Email Analytics and
Alerts Software For Customer Service Teams

Start tracking your customer service teams’ email workloads, average reply times and SLA performance. Works with Outlook and Gmail so your team gets to stay in their inboxes without having to learn a new tool.

For 86%, good customer service turns one-time clients into long-term brand champions – Kronos

  • Track email performance for individual and shared mailboxes
  • Set email reply time goals and track your performance against these goal
  • See who your teams are responding to your customers or customer groups
  • Manage workloads across team members


Trusted by thousands of businesses worldwide.

email reply time SLA report

Want to provide responsive, consistent service to your customers over email?

Link your teams’ mailboxes in seconds and get instant data on their individual and shared mailboxes reply time performance, email volumes and more.

  • Track email reply time SLAs
  • See which emails met their SLA goal and which breached their reply time goal
  • Improve response rates and average first reply time

Worried about losing customers due to missing important emails?

It’s every customer service manager’s worst nightmare… churning a customer due to taking too long to respond to their email enquiry or missing an important email altogether. Research has shown that customers say that valuing their time is one of the most important things a company can do, here’s how we can help:

  • Create real-time alerts so that if an email from an important customer or group of customers hasn’t received a response after X time you will be notified
  • Set first reply time, overall reply and time to close goals and measure your teams performance against these goals
  • Receive scheduled reports so you can see which emails are still awaiting an agent reply and which replies breached their response time goal


email alert

Not sure who is performing well and who is dropping the ball when responding to your shared mailbox emails?

Timetoreply provides you with total clarity into your shared mailboxes. Get analytics on the shared mailboxes as a whole and see how each member of the shared mailbox is contributing to the overall performance.

  • Manage workloads and capacity planning
  • Improve poor performers average response times and reply rates
  • See who your top performers are and reward them
  • Compare multiple shared mailboxes against one another

80% of customers will stay AND spend 67% more…if their expectations are met.

We help customer-facing teams who communicate via email exceed those expectations.

Why customer service teams love our email reporting for Outlook, Office 365 and Gmail

Measure email reply times

Know exactly how long each mailbox takes to reply to internal or external emails with our email response time software.

Real-time alerts

Setup real-time alerts so that you know if an important email hasn’t received a reply after X amount of time.

download email data

Mark emails as "Closed"

Use our native add-ins for o365, or Gmail to mark emails that have been dealt with as “closed”. View your average time-to-close metric and work at improving this over time.

Track your service level agreements

Set goals based on your SLA agreements and use our tool to ensure you are not in breach of your agreed email reply time thresholds.

measure group email

Monitor individual or group mailboxes

Measure all incoming and outgoing emails for an individual email account or a group email address where customer queries are received.

Detailed email performance reports

Detailed analytics and reporting to help client services managers support and drive their teams’ email responsiveness to new and existing customer emails. Schedule these reports to be sent to you daily, weekly or monthly.


Agent leaderboards

Create healthy competition by sharing the comparative leaderboard reports with your team. Set goals and reward the best performing agents. Watch your average reply times to customers improve and your qualified leads increase.

Track client service agent and team trends

View what % of emails have been responded to in under 30min, 60min, 4 hours, etc. Set your own reply time bands and improve your customer team’s responsiveness to emails. Track performance over a 12 month period.

API and CRM integrations

Integrate timetoreply with your favourite CRM or business intelligence reporting tool. Sync data and analyze the impact of improving your timetoreply metrics.




“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.”


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

We’ve got your back. Safe and secure
for all major email providers.



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

Get the guide now!

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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Get the free template now!

Download the free Response Time Policy template and start putting a framework in place to improve your response time to customers.

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Get the guide now!

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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