Feature Request: Functionality to tell us if the customer has opened/read our response
Sometimes our users have issues that we're working on resolving with them and at a point they just stop responding. They'll then chase us even though we have replied to their last email. It strikes us as though the user isn't receiving our emails. It would be great to see if they have opened/read the emails to understand if maybe we're heading into their spam folder or if they've given up getting to a resolution (also understanding if we're being ignored for those who never respond to us in the first place). Having this available under the events tab would fit well!
I've raised this with our Commercial Account Executive and he has said we're the second customer of Zendesk to raise this feature request to him this week!
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Looks like there has been a need for it for a while looking at this older post: Does Zendesk support read receipts? – Zendesk help
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Thanks for posting that link Charlotte! Yes, as mentioned in that article, there's an app that can deliver this functionality: Read Receipts for Zendesk
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You can download our free trial here:
https://www.zendesk.com/apps/support/read-receipts-for-zendesk/
We have lot of happy customers. We'd love to make you one of them! :)
David
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@... Thanks for adding the link! Clearly I failed at typing (but I've fixed it now) :)
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