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Badger3k
We Don't Need No Stinkin Badgers
Premium Member
join:2001-09-27
Franklin, OH

Badger3k

Premium Member

Email response tracking?

Anyone have any experience with email response tracking software? Something that can monitor how long it took for someone to reply to an email? Anything built in to Exchange (Office 365) that can do it?

Nightfall
My Goal Is To Deny Yours
MVM
join:2001-08-03
Grand Rapids, MI

Nightfall

MVM

Are you looking at it for internal help desk in IT or something? We use spiceworks to keep track of replies and how fast we complete things.

Badger3k
We Don't Need No Stinkin Badgers
Premium Member
join:2001-09-27
Franklin, OH

Badger3k

Premium Member

No, but that's what a lot of hits returned. Some type of ticketing system that ingested the emails which kept track of replies. It's for a client (Shipping/Trucking company). I suspect looking for technology to take care of a personnel issue.

Delivery reports in from ECP may provide some more information but it would have to be on specific emails not a broad overview of average response time to emails coming in.
AsherN
Premium Member
join:2010-08-23
Thornhill, ON

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said by Badger3k:

Anyone have any experience with email response tracking software? Something that can monitor how long it took for someone to reply to an email? Anything built in to Exchange (Office 365) that can do it?

Not easy, but going through the Exchange logs will show the email hitting the inbox, and the reply going out. I guess you could sort the logs by subject to re-create the Outlook 'conversation' mode.

nightdesigns
Gone missing, back soon
Premium Member
join:2002-05-31
AZ

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If it's exchange, can you give youself access permissions to their email box and just look at what goes in and out when? A bunch of us share a mail box and can see what was replied to and when.
mikefxu
join:2004-10-05
Titusville, FL

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Journal the persons mailbox then view the journal mailbox in conversation mode.

Badger3k
We Don't Need No Stinkin Badgers
Premium Member
join:2001-09-27
Franklin, OH

Badger3k

Premium Member

Got some more clarification and this isn't what I thought it was. They are looking to gather actual metrics on 3 distribution groups. Average reply time, number of emails unanswered, how many emails each group receives daily/monthly/yearly, and how many emails his people are sending.

Definitely not something the built in stuff can deal with.
snowsam
join:2001-04-11
Signal Mountain, TN

snowsam

Member

Something like this: »www.emailtopia.com/produ ··· software ?

Badger3k
We Don't Need No Stinkin Badgers
Premium Member
join:2001-09-27
Franklin, OH

Badger3k

Premium Member

Thanks, I will take a look at that one.
snowsam
join:2001-04-11
Signal Mountain, TN

snowsam

Member

Here is another "comprehensive" solution. It is probably more expensive than the one I found before and is not integrated into outlook/exchange.

Egain Email:
»www.egain.com/products/email/

I'm still looking for more.

dennismurphy
Put me on hold? I'll put YOU on hold
Premium Member
join:2002-11-19
Parsippany, NJ

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Kana Response.

Www.kana.com
snowsam
join:2001-04-11
Signal Mountain, TN

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SharedInboxMind:
Shared Mailbox Workflow, Analytics & Reporting

»www.messagemind.com/prod ··· ared.php

Badger3k
We Don't Need No Stinkin Badgers
Premium Member
join:2001-09-27
Franklin, OH

Badger3k

Premium Member

Thank you dennismurphy See Profile & snowsam See Profile.