Hey folks, I'm on the hunt for a way to track and analyze email metrics in Outlook (specifically Microsoft 365). I'm looking to get daily, weekly, and monthly reports covering stats like how many emails we receive, how many get sent, the ones that are unanswered, and even the number of spam emails we get. I want to find out things like the top senders and break down emails by subject or keywords. This will be for a customer support inbox in a small company with around 30 people, so any recommendations for tools or add-ins that work well within Outlook or the Microsoft 365 system would be great. I'm particularly interested in free or low-cost options, but I'm open to exploring paid solutions that could be valuable. If you've got experience setting something similar up, what tools or workflows do you recommend for tracking email performance in Outlook?
4 Answers
While there isn’t a built-in solution for this in Outlook, Power BI would be a strong contender if you're in the Microsoft ecosystem. It connects to your Exchange mailbox to get the stats you need, and while it does require some setup, there's no coding involved. Alternatively, check out Email Meter; it’s tailored for tracking performance metrics like response times and top senders. It's affordable and integrates easily with Microsoft 365. Another option is Gistics, which tracks team performance in support contexts. However, if you're really focused on customer support, using dedicated helpdesk software like Zendesk or Freshdesk could make your life easier. They integrate well with Outlook too!
I’ve heard that Desk365 works well within the Microsoft 365 ecosystem. It lets you generate reports on daily incoming emails and other metrics you’re interested in. It's user-friendly and comes at a low cost, so you might want to check it out!
It sounds like what you really need is a customer service ticketing system; those typically provide the metrics you're looking for. Have you considered that route?
You might want to explore using Excel! By leveraging Power Query, you can pull emails from your mailbox, then filter and process the data according to your needs. It's a straightforward solution that can work well for small teams.
I agree! A helpdesk software would provide so much more than just tracking emails, especially for a support team.