FAQ

Frequently asked questions

Everything teams usually ask before turning their Gmail inbox into a support ticket system. Something missing? Ask us directly.

Does SupportUtils read my email?

No. SupportUtils works as a browser extension inside Gmail's own interface, and the only data that reaches our servers is the ticket metadata your team creates: thread status, assignee, and internal notes. Email bodies, attachments, and subject lines never touch our infrastructure. Subject lines are cached locally in your browser only, to show readable titles in your dashboard.

How does the 14-day free trial work?

You get full access to every feature for 14 days. You won't be charged until the trial ends, and you can cancel anytime before then from the billing page — no setup calls, no sales conversation required.

How is billing calculated?

Billing is per active seat: $12 per user per month, or $120 per user per year (two months free). Every feature is included at one price — there are no feature-gated tiers. When teammates join or leave your organization, your seat count adjusts.

Do my teammates need to install anything?

Yes — each teammate installs the Chrome extension and accepts an invite to your organization. After that, everyone sees the same thread statuses, assignees, and notes in real time inside their own Gmail.

Does it work with a shared support address like support@mycompany.com?

Yes — that's the core use case. SupportUtils adds a Support tab to Gmail that shows every email sent to your support address. It works with addresses your team receives in Gmail, including Google Groups and aliases, without forwarding your mail to an external system.

Can I customize ticket statuses?

Yes. Beyond the defaults (Open, In Progress, Resolved), you can add custom states like "Waiting on customer", "Escalated", or "Billing issue" to match how your team actually works.

What happens to my data if I cancel?

Your thread state data is retained while your organization has an active account. You can request deletion of your organization's data at any time by emailing hello@supportutils.com — see our privacy policy for details.

Does SupportUtils work in Firefox or other browsers?

SupportUtils is available for Chrome today (and Chromium-based browsers that support Chrome Web Store extensions). A Firefox build exists and a Firefox Add-ons release is planned.

Ready to try it?

Install the extension and your Support tab is live in Gmail in about two minutes.

Get started free