{"id":249304,"date":"2021-02-26T00:00:00","date_gmt":"2021-02-26T00:00:00","guid":{"rendered":"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/"},"modified":"2025-06-14T13:16:41","modified_gmt":"2025-06-14T13:16:41","slug":"best-customer-service-software-for-managing-emails","status":"publish","type":"post","link":"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/","title":{"rendered":"Best customer service software for managing emails in 2025"},"content":{"rendered":"<p><span style=\"font-weight: 400;\">Some companies have a ticketing system for customer service. Some have live chats, and some rely heavily on emails.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">If your customer service is email-based, you\u2019ll need customer service software that will let you <a href=\"https:\/\/emailmonday.com\/\">manage your emails<\/a> effectively.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Here\u2019s a list of some of the best customer service software for managing emails that we\u2019ve tested for performance, user-friendliness, and functionality.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Let\u2019s dig in.<\/span><\/p>\n<div id=\"ez-toc-container\" class=\"ez-toc-v2_0_75 ez-toc-wrap-left counter-hierarchy ez-toc-counter ez-toc-grey ez-toc-container-direction\">\n<div class=\"ez-toc-title-container\">\n<p class=\"ez-toc-title ez-toc-toggle\" style=\"cursor:pointer\">Table of Contents<\/p>\n<span class=\"ez-toc-title-toggle\"><a href=\"#\" class=\"ez-toc-pull-right ez-toc-btn ez-toc-btn-xs ez-toc-btn-default ez-toc-toggle\" aria-label=\"Toggle Table of Content\"><span class=\"ez-toc-js-icon-con\"><span class=\"\"><span class=\"eztoc-hide\" style=\"display:none;\">Toggle<\/span><span class=\"ez-toc-icon-toggle-span\"><svg style=\"fill: #999;color:#999\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" class=\"list-377408\" width=\"20px\" height=\"20px\" viewBox=\"0 0 24 24\" fill=\"none\"><path d=\"M6 6H4v2h2V6zm14 0H8v2h12V6zM4 11h2v2H4v-2zm16 0H8v2h12v-2zM4 16h2v2H4v-2zm16 0H8v2h12v-2z\" fill=\"currentColor\"><\/path><\/svg><svg style=\"fill: #999;color:#999\" class=\"arrow-unsorted-368013\" xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"10px\" height=\"10px\" viewBox=\"0 0 24 24\" version=\"1.2\" baseProfile=\"tiny\"><path d=\"M18.2 9.3l-6.2-6.3-6.2 6.3c-.2.2-.3.4-.3.7s.1.5.3.7c.2.2.4.3.7.3h11c.3 0 .5-.1.7-.3.2-.2.3-.5.3-.7s-.1-.5-.3-.7zM5.8 14.7l6.2 6.3 6.2-6.3c.2-.2.3-.5.3-.7s-.1-.5-.3-.7c-.2-.2-.4-.3-.7-.3h-11c-.3 0-.5.1-.7.3-.2.2-.3.5-.3.7s.1.5.3.7z\"\/><\/svg><\/span><\/span><\/span><\/a><\/span><\/div>\n<nav><ul class='ez-toc-list ez-toc-list-level-1 ' ><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-1\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#HelpScout_%E2%80%93_Best_for_Shared_Inbox_Management\" >HelpScout \u2013 Best for Shared Inbox Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-2\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pros_and_Cons\" >Pros and Cons:<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-3\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pros\" >Pros<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-4\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Cons\" >Cons<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-5\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pricing\" >Pricing:<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-6\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Zendesk_%E2%80%93_Best_for_Customer_Support_with_Email_Management\" >Zendesk \u2013 Best for Customer Support with Email Management<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-7\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pros_and_Cons-2\" >Pros and Cons:\u00a0<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-8\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pros-2\" >Pros<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-9\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Cons-2\" >Cons\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-10\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pricing-2\" >Pricing:<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-11\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Drag_%E2%80%93_Best_for_Gmail-Based_Customer_Support_Service\" >Drag \u2013 Best for Gmail-Based Customer Support Service<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-12\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pros_and_Cons-3\" >Pros and Cons:<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-13\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pros-3\" >Pros<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-14\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Cons-3\" >Cons<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-15\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pricing-3\" >Pricing:<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-16\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#timetoreply_%E2%80%93_Best_for_Performance_Metrics\" >timetoreply &#8211; Best for Performance Metrics<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-17\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pros_and_Cons-4\" >Pros and Cons<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-18\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pros-4\" >Pros<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-19\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Cons-4\" >Cons\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-20\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pricing-4\" >Pricing<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-21\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Freshdesk_%E2%80%93_Best_for_Managing_Support_Tasks_through_a_Ticketing_System\" >Freshdesk &#8211; Best for Managing Support Tasks through a Ticketing System\u00a0<\/a><ul class='ez-toc-list-level-3' ><li class='ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-22\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pros-5\" >Pros<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-23\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Cons-5\" >Cons\u00a0<\/a><\/li><li class='ez-toc-page-1 ez-toc-heading-level-3'><a class=\"ez-toc-link ez-toc-heading-24\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#Pricing-5\" >Pricing:\u00a0<\/a><\/li><\/ul><\/li><li class='ez-toc-page-1 ez-toc-heading-level-2'><a class=\"ez-toc-link ez-toc-heading-25\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/#To_Conclude\" >To Conclude<\/a><\/li><\/ul><\/nav><\/div>\n<h2><span class=\"ez-toc-section\" id=\"HelpScout_%E2%80%93_Best_for_Shared_Inbox_Management\"><\/span><b>HelpScout \u2013 Best for Shared Inbox Management<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Shared inboxes can be a hassle to manage. It\u2019s hard keeping everyone on the same page, especially when they are multiple people working on multiple tickets. Not to mention, performance tracking is another nightmare. You wouldn\u2019t know how many tickets or problems one salesperson resolved.<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.helpscout.com\/\">HelpScout<\/a> solves this problem by letting you keep track of all your support requests in a shared inbox. You can use the tool to:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Organize Communication: <\/b><span style=\"font-weight: 400;\">Whether with teams or with customers, you can organize communication by automating workflows. You can send teammates private notes, create a library of saved replies for instant response, tag customer conversations and make sure your entire team can view and respond to customer tickets \u2013 allowing everyone to be on the same page.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Integration with Applications:<\/b><span style=\"font-weight: 400;\"> You don\u2019t always have to have the HelpScout dashboard kept open. With easy integration to platforms like Slack, Jira, HubSpot, and a dozen other applications, your teams will get real-time notification of any new customer service request.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Improved Efficiency with Automation:<\/b><span style=\"font-weight: 400;\"> Modern tools are not effective if they don\u2019t allow for automation. HelpScout lets you save replies to common questions. Eventually, you can use those common questions and replies to form your knowledge base.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Pros_and_Cons\"><\/span><span style=\"font-weight: 400;\">Pros and Cons:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<table>\n<tbody>\n<tr>\n<td style=\"text-align: center;\">\n<h3><span class=\"ez-toc-section\" id=\"Pros\"><\/span>Pros<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<td style=\"text-align: center;\">\n<h3><span class=\"ez-toc-section\" id=\"Cons\"><\/span>Cons<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Best for customers who are managing customer service only via email.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Lack of interface customization.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Integration with a host of applications.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Noticeable limitations with integrations<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Real-time updates on support tickets.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Document management needs better capabilities.<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Affordable pricing\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Possible complications in setting up automatic workflows\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">User-friendly interface<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Mobile app needs improvement.<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><span class=\"ez-toc-section\" id=\"Pricing\"><\/span><span style=\"font-weight: 400;\">Pricing:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">It starts at $10.00 per month, per user. There is a free trial\u2014no free version.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Zendesk_%E2%80%93_Best_for_Customer_Support_with_Email_Management\"><\/span><b>Zendesk \u2013 Best for Customer Support with Email Management<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/www.zendesk.co.uk\/\">Zendesk<\/a> needs no introduction. It\u2019s one of the most widely used customer service software for managing emails, used by brands like Uber, Venmo, Shopify, and 150,000+ businesses. Companies that use emails to manage customer service find Zendesk the perfect tool to streamline the support process.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With Zendesk, you can:<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Connect All of Your Data Sources: <\/b><span style=\"font-weight: 400;\">Whenever a customer contacts you for support, your team gets a complete overview of your customer\u2019s information allowing you to resolve queries while staying informed.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Set of Tools for Support Team: <\/b><span style=\"font-weight: 400;\">Timely communication &amp; collaboration between agents is the key to effective customer service. Custom views, built-in SLAs, and native mobile apps allow agents to respond to customer requests in real-time.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Flexible &amp; Customizable Solution: <\/b><span style=\"font-weight: 400;\">Every business may differ when it comes to making the best use of customer service software, which is why Zendesk may be the most helpful choice. You can get customizable solutions that work specifically for your business model.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Pros_and_Cons-2\"><\/span><span style=\"font-weight: 400;\">Pros and Cons:\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<table>\n<tbody>\n<tr>\n<td>\n<h3 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Pros-2\"><\/span><b>Pros<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<td>\n<h3 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Cons-2\"><\/span><b>Cons\u00a0<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Omni-channel abilities. Get an overview of all support channels used for communicating with the customer.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Difficulty in set-up simply because of the plethora of features.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Can be customized as per business needs.<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">High price tag<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Offers excellent integration options, especially with Salesforce.<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Best features only available at higher pricing tiers.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Powerful automation for ticket distribution<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Additional purchases need to be made for reporting.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Transparent communication controls for effective communication with customers and within teams.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Inability to view tickets submitted by agents<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><span class=\"ez-toc-section\" id=\"Pricing-2\"><\/span><span style=\"font-weight: 400;\">Pricing:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The basic plan starts at $5\/month\/agent; however, your plan may start from $89\/agent\/month if you&#8217;re a mid to large enterprise. It\u2019s best to speak to them to discover which plan may suit your business purpose best.<\/span><\/p>\n<h2><\/h2>\n<h2><span class=\"ez-toc-section\" id=\"Drag_%E2%80%93_Best_for_Gmail-Based_Customer_Support_Service\"><\/span><b>Drag \u2013 Best for Gmail-Based Customer Support Service<\/b><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Most customer service starts from email, specifically from Gmail. If you\u2019ve got a large chunk of your support tickets coming from Gmail, you\u2019ll find <a href=\"https:\/\/www.dragapp.com\/customer-success\/\">Drag<\/a> a good solution.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Drag works like most other customer service software for managing emails, where you can manage shared emails like support@, manage help desk tickets in Gmail, collaborate with teammates, and automate tasks.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Drag is it\u2019s solely designed for Gmail, allowing you to:\u00a0<\/span><\/p>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Integrate a Support Dashboard Within Your Gmail: <\/b><span style=\"font-weight: 400;\">Drag turns your Gmail dashboard into your team\u2019s workspace, meaning you get to manage your support without leaving Gmail.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Shared Project Management Boards: <\/b><span style=\"font-weight: 400;\">Let everyone on your team stay on the same page with shared project management boards. Your teams can collaborate, communicate and prioritize support tasks without using multiple tools or help desk systems.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>Google Calendar Integration: <\/b><span style=\"font-weight: 400;\">Make it easier to keep track of calls and meetings with a Google Calendar Integration.<\/span><\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Pros_and_Cons-3\"><\/span><span style=\"font-weight: 400;\">Pros and Cons:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<table>\n<tbody>\n<tr>\n<td>\n<h3 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Pros-3\"><\/span>Pros<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<td>\n<h3 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Cons-3\"><\/span>Cons<span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Easy to use and set up with no additional complications.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Still in the development phase with more improvements in features required.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">User-friendly interface with a focus on shared collaboration.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Limited integrations to third-party platforms.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Integration with Google Calendar<\/span><\/li>\n<\/ul>\n<\/td>\n<td style=\"text-align: center;\">\n<ul>\n<li style=\"text-align: left;\"><span style=\"font-weight: 400;\">No mobile app at the moment.<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">No need to move to another interface.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">A little buggy due to its newness.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Resembles Kanban boards\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Difficult to manage unlimited boards<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><span class=\"ez-toc-section\" id=\"Pricing-3\"><\/span><span style=\"font-weight: 400;\">Pricing:<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">There\u2019s a <\/span><b>Forever Free <\/b><span style=\"font-weight: 400;\">version that allows one inbox with 10 boards. The paid version starts with $8\/user\/month with unlimited shared inboxes and boards.\u00a0<\/span><\/p>\n<h2><\/h2>\n<h2><span class=\"ez-toc-section\" id=\"timetoreply_%E2%80%93_Best_for_Performance_Metrics\"><\/span><strong>timetoreply &#8211; Best for Performance Metrics<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Most customer service software is limiting in terms of performance reporting. You can\u2019t see which of your agents are responding on time. You can\u2019t calculate the average email response time to customer queries. Most importantly, you can\u2019t evaluate the performance of your customer service team.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/timetoreply.com\/\">timetoreply is customer service software<\/a> that helps your customer service\/success team improve their responsiveness over email. With timetoreply you can:\u00a0<\/span><\/p>\n<ul>\n<li aria-level=\"1\"><b>Measure and Improve Average Response Time: <\/b><span style=\"font-weight: 400;\">Your average response time is a measure of how long it takes your team to respond to leads or customers. Most customer service software does not have average time response metrics, which is extremely important for evaluating support and sales performance.\u00a0<\/span><\/li>\n<li aria-level=\"1\"><b>Manage Support and Sales Teams: <\/b><span style=\"font-weight: 400;\">This is the only tool that allows you to manage both departments under one platform with the teams&#8217; tool. You\u2019ll never miss a lead or a customer email again.\u00a0<\/span><\/li>\n<li aria-level=\"1\"><b>Manage Shared and Individual Inboxes: <\/b><span style=\"font-weight: 400;\">timetoreply works for Outlook, Gmail, Yahoo, MS Exchange, and IMAP. You can also easily manage shared inboxes while keeping track of your agent\u2019s performance and each agent&#8217;s average response time in relation to the shared inbox. This enables you to see who is doing the lion&#8217;s share of the work.<\/span><\/li>\n<li aria-level=\"1\"><strong>Get Real-Time Alerts: <\/strong>timetoreply is the only <a href=\"\/email-analytics-software\/\">email analytics<\/a> tool on the market that enables you and your team to get real-time alerts when a priority email has been waiting for a response for too long.<\/li>\n<li aria-level=\"1\"><strong>See the average time to close and close conversations from the inbox itself: <\/strong>timetoreply&#8217;s close conversation app extension turns your team&#8217;s inbox into a ticketing system, allowing them to mark conversations as closed once resolved. As am<\/li>\n<\/ul>\n<h2><span class=\"ez-toc-section\" id=\"Pros_and_Cons-4\"><\/span><span style=\"font-weight: 400;\">Pros and Cons<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<table>\n<tbody>\n<tr>\n<td>\n<h3 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Pros-4\"><\/span><b>Pros<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<td>\n<h3 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Cons-4\"><\/span><b>Cons\u00a0<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">User-friendly interface with a great support team.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">The onboarding process can be improved.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Multiple tools catering to remote work teams, sales, and support teams.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Difficulty in setting up filters for specific tasks.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Can be connected with multiple email platforms.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">The interface may be difficult to set up in the beginning.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Measure performance of emails and agents at an individual and group level.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Report lingo is not as intuitive.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Detailed reporting and performance insights.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">The support team could be a bit more active.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><span class=\"ez-toc-section\" id=\"Pricing-4\"><\/span><span style=\"font-weight: 400;\">Pricing<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Plans <a href=\"https:\/\/portal.timetoreply.com\/auth\/register-try-free\">start at $15 per mailbox per month with a 15 day free trial<\/a><\/span>.<\/p>\n<h2><\/h2>\n<h2><span class=\"ez-toc-section\" id=\"Freshdesk_%E2%80%93_Best_for_Managing_Support_Tasks_through_a_Ticketing_System\"><\/span><strong>Freshdesk &#8211; Best for Managing Support Tasks through a Ticketing System\u00a0<\/strong><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\"><a href=\"https:\/\/freshdesk.com\/\">Freshdesk<\/a> is a cloud-based customer service software that turns omnichannel requests (phone, chat, mail, web, into easily-manageable tickets. Unlike other platforms, Freshdesk uses a ticket management system to streamline and automate support tasks.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">With Freshdesk, you can:\u00a0<\/span><\/p>\n<p><b>Prioritize Tickets: <\/b><span style=\"font-weight: 400;\">With the ticketing system, you can prioritize tickets based on keywords and assign them to specific agents and groups. This allows for better team collaboration and agent productivity.\u00a0<\/span><\/p>\n<p><b>Create Canned Responses: It makes<\/b><span style=\"font-weight: 400;\">\u00a0it easy for your agents to respond to general queries with canned responses. All they need to do is save replies on tickets and reuse them.\u00a0<\/span><\/p>\n<p><b>Handle Tickets Smartly: <\/b><span style=\"font-weight: 400;\">Want to merge multiple tickets into one? Want to check which tickets to see first? The tool allows you to share ownership of tickets, split tickets into sub-tickets, and much more.\u00a0<\/span><\/p>\n<table>\n<tbody>\n<tr>\n<td>\n<h3 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Pros-5\"><\/span><b>Pros<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<td>\n<h3 style=\"text-align: center;\"><span class=\"ez-toc-section\" id=\"Cons-5\"><\/span><b>Cons\u00a0<\/b><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">A feature-rich application that allows for automation, visibility, collaboration &amp; performance management.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">It might have too many options that may be overwhelming for a user simply looking for an easy management system.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">User-friendly interface and easy-to-use filters.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">It is expensive if you want to use high-tier options.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Smooth integration with Jira and other platforms.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Customer support seems lacking.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Dedicated App for mobile use.<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Dashboard and analytics are available only on most expensive plans.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<tr>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Track interactions with customers &amp; get consolidated overviews of information.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<td>\n<ul>\n<li><span style=\"font-weight: 400;\">Hard to configure automation rules.\u00a0<\/span><\/li>\n<\/ul>\n<\/td>\n<\/tr>\n<\/tbody>\n<\/table>\n<h3><span class=\"ez-toc-section\" id=\"Pricing-5\"><\/span><span style=\"font-weight: 400;\">Pricing:\u00a0<\/span><span class=\"ez-toc-section-end\"><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Free-for-life option with basic features. Paid plan starts at $15\/agent\/month.\u00a0<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"To_Conclude\"><\/span><span style=\"font-weight: 400;\">To Conclude<\/span><span class=\"ez-toc-section-end\"><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Your choice of email-based customer service software depends on your business requirements, budget, and end goals. For new businesses, it\u2019s always recommended to go with a less costly solution. Mid or enterprise-level businesses should opt for powerful platforms like timetoreply.\u00a0<\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Some companies have a ticketing system for customer service. Some have live chats, and some rely heavily on emails. If your customer service is email-based, you\u2019ll need customer service software&#8230;<\/p>\n","protected":false},"author":10,"featured_media":249886,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"cos_headline_score":0,"cos_seo_score":0,"cos_headline_text":"Best customer service software for managing emails in 2025","cos_headline_has_been_analyzed":false,"cos_last_analyzed_headline":[],"footnotes":""},"categories":[4],"tags":[],"class_list":["post-249304","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog-2"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v25.7.1 (Yoast SEO v25.7) - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Best customer service software for managing emails in 2025 - timetoreply<\/title>\n<meta name=\"description\" content=\"Here\u2019s a list of some of the best customer service software for managing emails that we\u2019ve tested for performance, user-friendliness, and functionality.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Best customer service software for managing emails in 2025\" \/>\n<meta property=\"og:description\" content=\"Here\u2019s a list of some of the best customer service software for managing emails that we\u2019ve tested for performance, user-friendliness, and functionality.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/\" \/>\n<meta property=\"og:site_name\" content=\"timetoreply\" \/>\n<meta property=\"article:published_time\" content=\"2021-02-26T00:00:00+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2025-06-14T13:16:41+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/timetoreply.com\/wp-content\/uploads\/2021\/03\/4.png\" \/>\n\t<meta property=\"og:image:width\" content=\"1280\" \/>\n\t<meta property=\"og:image:height\" content=\"853\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Athenkosi Tshiki\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Athenkosi Tshiki\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/\",\"url\":\"https:\/\/timetoreply.com\/blog\/best-customer-service-software-for-managing-emails\/\",\"name\":\"Best customer service software for managing emails in 2025 - 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