with an empty board.

Create drag boards

Here we‘ll create an empty custom Drag board for our support team.

Create shared inbox

Next, add your team members by entering their email addresses. This will share access to the board.

Add your team

The new board will appear in the left sidebar of your Gmail account. You can create multiple boards for different teams and departments.

Boards on Gmail

Step 3: Add Emails as Cards

Start dragging and dropping relevant emails from your inbox into the Drag board. This will automatically convert them into shareable cards.

Transform emails into cards

Once you‘ve added enough cards, your Drag board will look like a visual workspace:

Kanban view

Step 4: Customize Cards

Click on any card to open it. Use the options on top to add labels, tags, colors, due dates, assignees, send to another board, and more.

Customize cards

You can also add private notes, tasks, files, and see activity logs within each card.

Finally, drag-and-drop tickets across columns as they progress from new to pending, open, resolved, closed etc.

And that‘s it! With these simple steps, you can start managing customer support workflows efficiently using Drag app on Gmail.

Top Alternatives to Drag App

Here are some of the popular alternatives to Drag app for customer support:

1. Helprace

Helprace provides a robust customer service platform to streamline support workflows.

Key features:

  • Auto-route and assign tickets with rules
  • Collision detection and notifications
  • Real-time customer satisfaction ratings
  • Centralized customer profiles and data
  • Role-based access control for tickets
  • In-depth analytics and reports

Helprace integrates with your website, app, and other tools using APIs.

2. Front

Front is a shared inbox platform built for customer-centric teams.

Key features:

  • Unified inboxes for multi-channel support
  • Intelligent ticket routing
  • Easy-to-use workflow automations
  • Real-time collaboration on tickets
  • Email analytics for response times and CSAT
  • Shared email templates

Front seamlessly integrates with your existing stack of apps and tools.

3. Intercom

Intercom provides an all-in-one customer support platform trusted by leading companies worldwide.

Key features:

  • Omnichannel customer conversations
  • 350+ integrations with business apps
  • Conversational bots for automation
  • Unified inbox and collaboration
  • Actionable real-time insights
  • Predictive analytics

Intercom is a versatile tool to scale and transform customer service operations.


Transforming customer support workflows is vital for companies to deliver exceptional service.

Drag app provides an easy yet powerful solution to manage workflows directly within Gmail.

With Drag you can:

  • Streamline ticket management in visual boards
  • Centralize support operations and unify teams
  • Enhance productivity and collaboration
  • Automate repetitive tasks
  • Make data-driven decisions

Given how affordable and intuitive it is, Drag app is undoubtedly a must-have tool for any small or mid-sized business using Gmail.

It eliminates the need for multiple apps by bringing all collaboration, automation, and analytics capabilities natively into your inbox.

So if you‘re looking to modernize customer support processes, give Drag app a try today! It could be a total game-changer for your workflows and team productivity.

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