Quick Overview
- 1#1: EmailAnalytics - Tracks email response times, volume, and productivity metrics for Gmail and Outlook inboxes across teams.
- 2#2: Front - Provides shared inboxes with real-time response time tracking, SLAs, and analytics for customer support teams.
- 3#3: Help Scout - Offers detailed reports on first response times, resolution times, and email performance in a helpdesk platform.
- 4#4: Zendesk - Delivers comprehensive SLA monitoring, response time metrics, and ticketing analytics for enterprise support.
- 5#5: Freshdesk - Monitors agent response times, ticket SLAs, and performance dashboards in a cloud-based helpdesk solution.
- 6#6: Intercom - Tracks messenger and email response times with operator efficiency metrics in a customer messaging platform.
- 7#7: Missive - Enables team email collaboration with built-in stats on response times and inbox productivity.
- 8#8: Hiver - Transforms Gmail into a shared inbox with analytics for tracking email response times and team performance.
- 9#9: Reply.io - Automates sales emails while tracking reply detection times and sequence response rates.
- 10#10: Mixmax - Enhances Gmail with email tracking, scheduling, and productivity insights including response metrics.
These tools were selected based on feature depth, user-friendliness, analytical capabilities, and overall value, ensuring they deliver robust solutions for teams seeking to monitor and improve email response metrics.
Comparison Table
Email response time is a key factor in customer engagement, and selecting the right tracking tool can enhance operational efficiency. This comparison table explores features of tools like EmailAnalytics, Front, Help Scout, Zendesk, Freshdesk, and more, aiding readers in finding the optimal software for their needs.
| # | Tool | Category | Overall | Features | Ease of Use | Value |
|---|---|---|---|---|---|---|
| 1 | EmailAnalytics Tracks email response times, volume, and productivity metrics for Gmail and Outlook inboxes across teams. | specialized | 9.4/10 | 9.6/10 | 9.2/10 | 8.8/10 |
| 2 | Front Provides shared inboxes with real-time response time tracking, SLAs, and analytics for customer support teams. | specialized | 9.2/10 | 9.6/10 | 8.9/10 | 8.7/10 |
| 3 | Help Scout Offers detailed reports on first response times, resolution times, and email performance in a helpdesk platform. | specialized | 8.7/10 | 8.5/10 | 9.2/10 | 8.0/10 |
| 4 | Zendesk Delivers comprehensive SLA monitoring, response time metrics, and ticketing analytics for enterprise support. | enterprise | 8.5/10 | 9.2/10 | 7.8/10 | 7.4/10 |
| 5 | Freshdesk Monitors agent response times, ticket SLAs, and performance dashboards in a cloud-based helpdesk solution. | enterprise | 8.2/10 | 8.5/10 | 9.0/10 | 7.8/10 |
| 6 | Intercom Tracks messenger and email response times with operator efficiency metrics in a customer messaging platform. | enterprise | 8.0/10 | 8.5/10 | 8.2/10 | 7.5/10 |
| 7 | Missive Enables team email collaboration with built-in stats on response times and inbox productivity. | specialized | 8.1/10 | 8.0/10 | 9.2/10 | 7.5/10 |
| 8 | Hiver Transforms Gmail into a shared inbox with analytics for tracking email response times and team performance. | specialized | 8.1/10 | 8.4/10 | 9.2/10 | 7.6/10 |
| 9 | Reply.io Automates sales emails while tracking reply detection times and sequence response rates. | specialized | 7.8/10 | 8.4/10 | 7.2/10 | 7.5/10 |
| 10 | Mixmax Enhances Gmail with email tracking, scheduling, and productivity insights including response metrics. | specialized | 7.6/10 | 7.4/10 | 8.7/10 | 7.1/10 |
Tracks email response times, volume, and productivity metrics for Gmail and Outlook inboxes across teams.
Provides shared inboxes with real-time response time tracking, SLAs, and analytics for customer support teams.
Offers detailed reports on first response times, resolution times, and email performance in a helpdesk platform.
Delivers comprehensive SLA monitoring, response time metrics, and ticketing analytics for enterprise support.
Monitors agent response times, ticket SLAs, and performance dashboards in a cloud-based helpdesk solution.
Tracks messenger and email response times with operator efficiency metrics in a customer messaging platform.
Enables team email collaboration with built-in stats on response times and inbox productivity.
Transforms Gmail into a shared inbox with analytics for tracking email response times and team performance.
Automates sales emails while tracking reply detection times and sequence response rates.
Enhances Gmail with email tracking, scheduling, and productivity insights including response metrics.
EmailAnalytics
specializedTracks email response times, volume, and productivity metrics for Gmail and Outlook inboxes across teams.
Privacy-preserving team response time dashboards with anonymized individual breakdowns and AI-driven performance benchmarks
EmailAnalytics is a comprehensive email analytics platform designed for teams using Gmail and Outlook, specializing in tracking response times, reply rates, and overall email performance metrics. It provides detailed insights into average first response times, resolution times, email volume, and team benchmarks to help optimize communication efficiency. The tool offers customizable dashboards, automated weekly reports, and privacy-focused analytics without reading email content.
Pros
- Precise tracking of first response times, reply speeds, and SLA compliance at individual and team levels
- Seamless integrations with Google Workspace and Microsoft 365
- Automated reports and industry benchmarks for actionable insights
Cons
- Limited to Gmail and Outlook; no support for other email clients
- Pricing scales per user, which can add up for large teams
- Lacks native mobile app for on-the-go monitoring
Best For
Customer support teams, sales departments, and remote workforces seeking to monitor and improve email response times across the organization.
Pricing
Starts at $15/user/month (Basic, annual billing) up to $30/user/month (Pro); free trial available.
Front
specializedProvides shared inboxes with real-time response time tracking, SLAs, and analytics for customer support teams.
Real-time SLA dashboards with automated alerts for response time breaches
Front is a collaborative inbox platform that unifies emails, live chats, SMS, and other channels into a single workspace for team email management. It provides robust email response time tracking through analytics dashboards that monitor first response times, resolution times, SLA compliance, and agent performance metrics. With automation rules and real-time collaboration, it helps teams optimize response efficiency and maintain service levels.
Pros
- Comprehensive analytics for response times, SLAs, and team performance
- Real-time collaboration and multi-channel support
- Powerful automations and integrations for workflow efficiency
Cons
- Premium pricing may deter small teams
- Advanced features require time to master
- Overkill for solo users focused only on basic tracking
Best For
Mid-sized customer support teams needing shared inbox collaboration with detailed response time metrics across channels.
Pricing
Starts at $19/user/month (Basic), $49/user/month (Plus), $99/user/month (Premium), billed annually.
Help Scout
specializedOffers detailed reports on first response times, resolution times, and email performance in a helpdesk platform.
Detailed analytics dashboard with industry benchmarks for response times and agent performance
Help Scout is a customer support platform that converts email inboxes into collaborative workspaces, enabling teams to manage conversations efficiently. It offers detailed reporting on email response times, including first response time, resolution time, and agent-specific metrics through its analytics dashboard. This makes it suitable for tracking and optimizing support performance in email-heavy environments.
Pros
- Intuitive interface with shared inboxes for seamless team collaboration
- Robust reporting on first response time, resolution metrics, and benchmarks
- Automation tools like workflows to enforce response SLAs
Cons
- Not a standalone tracker; overkill for pure response time monitoring
- Advanced SLA and reporting features locked behind higher-tier plans
- Per-user pricing can become costly for larger teams
Best For
Small to mid-sized customer support teams needing integrated email management with response time insights.
Pricing
Starts at $20/user/month (Standard), $49/user/month (Plus), $69/user/month (Pro), billed annually; 15-day free trial.
Zendesk
enterpriseDelivers comprehensive SLA monitoring, response time metrics, and ticketing analytics for enterprise support.
Automated SLA policy enforcement with real-time response time monitoring and violation notifications across email tickets
Zendesk is a comprehensive customer service platform that includes robust email ticketing and response time tracking capabilities through its analytics dashboards and SLA management tools. It monitors key metrics like first reply time, full resolution time, and agent response SLAs for email channels, providing customizable reports and real-time insights. While primarily a full helpdesk solution, it excels in scaling email support operations with automation and integrations.
Pros
- Advanced SLA tracking and automated breach alerts for email responses
- Detailed analytics and customizable dashboards for response time metrics
- Seamless integrations with email providers and 1000+ apps
Cons
- Overkill and complex for teams needing only basic email tracking
- Steep pricing that scales poorly for small teams
- Initial setup requires significant configuration time
Best For
Mid-sized to enterprise support teams handling high-volume email inquiries who need integrated SLA compliance and analytics.
Pricing
Starts at $55 per agent/month (Suite Team plan, billed annually); higher tiers up to $169/agent/month for advanced features.
Freshdesk
enterpriseMonitors agent response times, ticket SLAs, and performance dashboards in a cloud-based helpdesk solution.
Automated SLA policies that dynamically track and notify on email response deadlines across tickets
Freshdesk is a comprehensive customer support platform that converts incoming emails into tickets and provides robust SLA (Service Level Agreement) management to track and enforce response times. It offers automated reporting on metrics like first response time, resolution time, and agent performance through customizable dashboards and analytics. While versatile across multiple channels, its email-specific tracking ensures teams meet SLAs with alerts for breaches and escalations.
Pros
- Advanced SLA automation with breach alerts and escalations
- Intuitive dashboards for real-time response time analytics
- Seamless email-to-ticket conversion with time tracking
Cons
- Overkill and complex for teams needing only basic tracking
- Higher pricing tiers required for advanced SLA features
- Reporting customization limited in entry-level plans
Best For
Growing support teams seeking an all-in-one helpdesk with reliable email response time monitoring.
Pricing
Free plan for basics; paid tiers start at $15/agent/month (Grow), $49 (Pro), $79 (Enterprise), billed annually.
Intercom
enterpriseTracks messenger and email response times with operator efficiency metrics in a customer messaging platform.
Customizable SLA inbox with automated alerts for response time breaches across email and other channels
Intercom is a comprehensive customer messaging platform that integrates email support into a unified inbox alongside chat, SMS, and in-app messaging, allowing teams to monitor and analyze email response times effectively. It offers detailed analytics on metrics like first response time, resolution time, and agent performance, with tools for setting SLAs and automating workflows to improve efficiency. While versatile for multi-channel support, it excels in tracking email responses within larger customer engagement strategies rather than as a standalone email tool.
Pros
- Unified multi-channel inbox simplifies email response tracking across conversations
- Robust analytics and SLA monitoring for precise response time insights
- AI-powered automation and bots reduce average response times
Cons
- High pricing makes it less ideal for email-only tracking needs
- Setup can be complex for teams not using full multi-channel features
- Overkill for small businesses focused solely on basic email metrics
Best For
Growing SaaS and tech companies needing integrated email response time tracking within a broader customer support and engagement platform.
Pricing
Starts at $74/month for Essential plan (billed annually, 1 seat minimum), with Pro at $139/month and higher tiers up to custom Enterprise pricing based on active users.
Missive
specializedEnables team email collaboration with built-in stats on response times and inbox productivity.
Real-time collaborative inbox with automated response time analytics and SLA alerts
Missive is a collaborative team inbox platform that unifies email, chat, SMS, and other channels into a shared workspace for real-time teamwork. It features built-in analytics to track email response times, including average first response time, resolution time, and SLA compliance for conversations. This makes it useful for support, sales, or customer service teams monitoring response performance without needing separate tools.
Pros
- Seamless real-time collaboration on emails and chats
- Integrated analytics dashboard for response time tracking
- Multi-channel support (email, SMS, chat) in one interface
Cons
- Not a dedicated response time tracker, so analytics are basic compared to specialists
- Pricing scales quickly for larger teams
- Limited customization for advanced SLA rules
Best For
Collaborative teams handling customer emails who need lightweight response time tracking alongside communication tools.
Pricing
Starter at $14/user/month (billed annually), Productive at $28/user/month, Advanced at $48/user/month; 30-day free trial available.
Hiver
specializedTransforms Gmail into a shared inbox with analytics for tracking email response times and team performance.
Automated SLA tracking and response time analytics directly within Gmail shared inboxes
Hiver is a Gmail-native email collaboration tool that enables teams to manage shared inboxes while providing detailed analytics for tracking response times, including first response time, resolution time, and SLA compliance. It integrates seamlessly without requiring email forwarding or third-party apps, allowing real-time monitoring of team email efficiency. Primarily designed for customer support and sales teams, it combines collaboration features like email assignments and notes with actionable response time insights.
Pros
- Native Gmail integration with no setup hassle
- Comprehensive analytics dashboard for response times and SLAs
- Strong team collaboration tools like assignments and collision alerts
Cons
- Limited to Gmail (no Outlook support)
- Pricing scales per user, expensive for small teams
- Analytics depth requires higher-tier plans
Best For
Customer support teams using Gmail shared inboxes who need collaborative response time tracking and SLA monitoring.
Pricing
Starts at $15/user/month (billed annually) for basic features; Pro plan at $25/user/month unlocks advanced analytics and SLAs.
Reply.io
specializedAutomates sales emails while tracking reply detection times and sequence response rates.
AI-driven reply detection and sequence optimization based on real-time response time analytics
Reply.io is a comprehensive sales engagement platform that includes robust email response time tracking as part of its multi-channel outreach automation tools. It monitors key metrics like first reply time, average response duration, reply rates, and engagement patterns across email sequences. While powerful for sales teams optimizing outreach, it embeds tracking within broader automation features rather than functioning as a standalone response time tool.
Pros
- Detailed analytics dashboard with precise email response time metrics and reply detection
- Seamless integration with email providers for real-time tracking in automated sequences
- AI-powered insights to optimize timing and improve response rates
Cons
- Overkill for users needing only basic response time tracking without sales automation
- Steep learning curve due to extensive feature set
- Pricing scales quickly for small teams or solo users
Best For
Sales and outreach teams running multi-channel campaigns who want integrated response time tracking to refine engagement strategies.
Pricing
Starts at $49/user/month (billed annually) for Professional plan; higher tiers up to $99/user/month; minimum 3 users, free trial available.
Mixmax
specializedEnhances Gmail with email tracking, scheduling, and productivity insights including response metrics.
Engagement-based auto-follow-ups that trigger based on open/click data to shorten response cycles
Mixmax is a Gmail productivity tool that excels in email tracking, monitoring opens, clicks, and engagement to indirectly measure response times for outbound emails. It enables automated sequences and follow-up reminders triggered by recipient actions, helping sales teams optimize outreach timing. While versatile for personalization and templates, its tracking focuses more on prospect engagement than inbound support SLAs.
Pros
- Intuitive Gmail integration for effortless tracking
- Real-time notifications for opens and clicks
- Automated sequences to enforce response timelines
Cons
- Limited depth in team-wide response time analytics
- Geared toward sales rather than support ticketing
- Higher cost for advanced tracking features
Best For
Sales and outreach teams tracking prospect response times in email campaigns.
Pricing
Free tier available; paid plans start at $29/user/month (Growth), $49/user/month (Business), and custom Enterprise.
Conclusion
Evaluating all 10 tools reveals EmailAnalytics as the top pick, leading with cross-team tracking across Gmail and Outlook for response times and productivity. Front and Help Scout stand out as strong alternatives, with Front excelling in shared inboxes and SLAs, and Help Scout offering detailed helpdesk performance reports—each tailored to specific operational needs.
Take the first step in enhancing your email response management by trying EmailAnalytics, the top-ranked tool, to streamline your workflow and boost efficiency. For different priorities, explore Front or Help Scout as well.
Tools Reviewed
All tools were independently evaluated for this comparison