# Gmelius — Customer Service & Helpdesk Gmelius by Gmelius Ltd. holds a panel rating of 2.5/5 from 6 AI judges (category median 2.5/5), as of 2026-11-04. Provenance: provenance unknown; sovereignty: not determined. - Vendor: Gmelius Ltd. (https://gmelius.com) - Category: [Customer Service & Helpdesk](https://whats-best.ai/software/customer-service.md) - Provenance (editorial classification): provenance unknown - Canonical page: https://whats-best.ai/software/customer-service/gmelius - Alternatives: https://whats-best.ai/software/customer-service/gmelius/alternatives ([markdown](https://whats-best.ai/software/customer-service/gmelius/alternatives.md)) - Data as of: 2026-11-04 · evaluated 2026-11-04 · oldest source captured 2026-11-03 **AI-generated.** Every score, rationale and verdict here is written by a panel of AI judges from public evidence — an analysis, not a hands-on test. Every fact quotes the vendor page it was read from. No score can be bought. How scores are made: https://whats-best.ai/methodology ## At a glance - Vendor: Gmelius Ltd. - Headquarters: Not stated on the vendor’s pages as of 3 Nov 2026 - Data hosting: Not stated on the vendor’s pages as of 3 Nov 2026 - Free plan: Not stated on the vendor’s pages as of 3 Nov 2026 ## The panel's verdict Gmelius is a shared inbox and helpdesk built inside Gmail: AI assistants and rules tag and route incoming email, with delegation, shared labels, templates, kanban boards and email analytics. Its strongest scores are customer data protection and sovereignty, resting on a published data processing agreement that can be accepted from the dashboard, deletion within 30 days of account deletion and 90 days after termination, an audit trail of agent actions, and a subprocessor schedule naming Google Cloud (EU / USA) plus Cloudflare, HubSpot and Twilio (USA) with transfer bases. Its weakest ground is breadth: omnichannel sits at 2-3, five judges at 2 and the shop operator at 3 for handling email thoroughly where the others found only email proven — the help centre states only accounts and aliases routed to the signed-in Google account are available — and knowledge and self-service scores sit at 0, with no public information on a knowledge base for customers. Ticketing core lands at 4-5, capped by SLA-style alerts rather than formalised SLAs; we found no public information on prices or billing terms. **Speaks for it:** - Customer data protection scores 6-7 on a published data processing agreement acceptable from the dashboard, with deletion timelines, subject-rights controls and an audit trail of agent actions - Sovereignty scores 6-7 with contracting via Gmelius SA of Geneva, hosting on Google Cloud, and a subprocessor schedule naming locations and transfer bases - Real routing machinery for email — AI and rule-based dispatch, delegation, shared labels, templates and kanban boards — puts ticketing core at 4-5 - A documented public API over shared conversations, kanban boards and sequences, plus named Salesforce, HubSpot, Slack and Trello integrations and Zapier, Make and Relay.app connectors - Breach notification within 72 hours and a SOC 2 Type II report available on request **Held against it:** - Omnichannel scores 2-3: the help centre states only accounts and aliases routed to the currently signed-in Google account are available, and we found no public information on chat, telephony, a portal or social channels - Knowledge and self-service scores sit at 0, with no public information on a knowledge base, public help centre or deflection for customers - Ticketing core is capped at 4-5 by SLA-style alerts framed as internal goals, with no public information on priorities, escalation or search across tickets - The subprocessor schedule lists Cloudflare, HubSpot and Twilio in the USA and Google Cloud as EU / USA, and we found no public information on a selectable EU region or self-hosted option - We found no public information on prices, tier names or billing periods, so an annual invoice cannot be computed from the captured pages **Best for:** - Your team already lives in Gmail or Google Workspace and supports customers by email, and you want AI and rule-based routing, delegation and templates in the same screen - You need documented GDPR handling: a published data processing agreement, deletion timelines, subject-rights controls, an audit trail and a published subprocessor schedule - You want a European contracting entity — Gmelius SA of Geneva, in Switzerland, which the DPA describes as adequacy-recognised - You have developers to build CRM context into tickets through the documented public API **Avoid if:** - Your queue runs on live chat, telephony, a customer portal or social channels as well as email — only accounts and aliases routed to the signed-in Google account are documented - You need contract-grade SLA management — the vendor's own help article frames SLAs as internal response-time goals for teams without formalised SLAs - You aim to deflect ticket volume with customer self-service — we found no public information on a knowledge base or public help centre for customers - You require a stated EU hosting region or self-hosted deployment — the hosting region is given only as EU / USA, with Cloudflare, HubSpot and Twilio listed in the USA ## Scores by judge and criterion Scores out of 5, each judge scoring independently against the published rubric (v2). "n/r" = not rated: the vendor publishes no price, or the judge found no public information on that criterion. | Criterion | The Support Lead | The Agent Advocate | The Data Protection Officer | The Shop Operator | The Integrator | The Skeptic | | --- | --- | --- | --- | --- | --- | --- | | Ticketing, queues & SLA | 2.5/5 | 2.5/5 | 2.5/5 | 2/5 | 2/5 | 2/5 | | Channels in one queue | 1/5 | 1/5 | 1/5 | 1.5/5 | 1/5 | 1/5 | | Knowledge base & deflection | n/r | n/r | n/r | n/r | n/r | n/r | | Customer data protection | 3.5/5 | 3.5/5 | 3.5/5 | 3.5/5 | 3/5 | 3.5/5 | | Integrations & API | 2.5/5 | 3/5 | 2.5/5 | 2.5/5 | 2.5/5 | 2.5/5 | | European sovereignty | 3.5/5 | 3.5/5 | 3/5 | 3.5/5 | 3/5 | 3/5 | | Pricing transparency | n/r | n/r | n/r | n/r | n/r | n/r | | **Weighted verdict** | **2.5/5** | **2.5/5** | **3/5** | **2/5** | **2.5/5** | **2.5/5** | ### The judges - **The Support Lead** (v1.0): Runs a team of twelve against an SLA the sales team promised. Wants routing that reflects skill, timers that warn before they breach, and reporting she can take to a quarterly review. Reads "AI-powered" as a claim to be checked against the queue on a Monday morning. - **The Agent Advocate** (v1.0): Has answered tickets for six years and judges every tool by the hundredth reply, not the first. Wants search that finds the old thread, macros that save real keystrokes, and one screen rather than four tabs. Treats agent-activity dashboards as a smell. - **The Data Protection Officer** (v1.0): Sees a ticket archive for what it is: years of personal data customers typed themselves, including the things they should not have. Wants retention that executes, redaction, an audit of who read what, and an answer on whether vendor support can open a ticket. - **The Shop Operator** (v1.0): Handles "where is my parcel" at volume and needs the order in front of the agent without a second login. Judges omnichannel by whether WhatsApp and the shop actually land in one queue, and deflection by whether the ticket count falls in December. - **The Integrator** (v1.0): Has to wire the helpdesk into a CRM, a shop and an identity provider that all predate it. Wants a documented API with rate limits, webhooks that retry, SCIM, and a sandbox. Reads a partner-contact form on an integrations page as a missing API. - **The Skeptic** (v1.0): Counts the channel logos on the marketing page, then asks which of them share one queue and one history. Reads for the tier where SLA policies begin, what a "light agent" may actually do, and whether the AI summariser is included or metered. ## European sovereignty — proven facts Built only from facts on the vendor's own pages; a dimension we could not prove is left open, never scored as zero. Headline: not determined. | Dimension | Finding | Points | Source | |---|---|---|---| | Legal entity | Not determined | — | — | | Hosting location | Not determined | — | — | | Hosting options | Not determined | — | — | | Open source | Not determined | — | — | | Data processing agreement | Not determined | — | — | | Transfer impact assessment | Not determined | — | — | ## Key facts Each fact is the vendor's own statement, cited to the source page it was read from ([S*n*] → Sources). **Compliance** - Analytics tools: Google Analytics · Microsoft Clarity · HubSpot · yes · yes [S8] - Audit documents: SOC 2 Type II report · penetration test summary · other compliance documentation [S3] - Audit rights: 30 · 1 · yes [S3] - Breach notification: 72 · confirmation of Personal Data Breach [S3] - Cookie policy last updated: 2023-05-30 [S2] - DPA acceptance URL: https://gmelius.io/account/privacy [S7] - DPA available: yes [S7] - DPA available: yes · yes [S8] - Encryption: yes · TLS [S3] - GDPR commitment: yes [S7] - GDPR DPA: yes [S5] - GDPR laws: GDPR · Swiss FADP · UK GDPR · CCPA [S3] - GDPR rights: yes · yes · yes [S8] - International transfers: EU Standard Contractual Clauses · Swiss and UK addenda · EU-U.S./Swiss-U.S./UK Data Privacy Framework [S8] - MFA: yes · yes · personnel · yes [S3] - Penetration testing: annual · yes [S3] - Privacy by design: yes [S7] - Related resources: Privacy Policy, Terms of Service, Cookie Policy [S7] - Security policies public: yes [S7] - SOC 2: yes [S3] - SOC 2: yes [S8] - SOC 2 report request: trust.gmelius.com · yes [S2] - Transfer mechanisms: SCCs Module 2 · SCCs Module 3 · UK Addendum · Swiss amendments · Data Privacy Framework [S3] - Trust center: trust.gmelius.com [S3] - Trust center: trust.gmelius.com · yes [S8] **Data** - Access revocation: yes [S8] - Account deletion: 30 · 90 [S8] - AI zero data retention: yes [S8] - Deletion timeline: 90 · 90 · 30 [S3] - Encryption: yes · yes [S8] - Export: during term, through the Services · yes [S3] - No AI training: no [S8] - Subject rights controls: retrieve · correct · delete · export [S3] **Hosting** - Establishment: Switzerland [S3] - Provider: Google Cloud · United States [S3] - Provider: Google Cloud · Switzerland [S8] **Integrations** - API documentation: yes [S5] - API documentation: yes [S2] - API documentation: yes [S10] - API documentation: yes [S3] - API examples: CRM-based email assignment, syncing customer details to email notes, exporting contacts and conversations to Google Sheets or external databases, custom automation workflows [S10] - API resources: shared email conversations, kanban boards, sequences [S9] - Connected apps: yes · yes [S8] - List: Gmail · Google Groups · Google Workspace Admin · Google Meet · Google Calendar · Salesforce · HubSpot · Slack · Trello · Nicereply · Zapier · Make · Relay.app [S3] - Listed: Gmail · Google Groups · Google Workspace Admin · Google Meet · Google Calendar · Salesforce · HubSpot · Slack · Trello · Nicereply · Zapier · Make · Relay.app [S5] - Listed: Gmail · Google Groups · Google Workspace Admin · Google Meet · Google Calendar · Salesforce · HubSpot · Slack · Trello · Nicereply · Zapier · Make · Relay.app [S2] - Mcp: yes · yes [S8] - Public API: yes [S9] - Public API: yes · shared email conversations · kanban boards · sequences [S10] **Legal** - Address: 1216 · Genf · Route de Pré-Bois 14 · Schweiz [S8] - Change notice days: email to admins · website notice · 30 [S8] - DPA last updated: 2026-06-10 [S3] - DPA updates notice: 30 [S3] - Entity: Geneva · Gmelius SA · Switzerland · CHE-411.148.873 [S8] - HIPAA baa available: yes [S2] - Jurisdiction: Swiss material law · Geneva canton · English [S8] - Minors: 16 · yes [S8] - Policy version: 2.0 · 2026-10-12 · 2026-09-10 [S8] - Scc governing law: Ireland [S3] - Subprocessors use cookies: yes [S2] **Product** - Agent audit log: yes [S8] - Agent audit trail: yes [S3] - AI agents: AI Agents; Meli, the AI Chief of Staff [S5] - AI agents offered: yes · Meli [S2] - AI email routing: AI assistants automatically tag, categorize, and route incoming emails to the right stakeholders, reducing first-reply times [S5] - AI features: AI Sorting · Dispatching · Reply Assistants · configurable agents (Meli) [S3] - AI opt out: workspace level · yes [S3] - AI zero retention providers: yes · yes [S3] - Alias creation help: There is a separate help article for creating an email alias for non-existing addresses [S6] - Analytics reporting doc: yes [S4] - Autoresponder setup: yes [S4] - Connected applications not subprocessors: no [S3] - Cookie control available: yes [S2] - Cookie policy uses first and third party cookies: yes · yes [S2] - Cookies used for analytics: yes · yes [S2] - Essential cookies required: yes [S2] - Google drive optional: yes · optional [S8] - Google limited use: yes [S8] - HIPAA baa available: yes [S3] - Ki agenten: yes · triage · dispatch · reply assistants · configurable agents (Meli) [S8] - Ki aufsicht: yes · yes [S8] - Language supported: English · Français · Deutsch · Português · Español · 日本語 [S3] - Languages: English · Français · Deutsch · Português · Español · 日本語 [S5] - Languages supported: English · Français · Deutsch · Português · Español · 日本語 [S2] - Mobile apps: yes [S5] - Security measures AI: permission-scoped agent access · egress controls · configurable human-approval steps · audit logging of agent actions [S3] - Shared inbox: yes [S5] - Shared inbox admin manage setting: An optional setting allows subscription administrators to manage the shared inbox workspace [S6] - Shared inbox AI tagging: yes [S6] - Shared inbox alias: A shared inbox can also be created for an email alias; only emails received on the alias address are shared [S6] - Shared inbox google only: Only email accounts and aliases routed to the currently signed-in Google account are available [S6] - Shared inbox history import: When creating a shared inbox, users select how many past conversations to import via an Email History dropdown [S6] - Shared inbox module: yes [S2] - Shared inbox primary email: Gmelius lets users create a shared inbox around a primary email address, sharing all emails received on that address with the shared inbox members [S6] - Shared inbox renaming: Shared inbox name can be changed later [S6] - SLA alerts rules: Gmelius Rules can be used to create SLA-style alerts for shared inboxes to improve response times [S4] - SLA target industries: SLAs are described as common in the travel and logistics industries [S4] - Team features: Gmail Shared Inbox · Shared Gmail Labels · Shared Email Drafts · Email Notes & @mentions · Email Delegation · Email Templates [S3] **Subprocessors** - Categories: cloud infrastructure · AI model providers · CDN · email delivery · payment processing · support and CRM tools · yes [S8] - Change notice: 30 · 15 [S3] - Cloudflare: Cloudflare, Inc. · DNS, CDN, network security · USA [S3] - Hubspot: HubSpot, Inc. · Customer relationship management and support (account contact data only; no Company Content) · USA [S3] - List: Google Cloud EMEA Limited / Google LLC · Cloud infrastructure, storage, logging; AI model inference (Gemini via Vertex AI, zero data retention) · EU / USA [S3] - Stripe: Stripe, Inc. · Payment processing (billing data only) · USA [S3] - Stripe: Stripe, Inc. · payment processing · 1 · no [S8] - Twilio: Twilio Inc. (SendGrid) · Transactional email delivery · USA [S3] **Support** - Live support: yes [S5] - Live support: yes [S2] - Status operational: operational [S4] - Status page: yes [S5] ## Questions ### Is Gmelius European? Not determined: the vendor’s pages as captured do not say where Gmelius is based. ### Where does Gmelius store data? Not stated on the vendor’s pages as of 3 Nov 2026. ### Does Gmelius have a free plan? Not stated on the vendor’s pages as of 3 Nov 2026. ### What are the best alternatives to Gmelius? As of 4 Nov 2026, the panel rates [Zendesk (3.5/5)](https://whats-best.ai/software/customer-service/zendesk), [HubSpot Service Hub (3.5/5)](https://whats-best.ai/software/customer-service/hubspot-service-hub) and [Deskpro (3.5/5)](https://whats-best.ai/software/customer-service/deskpro) highest among the other 35 Customer Service & Helpdesk products evaluated. Ratings that look equal are rounded to half stars; the order uses the unrounded rating, then the name. The highest-rated European alternative is [Zammad](https://whats-best.ai/software/customer-service/zammad) (EU-Made). Ratings are the AI panel’s opinion, formed from public evidence: [how scores are made](https://whats-best.ai/methodology#ordering). The full list, with European products first: [Gmelius alternatives](https://whats-best.ai/software/customer-service/gmelius/alternatives). ## What this page leaves out - We found no public information on pricing on the pages we read (gmelius.com, gmelius.com/legal/cookie-policy, gmelius.com/legal/dpa, help.gmelius.com/shared-inbox/sla-for-shared-inboxes, gmelius.com/features/automated-email-routing-dispatch, help.gmelius.com/shared-inbox/primary-email-address and 4 more). If the vendor publishes it somewhere else, send us the page. - 5 legal facts could not be confirmed on the vendor’s page as captured and were left out of this page and of the panel’s material. - 1 product fact could not be confirmed on the vendor’s page as captured and was left out of this page and of the panel’s material. - 2 sovereignty dimensions could not be confirmed on the vendor’s own pages and are shown as unknown. ## Sources - [S1] Vendor page: https://gmelius.com (checked 2026-11-03) - [S2] Legal notice — found from the homepage: https://gmelius.com/legal/cookie-policy (checked 2026-11-03) - [S3] Data processing agreement (dpa) — found from the homepage: https://gmelius.com/legal/dpa (checked 2026-11-03) - [S4] Ticketing, queues & SLA — found from sitemap: https://help.gmelius.com/shared-inbox/sla-for-shared-inboxes (checked 2026-11-03) - [S5] Ticketing, queues & SLA — found from sitemap: https://gmelius.com/features/automated-email-routing-dispatch (checked 2026-11-03) - [S6] Channels in one queue — found from sitemap: https://help.gmelius.com/shared-inbox/primary-email-address (checked 2026-11-03) - [S7] Customer data protection — found from sitemap: https://help.gmelius.com/legal-policies/gdpr-compliance (checked 2026-11-03) - [S8] Customer data protection — found from sitemap: https://gmelius.com/de/legal/datenschutz (checked 2026-11-03) - [S9] Integrations & API — found from sitemap: https://help.gmelius.com/api (checked 2026-11-03) - [S10] Integrations & API — found from sitemap: https://help.gmelius.com/api/do-you-have-an-api (checked 2026-11-03) --- Cite as: whats-best.ai, "Gmelius — Customer Service & Helpdesk", AI panel analysis, as of 2026-11-04. https://whats-best.ai/software/customer-service/gmelius Corrections: https://whats-best.ai/correct/1397?target=page