How to track the first reply for created ticket in Zendesk
If you'd like to track the first reply when creating a ticket from Zendesk admin panel, follow the steps in the instruction.
1 minutes read
What we may help you with?
Why do you need to read/write all user data?
Email Tracking needs read and write access to be able to track the email you send. In this post we explain why the app needs those permissions.
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Why disable Notify all agents of received request trigger
Learn how you can increase the accuracy of tracking email opens by deactivating the Notify all agents of received request trigger.
2 minutes read
How to create a view for read or unread tickets in Zendesk
To filter all tickets that have email that customer haven't read, you can create a view by setting the conditions specified in this instruction.
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Do you track repeated email opens?
If you send an email to which a customer has to go back to multiple times, Email Tracking will only capture the first time they opened and email.
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Can I limit the usage of the app to specific agents?
Limiting the usage to specific agents is possible only after you purchase a subscription. Follow the instruction to learn how to limit usage of the app.
3 minutes read
Email Tracking for Zendesk
