# timetoreply Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is timetoreply the right Email Management solution for you? Explore 42 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/153065/Time-To-Reply/reviews --- timetoreply 4.5 (42) [View alternatives](https://www.capterra.com/p/153065/Time-To-Reply/alternatives/) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of timetoreply Ease of use 4.4 Customer Service 4.6 ## Showing most helpful reviews Showing 1-25 of 42 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use VR Verified Reviewer Director of Technology Construction Used the software for: 1-2 years ### "In Depth Look" February 9, 2021 5.0 Very good experience overall. Pros Ability to see trends with user response times. Cons No outlook integration to mark certain emails as do not track. Review Source Response from Time To Reply February 18, 2021 Hi there, Thanks for the great rating! While we do not offer a 'do not track' option, as a result of how our system works, the account-level Filters may be useful to you in excluding emails from your reporting that may skew your performance data. As always, our support team is on standby via email and live chat to answer any questions. Best, Team timetoreply DG Daniel G. IT Machinery Used the software for: 1-2 years ### "A niche product that could be widely used" February 18, 2020 4.0 Early on I got the impression that this software was in its early stages, however the company handled all critiques and answered many of our requests very quickly. The trial period was excellent, allowing us to vet the software before purchase. The price is right for our organization, and their support (one of my most important considerations when choosing a vendor) is the gold standard of responsiveness, knowledge of their software, and friendliness. Pros This product works as advertised and allows us to see how quickly our various customer facing groups respond to requests made of them. Honestly, a feature that should be baked right in to our email provider, but sadly is not. The customer service is above and beyond excellent. I'm amazed such a small company can be as agile and responsive to customer needs as these folks can. A true testament to the power of cloud offerings. License model is based on data ingest (monitored mail accounts) not number of readers. This allows us to give all team members access that need it, to reports on shared accounts without driving up the cost. The visual presentation / dashboarding is nice. Cons We uncovered a few security issues early on with the software, all of which were patched within a week of our bringing it to TTR's attention. The interface is not as intuitive as it could be, nor is the company setup. Some features are missing like per-mailbox "open hours" which can as of now only be set at the company level, and static dashboarding for our bill-board type displays in our call center. Alternatives considered [Front](https://www.capterra.com/p/132901/Front/) Reason for choosing timetoreply The other products were not as tailored to our specific need, offered a lower level of support, and could not overcome some specific issues within our environment. Review Source Response from Time To Reply February 18, 2021 Hi Daniel, Thanks for the detailed review. We love all of this constructive feedback. Please keep it coming! We're happy to say that one of the changes we've made since your review is implementing business hours and timezone settings on a 'per mailbox' basis, so that teams working in different timezones always have accurate reporting. Best, Team timetoreply JB John B. Director Accounting Used the software for: 6-12 months ### "timetoreply Review" February 9, 2021 4.0 Pros Report are good, great to navigate and we'll laid out Cons Need to differentiate between roles more Alternatives considered [Microsoft Viva Engage](https://www.capterra.com/p/227175/Yammer/) Reason for choosing timetoreply No idea Review Source Response from Time To Reply February 18, 2021 Hi John, Thanks for the review. Great to hear that you like the layout and the reporting. We're curious to learn more about the role differentiation you mentioned. Please feel free to get in touch with us via live chat on our site to tell us more. Best, Team timetoreply BH Bryce H. SVP Operations Telecommunications Used the software for: 1-2 years ### "Provides tremendous insight" February 4, 2021 4.0 We've been able to address staffing, general productivity, contingency planning, communication spikes and increases, and more. The software has been incredibly valuable to our organization. Pros We were struggling to fully understand the requests coming from our partners and customers. We had an idea but if we could better understand when partners reached out, how they reached out, and how quickly we responded we could drive increased satisfaction. This software helped us to answer all of those questions. It also gave us the ability to see trends for our highest value partners. Cons It's very standalone. I wish that I had the ability to better integrate with other reports. Alternatives considered [Prodoscore](https://www.capterra.com/p/159439/Prodoscore/) Reason for choosing timetoreply It was the easiest, simplest way to get to the heart of my questions. I needed data that could validate what I was hearing. Review Source Response from Time To Reply February 18, 2021 Hi Bryce, Thanks for the great review! We're happy to hear that our solutions have helped answer those important questions. Please feel free to share our API documentation with your team. It'll allow you to connect timetoreply to other reporting tools like PowerBI. The documentation is available by navigating to Tools > API. Best, Team timetoreply PG Paul G. Senior Consultant Computer Software Used the software for: 1-2 years ### "Email Reporting that Works" February 3, 2020 4.0 I enjoy the simplicity of the product and how quickly I was able to configure and deploy for my team. In addition, the Support team has been great about addressing any issues that have arisen. Pros The fact that I can setup filters that identify email volume and interactions from specific clients. Cons The reporting functionality limits the date range of data that you can analyze at one time. Since I do annual reporting, I have to combine data outside of TTR for those lengthy reports. Alternatives considered [Front](https://www.capterra.com/p/132901/Front/)[Hive](https://www.capterra.com/p/150991/Hive/) Reason for choosing timetoreply They don't have the focus around reporting, so I would've had to pay a premium for a service that didn't achieve the reporting needs I had. Review Source Response from Time To Reply February 4, 2020 Hey Paul Thanks for the review. We'll raise the date range comment to our product team and see if we can help out there to save you having to collate data for your reporting period. Best, Dane AA Aaron A. Vice President Transportation/Trucking/Railroad Used the software for: 1-2 years ### "Great CSR response tracking" April 18, 2024 5.0 Pros It was easy to view our whole team's productivity at a glance. It also has way more data points then we needed and can get very specific into metrics and KPI's you are looking for. Cons It can be tedious to set up spam filters. Once they are set they work well to filter out data that isn't relevant. But the initial setup can be time consuming if you get a lot of spam or want certain emails taken out. Review Source JM Jill M. Quality Manager Insurance Used the software for: 6-12 months ### "Recommended " February 4, 2021 4.0 We are happy with the tool and strive to perfect our services by monitoring that all emails are handled within their KPI's. The support service of TTR is exquisite. They really listen to our needs. Pros Insight into production and mailbehaviour on a team and individual level The mailflow with our customers The data of mails per day/ per hour and their status The filters to search for specific emails Cons Following feautures would make the app more effective for us: - ability to view more teams at once and compare them ( such as sales teams) - Adding filter " show emails where messages were more than 20" , because I can almost guarantee that something is wrong there - ability to see more data than 3 months e.g. 6 months or a year, because reports are usually (half)yearly. - Being able to mark as complete (outlook function) which signals TTR that it is closed. in this case employees would not have to use the add on. Review Source Response from Time To Reply February 18, 2021 Hi Jill, Thank you for your great review! We're really happy to hear that our support team is exceeding your expectations. We appreciate the detailed feedback as well. Plenty of food for thought for our product team. We're happy to confirm that our Trend Report will provide reporting data for up to 12 months, and that you can now close conversations using the native 'Mark as Complete' functionality in Outlook. Please keep the feedback coming, we love it! Team timetoreply TB Tonee B. Parts Customer Care Manager Transportation/Trucking/Railroad Used the software for: 6-12 months ### "Fairly New User still learning features " March 16, 2023 4.0 So far it has been good. I would feel better if I reviewed down the line a little when I have learned of more features. This may or may not change some of my rankings. Pros I really like the first reply data, the monitoring of the different team and the assistance of \[sensitive content hidden\] when I need help. It is not hey we have you locked in your on your own, the help is there if you need it. Cons Sometimes the replies from the chat take to long. Some of the charts or graphs are not the easiest to read or have the best looking designs. The inability to change some data that is provided or how it is provided. I do not like that the historical data is not stored within the system if you have turnover. Although I do understand how much storage space it could possibly use. Review Source TS Tim S. ERP Systems Managers Sporting Goods Used the software for: 2+ years ### "Good Product to Track Email Response with Fast Use Setup" February 4, 2020 4.0 Pros Very easy to setup. You can setup a user within a few minutes and start collecting data on the users email response time. Very easy to navigate and reporting is very clear and easy to ready. Cons Support is very responsive at first, but if the issue isn't resolved in first response it has sometimes been difficult to get further help from support in resolving the issue and you have to reach out multiple times to get help. Review Source Response from Time To Reply February 5, 2020 Hi Tim Thank you for the review. We'll be sure to up our game with support. We've been innundated with over the past few months but we have hired more staff and will be providing top-level support once again. You gave us 3/5 for features/functionality, what features/functionality would you like to see in our product going forward? Best, Dane JH Jacob H. Inside Sales Manager Mechanical or Industrial Engineering Used the software for: 1-2 years ### "Fantastic insights into email traffic" February 11, 2021 5.0 Great visibility and data on email traffic. Pros I love the ability to see how quickly we're responding to customers, the email volumes, and the ability to filter internal/external. Cons Why only 3 months? Give us longer times so we can trend and create more meaningful data. I was told this was coming months ago. Very frustrating. Review Source Response from Time To Reply February 18, 2021 Hi Jacob, Thank you for the 5 star rating! It's great to know that you're enjoying tracking your reply times and email volumes. We're sorry to hear that you've been feeling a bit frustrated about the reporting duration available in our reports. Have you had a look at the Trend Report yet? It'll give you up to 12 months of reporting on key reply time and email volume metrics. Feel free to reach out to our support team via email or live chat on our site if you need any help. Best, Team timetoreply BJ Britta J. Head of Paid Advertising Marketing and Advertising Used the software for: Less than 6 months ### "Great email tracking and analytics tool for increased productivity" March 1, 2019 5.0 Pros Increased productivity and sales conversions Overveiw of full organization interactions domain level reporting was amazing for our top 10 customers SLA management and reporting Great reports, simple to use Cons Could not set agent specific shift hours Review Source Response from Time To Reply March 6, 2019 Thank you for your review, we're glad you are enjoying our product. KZC Kian Zi C. Director Electrical/Electronic Manufacturing Used the software for: 1-2 years ### "General Review" February 14, 2020 4.0 Overall, good experience 10 out of 12 months. there may be 2 months where there is a need to troubleshoot issues such as conversations not showing or agents not being added. Pros Ease of use, reports are automated and sent to email Cons Setting up on imap email. Faced some challenges in adding agents. Review Source Response from Time To Reply February 18, 2021 Hi Kian, Thanks for the review. It's great to hear that you're enjoying the product and the scheduled reports. The note on adding IMAP agents is appreciated. We're always working to improve our customer onboarding experience and this feedback is helpful. Best, Team timetoreply HD Halle D. Operations Analyst Financial Services Used the software for: Less than 6 months ### "TimetoReply - the Information I Want and the Information I'm Confused By" February 9, 2021 4.0 Pros I mainly use the software to download message logs so that I can build my own reports and dashboards analyzing email data. Cons I think the default visualizations and the verbiage for their filters and key indicators are a bit confusing. I also don't know the logic behind their KPI's so I'm not sure if I can trust them. Review Source Response from Time To Reply February 18, 2021 Hi Halle, Thanks for the review. Please feel free to reach our to our support team with any questions you have about our reporting. We'd love to tell you more about the logic behind our reporting to make sure you find as much value in our solutions as possible. Best, Team timetoreply JW Jason W. Director, Business Analytics Transportation/Trucking/Railroad Used the software for: Less than 6 months ### "Measure the value of time" March 5, 2019 5.0 It has been a positive experience and gathered valuable information in regards to responding to matters, as well as the volume of e-mails my team encounters Pros Ability to measure teams response time in various functions they are responsible for, as well as e-mail volumes. Cons Some hurdles validating the data initially. Review Source Response from Time To Reply March 8, 2019 Hi Jason Thank you for you review. We'll continue to work to improve our onboarding and data ingestion. Regards Dane BR Breanna R. Director of Performance Human Resources Used the software for: 1-2 years ### "Helpful tool for tracking email metrics" January 11, 2024 4.0 Pros It's oddly difficult to find tools that will track email metrics for Outlook - Time to Reply was the solution we needed to better monitor our SLAs. Cons It's costly for what it does, in my opinion. Review Source DB David B. Customer Service Manager Maritime Used the software for: 1-2 years ### "Timetoreply is helpful!" May 18, 2023 4.0 Pros We want to acknowledge our customers quickly and this product gives us good visibility into how we are doing! Cons Understanding some of the functionality on the website was not intuitive, but eventually we got there. Review Source TS Trevor S. CEO Real Estate Used the software for: 1-2 years ### "Easy to use" March 2, 2023 5.0 Pros Quick easy way to keep tabs on my sales people's response times Cons Nothing it does what it's supposed to Review Source Response from Time To Reply March 16, 2023 Thank you, Trevor. We're happy to see that you've found our software easy to use. That's exactly what we're aiming for! Best, Team timetoreply nM nick M. Team lead finance support Automotive Used the software for: 1-2 years ### "EMAIL" February 9, 2021 4.0 great when its working with stats to drive improvement. can sometimes take some time for updates and enhancements to meet your needs Pros We are steadily using the feature to depict the amount of emails being answeered by individuals and also how many emails are being answered in the <30 and <60 min categories. the groups took some time to get set up and we still have the main group email having emails registered but overall it breaks the product down and allows you to give feedback to your team on the weekly/month position of your email clients service level. Cons set up are sometimes not clear but \[SENSITIVE CONTENT HIDDEN\] in the support team is fantastic when you need some guidance. Review Source Response from Time To Reply February 18, 2021 Hi Nick, Thanks for your review. We appreciate the feedback. Team timetoreply KO Kelly O. Director of AT&T Operations Telecommunications Used the software for: 6-12 months ### "Great e-mail reporting tool" February 9, 2021 4.0 Any time we have had to reach out to support they have been quick to respond or get back to you and resolve the issue. Pros I like that I can pull the team and see their e-mail stats as well as the e-mail productivity. I like that we can view the response times to different select groups if needed as well. Cons There is nothing I can report about the software that I have an issue with at this time. All is working the way I need it to. Review Source Response from Time To Reply February 18, 2021 Hi Kelly, Thanks for the great review! The team loved it. Best, Team timetoreply BC Brian C. Chief Operating Officer Consumer Services Used the software for: 1-2 years ### "Time To Reply" February 5, 2020 4.0 Being in the service industry, we are required to meet certain SLA's for our clients, Time To Reply has helped us to ensure that we are providing the best possible service and meeting the SLA's. Pros Time to reply is fairly easy to setup and to use. The broadcast reporting options work great for our managers who don't have the time to log into a software tool each time they need a report, instead they set their report requirements once and they are done! Cons Our experience with Time To Reply has been good and therefore we do not have any cons to speak of. Review Source Response from Time To Reply February 7, 2020 Hi Brian Thank you for taking the time to leave a review. Best, JS Jennifer S. Operations Management Information Technology and Services Used the software for: 6-12 months ### "PBS Systems" March 6, 2019 4.0 Fantastic. This software has offered us the opportunity to ensure our clients are getting the customer service we promise! Pros Set-up and execution are super easy. Platform is user friendly, which helps so I am not training Managers on how to use. Cons Having to re-authenticate accounts, and not knowing when they need to be re-authenticated, so I am checking daily to make sure they are online. Review Source FM Frankie M. Manager, Client Experience Financial Services Used the software for: 6-12 months ### "Review of Time to Reply Software" February 9, 2021 4.0 Pros I love the ease and functionality of pulling data into PDF software to share metrics with management and my staff. Cons It may exist and I just don't know how to find it, but would love a feature that even if you select a date range, it can give you the metrics for that date range as well as the daily range. example: I need to run metrics from Jan 1 to Jan 31, however, in that month, I'd like to also look at the daily metrics to see what were peak days for that month's reporting. Review Source Response from Time To Reply February 18, 2021 Hi Frankie, Thanks for the great review! We appreciate your feedback on being able to split the data by day in some of our reports. Definitely, something for our product team to think about. Best, Team timetoreply RR Ryan R. Senior Officer Corporate & Special Accounts Insurance Used the software for: 6-12 months ### "Great Service" February 4, 2021 4.0 Pros Very insightful results. Most pleased with the support and additional features. Cons A few Issues with shared group mailboxes Review Source Response from Time To Reply February 18, 2021 Hi Ryan, Thanks for your review. If you're still having trouble configuring your group mailboxes, please get in touch with our support team via email or live chat. They'd love to help. Best, Team timetoreply PP Paweł P. Customer Service Team Leader Paper & Forest Products Used the software for: 6-12 months ### "Great tool to understand mail inflow and trends" February 17, 2021 5.0 Pros \- complex overview of process flows - helps to understand the trends - helps to manage workload Cons there are no aspect which are not beneficial for me. Review Source Response from Time To Reply February 18, 2021 Thank you for the fantastic score and great review! We're really happy to hear that you're finding so much value in our reporting solutions. Best, Team timetoreply MS Mark S. Director of Customer Experience Food & Beverages Used the software for: 2+ years ### "Exactly what we need" February 4, 2020 5.0 Pros Easy to use and affordable. Good customer support. We measure email response time and this does that perfectly Cons On occasion it hasn't worked for us and we've had to get help with updates. Review Source Response from Time To Reply February 7, 2020 Hi Mark Thank you for the review. We really appreciate your feedback. Best, Dane Similar Products Featured