Does timetoreply cater for a group/shared email address in its reporting? If so, how does that work in terms of attributing which user received the emails?

Yes, If you’re set up to ‘send on behalf of’ a group/shared mailbox then the reply time is attributed to the individual who replies to the message that was received by the group/shared mailbox. If you’re set up to ‘reply as’ then the reply time is attributed to the group/shared mailbox itself.

For best results, we recommend linking both individual and group/shared mailboxes to your account for the most in-depth reporting on email traffic volumes and reply times.