EmailAnalytics tracks Microsoft 365 and Outlook shared mailboxes, such as support@, sales@ and info@, and credits every reply to the team member who sent it. You get the shared mailbox's overall response time, plus response time and emails sent for each agent.
It connects to Microsoft 365 directly. There's nothing to install, and your team keeps working in Outlook.
Setup in about two minutes · Nothing to install
| Agent | Replies | Avg. response | Status |
|---|---|---|---|
PS Priya Shah Support | 142 | 1h 12m | On target |
JR Jordan Reyes Support | 118 | 1h 38m | On target |
ML Marcus Lee Support | 74 | 2h 41m | Behind |
AK Aisha Khan Support lead | 51 | 1h 05m | On target |
Outlook shows you what's in a shared mailbox, not who answered it. Every reply goes out as support@, so you can't tell who is carrying the load, who is slow, or which emails sat unanswered. Microsoft 365 doesn't include a report for this.
Every email sent from the shared mailbox is credited to the person who wrote it.
Average and individual response times for each team member working the mailbox.
How quickly customers who email support@ or sales@ get an answer.
EmailAnalytics finds the shared mailboxes in your Microsoft 365 tenant. You choose which to track and who works each one.
No plugins or add-ins. Agents keep using Outlook, Outlook on the web or the mobile app.
EmailAnalytics stores addresses, timestamps and subject lines, not message bodies.
EmailAnalytics matches each email sent from the shared mailbox against the Sent Items folder of the agent who sent it. That's how it knows who replied, even though the customer only sees support@.
Requirements: Microsoft 365 (Exchange Online). Agents need Full Access and Send As permissions on the shared mailbox, and emails sent from the shared mailbox need to appear in the agent's own Sent Items folder, which is Outlook's default behavior. Read the setup guide · Fix Sent Items settings
| Option | Per-agent activity in an Outlook shared mailbox | Changes how your team works |
|---|---|---|
| EmailAnalytics | Yes: replies and response time per agent | No, the team stays in Outlook |
| Outlook / Microsoft 365 alone | No | No |
| Help desk software | Yes, once email moves into tickets | Yes: a new tool and workflow |
Outlook shared mailbox analytics comes with EmailAnalytics, along with response time tracking, SLA measurement, daily and weekly reports, and up to two years of email history. Real-time SLA alerts and AI sentiment analysis are available as an AI add-on. Try it free for 14 days. See current pricing · Ask about your team
FAQ
Yes. EmailAnalytics connects to Microsoft 365 and tracks Outlook shared mailboxes such as support@, sales@ and info@. It reports the shared mailbox's overall response time and each agent's replies and response time.
It matches each email sent from the shared mailbox against the sending agent's own Sent Items folder. Outlook saves those emails to the agent's Sent Items by default, so most teams don't need to change anything.
No. Outlook and Microsoft 365 don't report per-agent response time or reply counts for shared mailboxes. EmailAnalytics adds that reporting without changing how your team works in Outlook.
Each agent needs Full Access and Send As permissions on the shared mailbox, and the shared mailbox should be added to Outlook as an automapped or additional mailbox, not as a separate account.
No. There are no plugins or add-ins. Your team keeps using Outlook, Outlook on the web or the Outlook mobile app as usual.
Connecting Microsoft 365 takes about two minutes. Shared mailbox data finishes syncing in 1 to 10 minutes.
Current plans and prices are on the pricing page. You can try EmailAnalytics free for 14 days.
By default, no. EmailAnalytics stores email header information only: addresses, timestamps and subject lines.
Connect your Outlook shared mailbox in two minutes and see per-agent response times today.
