SLA Monitoring for Outlook
Meet your email SLAs, every time
Set reply and close targets for each shared mailbox and priority tag. Emailgistics alerts managers when email waits too long and tracks every SLA on real-time dashboards, all inside Outlook.
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What is SLA monitoring for shared mailboxes?
SLA monitoring measures how quickly your team replies to and closes email against the targets you have promised. Emailgistics tracks every email in your Outlook shared inbox, alerts managers when one waits too long and lets you monitor compliance in real time, with no ticketing system needed.
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1. Set
Set reply and close targets by mailbox or tag
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2. Alert
Managers get an email when a message waits too long
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3. Report
Real-time dashboards show where you stand
Catch slow replies before customers chase them
In a shared mailbox on its own, nobody knows an email is waiting until the customer writes again. Emailgistics message alerts tell you first:
- Choose how long an email can wait unanswered
- Alert the managers who can act on it
- Repeat the alert on a schedule you set
Give your most important email tighter SLAs
Not every email can wait an hour. Any tag can carry its own SLA, so priority email is measured against a tighter target:
- Reply and close SLAs for urgent or VIP email
- The tightest SLA applies when tags overlap
- A separate alert for each tag you choose
See every SLA on a real-time dashboard
Build a dashboard around the numbers your team is measured on, and back it up with reports when leadership asks:
- Add, arrange and remove gauges in a few clicks
- Inside Reply and Inside Close SLA, updated in real time
- Service level reports on compliance over time
“By using Emailgistics, we have been able to set targets for response times and have proof that we are meeting those goals.”
McPherson Oil cut its average reply time from over a day to 1 hour 20 minutes with Emailgistics
Rated 4.7/5 on G2
SLA tracking without a ticketing system
A shared mailbox alone has no targets or alerts. A ticketing system has both, but moves email out of Outlook. Emailgistics gives you SLAs where your team already works.
| Feature |  Inside Outlook | Outlook on its own | Help desk |
|---|---|---|---|
| Response time targets | No targets | ||
| Alerts when email waits too long | Customers notice first | ||
| SLAs and alerts by tag | |||
| Compliance reports | Manual spreadsheets | ||
| Email stays in Outlook | Email becomes a ticket | ||
| No new tool for your team | New app to learn |
SLA monitoring features built for shared mailboxes
Everything your managers need to set targets, catch slow replies and prove your service levels.
Message alerts
Email the right managers when a message passes its target.
SLAs by tag
Hold urgent or VIP email to its own, tighter reply and close SLAs.
Real-time dashboards
Build dashboards from SLA, workload and oldest-message gauges.
Service level reporting
Share compliance, breach rates and response times with leadership.
Alert Detail Report
Review every alert that fired, with full context, to find where delays start.
Mailbox schedules
Count SLA time only during open hours, in each mailbox’s time zone.
Get started with SLA monitoring
Message alerts and the live dashboard are on every plan. Pro adds tag alerts and service level reports.
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Set mailbox hours
Add each mailbox’s schedule and time zone, so only open hours count.
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Set your targets
Choose reply and close targets for each mailbox, and tighter ones by tag.
- 3
Add alerts
Choose who is alerted when an email waits past its limit, and how often.
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Watch and review
Follow the dashboard live and review service level reports any time.
SLA monitoring measures how quickly your team replies to and closes shared mailbox email against the targets you have promised. Emailgistics tracks every email inside Microsoft 365 and alerts managers when one waits too long.
You choose how long an email can wait unanswered, who should hear about it and how often the alert repeats. When a message passes that limit, Emailgistics emails the recipients you chose.
Yes. Add the gauges you care about, drag them into place and remove the rest. Each gauge tracks a different metric, and SLA gauges such as Inside Reply SLA update in real time.
Yes. Any tag can have its own reply and close SLA, so Urgent email can be held to 30 minutes while general email gets a day. If an email has several tags, the tightest SLA applies, and dashboards and reports measure each email against its own target. Tag alerts can notify managers sooner, and automation can tag email as it arrives. SLAs by tag are included in Pro and Enterprise.
No. An Outlook shared mailbox has no response time targets, alerts or SLA reports, so delays usually surface when a customer follows up. Emailgistics adds all three without moving your mailboxes.
Yes. Emailgistics tracks targets, sends alerts and reports compliance while email stays in Outlook. Your team does not convert email into tickets or learn a separate help desk.
Service level reporting shows reply and close compliance, breach rates and response times for each mailbox over any period, measuring each email against its mailbox or tag SLA. Real-time dashboards show where you stand today.
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