Monitoring email open rate and link clicks

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  • Bill Fanning

    Is there a way to generate a report that shows email views and clicks?

  • Austine Hipol

    Hi BIll,

    On the smart list view (for both Leads and Contacts), you can click on + Field to pull up "Views of My Last Email, "Clicks in My Last Email", "My Emails Without Contact Response" etc.:

    Our support article on the Communication Smart List includes more details on using smart lists for email permanence:

    The Email Outcomes (visualization) report is available on the Enteprise and Elite plan:

    Let me know if you have any other questions!

    Austine Hipol
    Customer Advocate | Zendesk Sell


  • Hello,
    Is there a similar feature in the Zendesk Support pannel? 
    I would appreciate it if someone could help me to find an extension that tracks users' clicking on a link we send in a support ticket.

  • Ahn Letran
    Zendesk Customer Care

    Hello, Natallia!

    Hope you're doing well!

    As of now, this feature isn't available on the Support side of Zendesk, which I agree would be cool if implemented as well. I understand this is not the answer you were hoping for, but you can up-vote this post or create you own feedback here, and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.


    Ahn L. | Customer Support Advocate

  • GrowthDot

    Hi, everyone! We suggest Email Tracking for Zendesk Support. It tracks email opens, shows the best time for a reply, and generates reports with charts and indexes. Soon, we release an update for you to track link opens.


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