timetoreply™
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      • Email response management software
      • Email analytics software
      • Email reply time tracking
      • Email reporting software
      • Email statistics platform
      • Shared mailbox reporting software
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      • Customer service team
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  • Who’s it for?
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  • Platforms
    • Microsoft
      • Outlook/o365 analytics
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      • Gmail analytics
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      • Key client service – Ontellus
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Getting Started 2 Articles

  • How does pricing work? We have 20 individuals plus 3 group mailboxes. Do the group mailboxes count?
  • If we only want to measure 1 shared mailbox, do we only pay for 1 license?

General 27 Articles

  • Re-authenticating an agent / mailbox.
  • Adding an alias / aliases
  • What is the difference between Initial timetoreply™ and Overall timetoreply™?
  • Missing data – how to troubleshoot if you aren’t seeing all of your data
  • What is the difference between the Conversation Logs and Message Logs sections?
  • Dropping connection with MS Exchange mailboxes. Whitelist Nylas IP Range.
  • How to setup a Team
  • Whitelisting our IP address for IMAP connections.
  • Business hours and changing your business hours.
  • Troubleshooting tips for authenticating when using MS Exchange (Nylas)
  • View all articles

Integrations 6 Articles

  • Maropost setup guide
  • Constant Contact setup guide
  • ActiveCampaign setup guide
  • Connect timetoreply to hundreds of other apps with Zapier
  • Connect timetoreply with Hubspot
  • Connect timetoreply with Salesforce

o365/Microsoft Office 365 11 Articles

  • How to create a timetoreply™ account
  • How to add a o365 / Office 365 mailbox to timetoreply™ to be monitored.
  • How to bulk add o365 mailboxes/Office 365 mailboxes to timetoreply™.
  • Tracking a shared mailbox, group mailbox or distribution list with timetoreply™.
  • Permissions for Gmail and o365 Permissions required for Gmail and o365 (individual authentication and bulk authentication)
  • How to disconnect your o365 super-user/Privileged role administrator from the Bulk Add option
  • How to add a shared mailbox on o365 without a password
  • Permissions o365 – individual authentication and bulk authentication
  • How to enable send on behalf of on o365
  • How to create a o365 admin role for authenticating mailboxes with timetoreply and limit which mailboxes timetoreply can get data from
  • View all articles

G Suite 8 Articles

  • How to create a timetoreply™ account
  • How to Bulk Add G Suite/ Gmail mailboxs to timetoreply™ to be monitored.
  • Tracking a shared mailbox, group mailbox or distribution list with timetoreply™.
  • How to bulk add G Suite mailboxes
  • Permissions G Suite
  • Self Hosted G Suite Customers
  • How to disconnect your G Suite super user from the Bulk Add option
  • How to add an Individual Gmail / Gsuite mailbox to Time To Reply to be monitored.

Mimecast 5 Articles

  • How to create a timetoreply™ account
  • Tracking a shared mailbox, group mailbox or distribution list with timetoreply™.
  • Permissions Mimecast
  • How to disconnect your Mimecast super user from the Bulk Add option
  • Adding a Mimecast mailbox to timetoreply™

MS Exchange 5 Articles

  • How to create a timetoreply™ account
  • How to add a Microsoft Exchange mailbox / MS Exchange mailbox to timetoreply™ to be monitored.
  • Tracking a shared mailbox, group mailbox or distribution list with timetoreply™.
  • Permissions MS Exchange
  • How to create a service account on MS Exchange 2013 and above

IMAP 3 Articles

  • How to create a timetoreply™ account
  • How to add an IMAP mailbox to timetoreply™ to be monitored.
  • Tracking a shared mailbox, group mailbox or distribution list with timetoreply™.

Gmail 2 Articles

  • Permissions for Gmail and o365 Permissions required for Gmail and o365 (individual authentication and bulk authentication)
  • How to bulk add G Suite mailboxes

Reports 12 Articles

  • Overview Report Page.
  • Comparative Report Page
  • Interaction Report Page
  • How to use the Domain/SLA report to track email response time goals
  • timetoreply Reports and Descriptions
  • The reporting looks wrong. Why are my numbers much lower than they should be?
  • Why can I not access some reports?
  • Why is an agent or mailbox included in the Conversation Logs if it should be excluded based on the active filters?
  • Can I get weekly reports sent to me for the emails we are tracking?
  • Does timetoreply cater for a group/shared email address in its reporting? If so, how does that work in terms of attributing which user received the emails?
  • View all articles

Controlling your data 11 Articles

  • Controlling your data. Using the Filters section of timetoreply™.
  • How do advanced filters work?
  • What does “This email is an outlier and is excluded from stats” mean?
  • Why is an agent or mailbox included in the Conversation Logs if it should be excluded based on the active filters?
  • Why is my average Overall Reply Time higher than my average First Reply Time?
  • Can timetoreply distinguish between an inbox owner’s reply times / stats etc., and that of an email inbox delegate (e.g. an assistant)?
  • Does timetoreply distinguish between working hours and outside working hours, when reporting on response times?
  • Can certain email senders or domains get excluded from the analytics? e.g. emails that are notifications from social media or other apps (i.e. not actionable or important emails)
  • When managing customer groups (adding customer groups) – do we add our company’s email addresses (employees that deal with that particular customer)?
  • Why would a reply not be included in the stats? It displays a black trophy next to the First Reply time
  • View all articles

Exporting data from timetoreply™ 2 Articles

  • Exporting data to CSV or Excel
  • How to download reports or specific graphs.

Glossary / Terminology 2 Articles

  • Glossary / Terminology
  • How are the timetoreply performance metrics calculated?

Adding a new mailbox / agent 2 Articles

  • How do I set up reporting for specific team members?
  • How to create a o365 admin role for authenticating mailboxes with timetoreply and limit which mailboxes timetoreply can get data from

o365 1 Article

  • How to create a o365 admin role for authenticating mailboxes with timetoreply and limit which mailboxes timetoreply can get data from

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Top Content

  • Email Analytics for Outlook
  • Measure Email Reply Time Office 365 (o365)
  • Measure Email Reply Time Gmail / Google Workplaces
  • Email Meter vs EmailAnalytics: Which one is better? (And what’s the alternative?)
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