Email Management Software For Customer Service

All the reporting and data you need to improve your customer support email performance without leaving Outlook or Gmail

Our customers have improved their response times from 7 hours to 2 hours and their response rates from 65% to 90%+ within 8 hours with timetoreply.

  • Track email reply times and set goals (shared and individual mailboxes)
  • Understand email volumes per mailbox
  • Set real-time alerts for important emails
  • Scheduled reporting and email SLA tracking
  • View agent leaderboards

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Customer service email management software that works with Outlook and Gmail

View Average Email Reply Times

See how long your staff take to reply to emails. See their average First Reply Time, Overall Reply Time, and their response time trends.

See Email Volumes

See how many emails were sent and received in a day per mailbox, as well as the trends. Use this info to balance workload and assign help where it’s needed.

Close Conversations Without a Ticketing System

Agents can mark conversations as ‘closed’ directly from their inbox, without the complexity of a ticketing system.

Set Response Time Goals

Set goals and reward staff based on their activity and email reply times. View the time that the first emails and last emails were sent in a day, compare the number of emails sent inside and outside of business hours, as well as each staff member’s average number of emails sent and received per hour.

Track Responsiveness

View what % of emails have been responded to in under 30min, 60min, 4 hours, etc. Set your own reply time bands and improve your staff’s responsiveness to emails – a great springboard into more general productivity discussions with your staff.

Teams and Customer Groups

Group staff into teams, and create customer groups to see how different teams are performing and how your business is responding to your customers.

Schedule Reports

Schedule customized reports to be sent to you (or anyone else) on a daily, weekly or monthly basis.

Control Your Data

Use filters to include or exclude certain emails and other data from being counted in the reports, for greater accuracy and clarity.

View Message Logs

View the message logs to see the time it took for each reply in a conversation (your reply times and your customers’ reply times).

Worried that your team is taking too long to reply important emails?

With our real-time alerts, you can create an alert to fire when there has been no response to a key customer after X amount of time.

The alert can be sent to a manager, the agent who needs to respond or anyone else you choose.

You can also link up with your CRM to automatically create a task for the agent so that they know to respond to the email.


  • Improve reply times
  • Never miss an important email again
  • Reduce customer churn
  • Increase NPS
email alert
email reply time SLA report

Need an easy way to track email SLA performance?

timetoreply turns your Outlook or Gmail into the ultimate email SLA tool.

Now you can mark email threads that have been handled as “closed” and get clarity on what is awaiting a reply, what has been handled and what emails were responded to within SLA and which emails breached your SLA reply time goals.

Finally, your teams’ email performance won’t be a blackhole.

  • Meet your SLA goals
  • Save time by focusing on emails that matter
  • Improve team performance
  • Delight your customers


Looking for metrics for your shared mailboxes?

[email protected], [email protected], whatever your shared mailboxes are called, we can provide analytics on how you are responding to customers on the shared mailbox level and how each individual agent is performing to emails they handle from the shared mailbox.

Understand email workloads, average reply times and want requires a reply.

Your customers will love you and you’ll start hearing things like “you are so responsive” and “Wow, that was quick”!

  • Manage team member workloads
  • Provide better more consistent service
  • Incentivise top performers
  • View and improve individual performance within shared mailboxes


email reply time SLA report




“In terms of responsiveness, it’s gone up from 62% to 86% as a company.”

Lonnie Jackson

Vice President of Customer Management


“We have seen response times in particular groups go from 7 hours to 2 hours with the timetoreply data. This is getting information to our partners quicker and streamlining the way we work.”

Kyra Augustus

Director of Partner Support – Central

Swift Momentum

“Everyone has improved their reply times by at least 300-400%, giving our customers a 3-4 times faster and therefore better experience. As a business owner, that’s huge!”

David Sarembock

Founder and Managing Director

Capterra Reviews

“timetoreply is the best for the job. It is very easy to set up and import as many Agents(users) as you want and see the data populate in a matter of minutes.”

“We’ve been able to address staffing, general productivity, contingency planning, communication spikes and increases, and more. timetoreply has been incredibly valuable to our organization.”

“Being in the service industry, we are required to meet certain SLAs for our clients. timetoreply has helped us to ensure that we are providing the best possible service and meeting our SLAs.”

“It offers the privacy that individual user need/appreciate while still giving insight into communication performance for both internal and external clients.”

Frequently asked questions

1. How do you manage email customer service?

In order to effectively manage email for customer service you need to get a handle on the following metrics:

  1. Email volumes (emails received, replies sent)
  2. Number of emails awaiting a reply
  3. Number of customer conversations that have been resolved (closed)
  4. Your average reply times (first reply and overall reply times)
  5. If you are using a shared mailbox for customer service, you need visibility into who is handling what workload onbehalf of the shared mailbox to manage workloads and for capacity planning purposes.

With these metrics at hand you’ll be able to improve your customer service teams’ responsiveness on email, resolve customer queries faster, manage workloads, address capacity planning, identify topics that come up often or that take long for your team to resolve.

By using timetoreply with Outlook Desktop, Outlook Online (o365) or Gmail, you’ll be able to get all of these metrics for your customer service teams.

In terms of how to set up your customer service mailboxes, we recommend using a shared mailbox and giving each member of the shared mailbox “send on behalf of” permissions. That means that they will be able to access the shared mailbox and reply from the shared mailbox and our system will be able to determine which team member replied, how many conversations they are handling, what they have marked as closed and calculate their average reply times.

2. Which features to look for in the best customer support email software?

The first question you need to ask yourself is whether you want your team to continue using Outlook or Gmail or move to a different inbox solution such as a collaborative inbox solution instead? Based on this decision the features that you would look for would change. 

Features to look out for if you want to keep your team using Outlook (Desktop or Online)

  1. Email analytics
  2. Reporting capabilities for individual, teams and shared mailboxes
  3. Reply time and resolution time tracking
  4. Ability to report based on label/category and by customer or customer group
  5. API capabilities so that you can display realtime data on your own BI dashboards
  6. Message logs so you can dig into the data to improve performance, identify cases that take long to resolve and help coach your team
  7. Real-time alerts so that emails don’t slip through the cracks
  8. Shared mailbox reporting with individual performance breakdown
  9. Email SLA tracking and reporting

Features to look out for if you want to keep your team using Outlook (Desktop or Online)

  1. Email security and risk compliance
  2. Data storage
  3. Collaborative inbox features
  4. Reporting and analytics
  5. Email reply time and resolution time tracking
  6. Multi-channel support
  7. Workflow automation
  8. Escalations
  9. Workload balancing
3. What is the best email customer service software?

There are numerous customer service software solutions available and each one has it’s pros and cons. Here’s a list of 5 of the top customer service software solutions and their main strength.

  1. – works on top of o365, Outlook and Gmail, team stays in their inbox, shared mailbox reporting and email reply time tracking.
  2. Zendesk – powerful ticketing system, caters for shared mailbox, includes live chat and other channels.
  3. FrontApp – collaborative inbox, workflow automation, customer satisfaction report, multi-channel.
  4. Freshdesk – Omnichannel support desk, integrates into lots of other solutions, handles calls, emails, web enquiries, whatsapp and more
  5. HelpScout – Shared Inbox, Help Center, & Live Chat Software
4. What makes timetoreply a unique email analytics software for customer support?

Unlike other solutions that require your teams to move out of their inbox into their own tool to respond to email, timetoreply was designed to work on top of Outlook and Gmail. This means that teams don’t have to learn how to use a new software, they continue to use email as they always have and timetoreply sits in the background and surfaces the data and customer service team managers need to help improve their teams’ performace.

Here are a few notable unique features of timetoreply.


  • measures the email reply times of every email your teams respond to either via their individual mailboxes or from shared mailboxes.
  • can provide reporting for shared mailboxes and show how each individual is contributing to the performance of the shared mailbox (emails received, replies sent, reply times, conversations resolved and more)
  • has an alert system to notify you if an email from an important customer hasn’t received a reply after X amount of time.
  • Shows indivuals which emails are approaching an SLA reply time threshold (optional)

See how Telarus used timetoreply to reduce their response times from 7 hours to 2 hours with timetoreply


15 day free trial. Instant report. No credit card required.

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We only track To, From, Subject line and timestamps. We never read your email, we don't have access to it.‍


Works with o365, Outlook, Gmail, MS Exchange and IMAP


ISO27001 and Google Security Certified


No software to install, everything in your browser

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Follow these five steps and you'll get visibility into your teams' email performance, understand your current response times and email volumes, be able to set KPIs, identify areas for improvement, set alerts to ensure nothing slips through the cracks and more!

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Shared mailboxes can be a nightmare. But follow these five ways to make managing collaborative email easier and more transparent and you can make sure that your shared inbox is transformed into a tool for your team's best work. 

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