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Native Read Receipts

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Joel Watson

Posted Sep 29, 2022

Hi all!

I'd love to have read receipts built into Zendesk without the need for third party applications or extensions. This seems like a pretty core usability feature that should be built into the product. Furthermore, I'd be more comfortable trusting ZD with this feature than a third party.

That aside, third party implementations achieve this by posting internal comments noting when a comment has been read. This is very intrusive to a ticket and takes up a lot of screen real-estate.

Ideally, this would be baked into ZD and would show up in a subtle fashion. For example, a "Seen" indicator next to the ticket comment's timestamp (screenshot achieved by editing HTML on a ticket page to create an example):

Would really love to see this get implemented!

Regards,

-Joel

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8 comments

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    Amisha Sharma

    Zendesk Product Manager

    Hello Joel Watson,

    Thanks for providing feedback. We have implemented the read receipts for chat/messaging channels. How do you like the way the information is surfaced? Would you like to see read receipts on all the other channels as well? Thanks for answering these follow-up questions.

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    Joel Watson

    Hi Amisha Sharma!

    Where are they showing up? Some of our tickets are via email where the end user isn't logging in to view responses – should these read receipts work under those conditions? Not sure if I'm just looking in the wrong spot for them, if we don't have any users who have viewed responses since this was shipped, or what! Looking forward to seeing this in action though.

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    David Durr

    I suggest also adding a feature to allow read receipts for email channels from within the Zendesk ticket itself.

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    Shawna James

    Community Product Feedback Specialist

    Hey David! Thanks for adding in this request. For the sake of clarity and us tracking feedback, if this is a separate feature request, please make a new feedback post in the community detailing your idea. Here is the feedback post template to get you started. Thank you!
     

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    Joel Watson

    Shawna James  How is read receipts on email channels a separate request? That's exactly what I was asking for in the OP.

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    David Durr

    Joel Watson is correct how is it different than OP? 

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    Shawna James

    Community Product Feedback Specialist

    Thanks for clarifying. David's language suggested this was an additional feedback request on top of the OP. If I misread the post, please excuse me! Thank you for sharing your feedback with the Zendesk product team. 

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    Growthdot

    Hi everyone! Wanted to let you know about our Email Tracking for Zendesk. We totally understand the problem of not having native read receipts, so we designed our app to integrate seamlessly into the platform and allow you to track email opens quickly.
    This way, when a customer opens your email, the application automatically updates the ticket's custom 'Seen/Unseen' fields. Also, if you prefer, you can enable browser push notifications or internal comments with detailed info. But if that feels too intrusive, you can easily turn them off.

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