Emailgistics for Customer Service Teams
Every customer email owned
Orders, refunds and account questions all land in shared mailboxes. Emailgistics gives every email one owner, keeps answers consistent and alerts leads before a customer has to chase you, inside Outlook.
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10,000+
people use Emailgistics
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400+
organizations rely on it
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4.7/5
rating on G2
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< 1 hour
to go live, no migration
How do customer service teams manage shared mailboxes?
Busy weeks bury whoever opens the inbox first, customers get different answers, and unanswered email turns into calls and bad reviews. Emailgistics balances every email across agents, alerts leads when a target is missed and reports on reply times. AI summarizes long threads and drafts replies from your knowledge base, all inside Outlook.
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Assign
Every support email gets one owner on arrival
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Replies
Customer replies go back to the same agent
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Catch up
AI summaries catch you up on long threads
Keep the queue moving at any volume
When volume spikes, the work should spread evenly, not land on whoever is fastest. Emailgistics assigns every new email as it arrives:
- Every new email assigned the moment it arrives
- Max Messages limits so no agent is buried
- Agents who are away or off shift are skipped
Answer the same question the same way
Refunds, returns and account questions repeat all day. Shared templates keep every answer consistent, even across countries:
- Find and insert an approved reply in Outlook
- Edit a template once and every agent has it
- Personalize each reply before it goes out
Know before a customer has to chase you
An email nobody answers becomes a phone call or a bad review. Message alerts tell managers first:
- Set how long an email can wait unanswered
- Alert the team leads who can step in
- Repeat the alert on a schedule you choose
Live in under an hour, with no migration
- 1 Connect your mailboxes
- 2 IT grants consent
- 3 Deploy the Outlook add-in
Plans from $11 per user per month, billed annually. Try it free for 14 days, no credit card.
Customer service teams that run on Emailgistics
Real results from support teams, in their own words.
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95%
faster responses, from over 48 hours to 2, on 700 emails a day
Read the case study“You can see exactly where an email went, who did what with it, and use those insights to train somebody.”
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800+
emails a day at peak, across Australia and New Zealand
Read the case study“It takes 2 minutes to update a template, and it updates for all the agents, so everyone’s always using the same updated version.”
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6h
average close time, with 99% of emails closed within SLA
Read the case study“During onboarding, we showed our users the new features in Outlook. Most didn’t even realize it was a new tool at first.”
Rated 4.7/5 on G2
Emailgistics vs. a shared mailbox alone or a help desk
A shared mailbox alone has no owners or targets. A help desk has both, but moves your team into a new app. Emailgistics adds them inside Outlook.
| Feature |  Inside Outlook | Outlook on its own | Help desk |
|---|---|---|---|
| Work stays in Outlook | Separate app | ||
| One owner per email | Anyone can reply | ||
| Load balancing and limits | |||
| Shared templates | Personal only | ||
| No migration or retraining | New tool to learn | ||
| Email stays in Microsoft 365 | Copied to another system |
Features customer service teams use most
Everything your team needs to answer every customer quickly and consistently.
Round robin and load balancing
Spread new email fairly, skipping anyone away or at their limit.
Shared templates
Approved replies for common questions, updated once for everyone.
SLAs by tag
Tighter targets for urgent tags, with alerts to leads when one is missed.
Previous-owner routing
Customers who write back reach the same agent.
Agent and mailbox reports
Reply and close times for every agent, for fair coaching.
AI summaries and replies
Draft replies from your help articles in your AI knowledge base.
Most support teams answer customers from support@ or help@ shared mailboxes. Emailgistics gives every email one owner, balances the queue, shares approved templates and alerts leads when an email waits too long, without leaving Outlook.
Host and Stay went from response times over 48 hours to about 2. Specsavers handles 100 to over 800 emails a day across two countries. School Outfitters closes 99% of emails within SLA.
Every email is assigned to exactly one owner, so there is nothing for two agents to collide on. Reassign it and ownership moves with it.
Yes. Set reply and close targets for each mailbox, and tighter ones for urgent tags with SLAs by tag. Managers get an email alert when a message passes its target.
Very little. Emailgistics works inside Outlook. At Specsavers, agents needed little if any training, and at School Outfitters most users didn’t realize it was a new tool.
Not for email. A help desk moves your team into a separate app and turns email into tickets. Emailgistics adds assignment, templates and SLAs inside Outlook.
Yes. Emailgistics is SOC 2 Type II certified and HIPAA and GDPR compliant. It works on the shared mailboxes in your Microsoft 365 tenant, so email stays in Exchange Online, and access is limited to the mailboxes you onboard.
Most teams are live in under an hour, with no migration. Book a demo, then try Emailgistics free for 14 days on your own shared mailboxes. No credit card required.
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