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Does Zendesk support read receipts?

Eve
  • Edited

Question

Some email clients support read receipts within emails, to show if an email has been read. How can I set this up in Zendesk, so customers and agents can see if their ticket has been read? 

Answer 

Currently, read receipts are not pulled into Zendesk, for agents or requesters. Natively, the customer won't receive an acknowledgment that the Zendesk ticket has been read. However, setting up read receipts is possible through the app Read Receipts located in the Zendesk apps marketplace.

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11 Comments

  • David Andrews

    Hi!

    We solved this problem! Our app is now live on the Zendesk app marketplace:

    https://www.zendesk.com/apps/support/my-read-receipts/

    Please feel free to use 'FIRSTMONTHFREE' to have the first month for free!

    David

     

    0
  • Jessie Schutz
    Zendesk team member

    Hey David! Congratulations!

    This is fantastic news for a lot of our customers. I'll be sure to feature it in the February Community Roundup!

    0
  • David Andrews

    Hi Jessie,

    Thank you so much!!! We really worked hard on this and are going to be adding more features. I would be willing to create content to discuss how it reduces fraud, increases sales close rate, etc.

    Please feel free to contact me at support at MyReadReceipts.com if you would like any content.

    Thanks again!

    David

     

    1
  • Scott Sorci

    Hi David - 

    I had a question regarding the MyReadReceipts app and pricing. It states on the App page, $1/user per month. Are we able to choose which agents we use this for? 

    i.e. If only two of my agents are doing collections and I only want to use it for them, would it only be $2/ month instead of all of my agents (15) being $15 per month? 

    Thanks! 

    0
  • David Andrews

    Hi Scott,

    When you install the app you have the option to enable role restrictions by agent or group. If you have those 2 agents in a specific group you can restrict access to that specific group. If you have any questions you can contact us at support.

    David

     



    -1
  • David Andrews
    • Edited

    My Read Receipts offers a proven read receipts solution. We currently process over 5 million pixels per day with single digit (in seconds) response times without fail. We are launching email verification, public portal and reporting Q1 2019.

    We are also offering free service until March for new users. You can install the app here:

     https://www.zendesk.com/apps/support/my-read-receipts/ 

    Please use promo code MYREADRECEIPTS to take advantage of this promotion.

    -1
  • McCabe Tonna
    Community Moderator

    Hey everyone,

    Looking to implement this, However, since Read-receipts uses AW, their IP addresses are dynamic.

     

    @Zendesk, do you have a solution to allow API access for an IPs that is not whitelisted?

    0
  • McCabe Tonna
    Community Moderator

    Testing out DeskPark right now; it works! - it does not require open IP. The only access it needs is it's own API key

     

    The "test" was read by my end-user account

    0
  • Benjamin W.

    Hi,

    I have a few questions on the  "My Read Receipts" App:

     

    1) After it is fully set up, is an administrator able to create reports on tickets that have or have not been open? Would this be done at the google analytics page? (assuming id so this would happen by tag)
     
    2) Does the API string have to be manually placed in every ticket we wanted to see a read receipt on?
     
    3) What would a customer (user) see when having this set up on a ticket?
     
    Thanks,
    Ben
    0
  • David Andrews

    Hi Benjamin,

    Answers below:

    1. We allow you to tag unread tickets so you can create views & automations. We are in the process of launching additional new reporting features and are always open to feedback / suggestions.

    2. We use your Notify requester of comment update trigger to automatically append our tag to the responses you wish to track.

    3. The customer sees nothing as the image is invisible. 

    Please let me know if you have any questions. I am happy to get on a screen share and walk you through the process. It takes less than 10 minutes.

    David

     

    0
  • David Andrews

    McCabe Tonna We do not require an open IP you just need to whitelist these AWS Ip Addresses.

    0

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