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Email Tracking Settings Page Explained

This short guide is for you to understand the basic Email Tracking setting options and what each of them implies.

The Settings page - on the left

First, click on the Settings icon in the app's left-hand sidebar to change its parameters. There are some switch buttons on the left side of the page, so let's scope them out:

The Settings Page On The Left

Enable PUSH notifications - when this setting is enabled, you will receive the on-screen notification about each opened email. It is primarily needed as you will be able to answer or follow up with customers within the shortest time frame. You will also have to enable browser notifications for this setting to work.

Enable PUSH Notifications

Enable Private Notes for mail tracks - if you turn this option on, Email Tracking will create a Private Note within the ticket with the information concerning the ticket opening. Namely, the info about the exact time of your response was received and opened. If you disable this feature, the Private note won’t be created. However, you’ll still be able to distinguish between the seen and unseen emails by creating a specific ticket view or checking its tags or custom fields.

Enable Private Notes For Mail Tracks

Internal notes can be delivered with a slight delay. It happens to reduce the API limits' overloading. At the same time, all the necessary information you will find in the app's sidebar because it updates immediately. More info here.

Enable Comment Body for private note of tracked mail - with this one enabled, you will be able to see all the details about the time your ticket comment was sent and opened together with the comment body. If you disable the setting, you will still receive the private note with the comment sent and opened time, but without its body. Pay attention that the app shows only the first 200 symbols of a text message.

Enable Comment Body For Private Note Of Tracked Mail

Enable Private Notes for link tracks - if you have this setting on, the app creates an internal note that appears in the ticket after a receiver follows a shared link. Besides, you can view how long it took for a requester to follow the link and at what time a link was sent and opened. If you want to turn off the internal notes for email tracking or/and link tracking, all statistics are still retained in the ticket statistics area.

Enable Private Notes For Link Tracks

Enable Comment Body for private note of tracked link - the previous screenshot depicts how the read receipt for a URL will look when this setting is off. If enabled, the internal note will contain the comment body with a text you sent to a requester. Pay attention that the app shows only the first 200 symbols of a text message.

Enable Comment Body For Private Note Of Tracked Link

Use 12-hour time format in the private notes - allows agents to switch between 12-hour time format and 24-time format inside private notes.

Use 12 hour Time Format

Disable tracking for EU recipients - it is meant for the application to comply with GDPR. The tracking for audiences from the EU will be turned off so that you won't violate the privacy regulations implied.

Do not track email opens of California residents to stay compliant with CCPA - it is meant for the application to comply with CCPA. The application won't track emails sent to California citizens, so you won't break the state statute.

Send report - with this setting enabled, you allow the plugin to collect your application data and send the report to our team so that we can identify any possible issues and contact you about them proactively.

Manage blacklisted IPs - views from these IPs won't be tracked as the email opens. However, we have a separate detailed guide for those wondering what blacklisted IPs are and why you need those.

Manage Blacklisted IPs

The Settings page - on the right

The Settings Page On The Right

Select Email to Track - you can select triggers to track email opens from your Agent Workspace. Notify requester of received request and Notify requester of comment update are necessary to turn on if you need to track the reply opens in the Agent Workspace. Also, activate other triggers if they send emails. Otherwise, the tracking will just not work.

Also, if they are disabled, you will receive a notification with a suggestion to enable triggers in the Settings menu every time you view a ticket.

Process User List Sorted By Orgs

Select ticket view - is also available in the Settings menu. You can choose specific ticket views to display the Unseen and Seen emails in them. The Unseen/Seen column is always shown on the left side in the Zendesk Views tab.

Select Ticket View

Select special agents to view advanced statistics with a full set of options - this means there’s an option to give admin roles to your agents without leaving the Settings page. Just select the specific agents from the drop-down list to grant them access to advanced statistics in Email Tracking.

Select User. Here is a brief description of the purpose of this option.

If you use agent time tracking or performance management tools such as Kaizo, you may face the following situation. For instance, let's take two agents, Agent 'A' and Agent 'B.' Agent's 'A' shift lasts from 9 to 5, and the agent sends an email to the requester during their work time. But the receiver opened that email after 5 pm when Agent's 'A' shift had ended. Consequently, the internal note came from agent 'A,' and a performance tracking tool recognized this agent as active. But in fact, Agent 'B' was the receiver of the note.

The mentioned case causes statistics mistakes, so we found a way to integrate your time performance tools with the Email Tracking app. Just select another receiver in the drop-down field. Note that Auto means that the app chooses the agent who sent the comment.

Track CCs and followers - switch the toggle to enable the tracking of email openings by CCs and followers. However, you need to perform more actions to switch on this option. Read the clear guidance about it.

Create replied trigger - enable the option to activate the Replied counter on the Settings page. Replied block shows the quantity of answered emails on the Statistics page.

Create Replied Trigger

And that’s it for the Email Tracking Settings page! If something is unclear or you have any additional questions, make sure to contact our super-helpful support agents.

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