How to enable access to Email Tracking app

If you have enough agents in your customer support, you might be curious how to restrict access for some of them or give limited possibilities to manage our app. There are two ways to do this. The first one allows you to restrict access to particular agent groups or roles from the Zendesk Admin Center.

However, the second one is more appropriate if you need to differentiate the access for each agent. For example, you can fully or partially restrict the agents' rights in the app. Moreover, you are allowed to provide full access to some of your agents. Let's overview each way in more detail.

Restrict access from Zendesk’s configuration page

In order to start using the Email Tracking plugin in your Zendesk Support, each agent from your Zendesk instance should enable the application from their profiles. To do so, the agent has to:

1. Go to the Admin Center.
2. Then, open Apps and integrations > Apps > Zendesk Support apps.
3. Find Email Tracking in the list of installed integrations and click the Gear icon.
4. Shift the toggle to enable the app.

Additionally, if you’re an Admin and you’d like to restrict access to the app for certain roles or groups of agents, you can do this on the App settings page. To do so:

1. Go to the Admin Center.
2. Then, open Apps and integrations > Apps > Zendesk Support apps.
3. Find Email Tracking in the list of installed integrations and click the Gear icon.
4. Click the Change Settings button.

Then, fill out the necessary fields with the roles or groups names, and click Update to save the changes.

Restrict access from Email Tracking

To assign different levels of access to agents in the app, you have only to click the Access Control Management icon on the app's sidebar.

Then, you will see a pop-up appear, and the first setting is Configure the default access level for the new agents. When your agents pass the app authorization for the first time, the setting defines what kind of access they will have.

The application proposes three access levels:

1. Full access:

• For users with Zendesk admin rights, this level allows using the app without any restrictions.
• For users with Zendesk agent rights, this level allows them to use the app with certain limitations in the settings configuration (e.g., they cannot set up triggers, etc.) but provides access to complete statistics of all agents.

2. Agent access (settings restricted):

• This level is suitable for agents who don't need to work with the application configurations. Agents can track emails as usual but cannot modify any settings except enabling push notifications. They are also not allowed to check other agents' statistics.

3. None access:

• This level makes the app visible to agents, but they cannot perform any actions within its features.

Moreover, you can change the type of restriction for each agent individually by clicking the dropdown list next to them.

That’s it! Now, you can use Email Tracking to the full extent. If something is unclear or you have any additional questions, make sure to contact our super-helpful support agents.