Latest updates of Email Tracking for Zendesk

Email Tracking for Zendesk was conceived as a mail tracker first. However, it has gone beyond that concept from a long time ago. Now Email Tracking is a powerful software for monitoring clients' activity, tracking devices, checking statistics, creating ticket views, etc. Besides, we have recently added link tracking, and we are sure new refreshes are not far off.

So, let's dive into the details.

Set app restrictions for agents

If you need to differentiate the access for each agent, use our new feature - Access Control Management. It allows agents, for example, to get full or limited access to the app's features. Besides, you can entirely restrict users from the app. To do so, click the Access Control Management icon on the Email Tracking sidebar. Further, admins can define what type of access new agents will have and change the restrictions for each agent.

Email Tracking Restriction Icon

Email Tracking Optimization

Some of our clients have probably noticed that read receipts come slightly delayed. However, there is no worry for you as it is the optimization our developers did to improve the Email Tracking work with Zendesk. We did this to avoid overloading API limits. Therefore, internal notes appear in the first five minutes after the email is opened. The time displayed in the internal note is equivalent to the time when an email was read. By the way, all information about the tracking is updated immediately in the right-hand sidebar.

In case you didn't notice this, it is also great, but now you know about this small optimization.

Zendesk Read Receipt

Do not track Individual tickets

Previously, you only could set the ‘Do not track’ value for individual tickets when the Agent Workspace was off. However, we decided to improve this option, and now it doesn’t matter whether it is on or off. This checkbox allows agents not to track an individual ticket.

Do Not Track Ticket

Make sure your ticket form has a ‘Do Not Track’ field. To manage it, go to Zendesk Admin Center > Object and rules > Tickets > Forms and select a necessary ticket form. Then, you can drag this field from the Available ticket fields column into the left one.

Ticket Forms

‘Do not track’ Feature for Separate Users or Organizations

You know how not to track a ticket, but what about contacts or organizations? There is a way to apply such an option for this purpose. First, you must turn off all triggers inside the app. Second, go to the Admin Center > Objects and rules > Business rules > Triggers. Then, select and Clone the trigger you use in the Email Tracking.

Zendesk Admin Center

After, for the original trigger add this condition: ‘Tag’ ‘Contains none of the following’ ‘do_not_track.’

Contains None of The Following

On the contrary, the cloned trigger should contain: ‘Tag’ ‘Contains at least one of the following’ ‘do_not_track.’

Contains At Least One of The Following

Note: You can make the same configurations with either all or some of the triggers you use in Email Tracking.

When you are ready with this part, you need to ensure that the original tag is enabled on the Email Tracking Setting page and the cloned one is not. It is important! And that's it. Now you can open the contact or organization profile and add the 'do_not_track' tag to a related field. Therefore, the app won't track users and organizations with this tag.

Deactivate The Cloned Trigger

Here you will find a detailed explanation of the Not to Track Users or/and Organizations option.

The 12-hour Time Format for Internal Notes

If you got used to living by a 12-hour time format, but internal notes consist of time info in a 24-time format, then you need to know how to change it.

You only need to open the Settings tab in the Email Tracking app, find the toggle button named Use 12-hour time format in the private notes, and turn it on.

12 Hour Time Format In The Private Notes

Here it is. Now your internal notes display a 12-hour time format. Hope it is helpful for you.

Time Displayed In The Ticket

That is the option that will become your favorite one. Every agent can track any link openings inside their Zendesk without any additional analytic tools. Great, isn't it?

Besides, you can track as many specific links as you need in one ticket, as shown in the screenshot below. Just click on the Email Tracking app's icon under the email body and put the checkmark where needed and click on Apply.

Email Tracking Link Track

After the receiver opens the link, you'll get an additional internal note only with the exact time of the link opening. Moreover, you can see the info about all tracked links on the right sidebar under the timeline. That will help you to check how many of them were opened.

Link Track Internal

What's more, there's another specific tab named Tracked links to see the whole link list and statistics for each. Click on Details to open the statistics.

Link View

So, for example, you can select different parameters on the statistic tab and check the agent's performance during a specific period. Therefore link tracking option, which is thought-out to the details, will bring analytics closer to the customer support in Zendesk.

Statistics Link Opens

Try Email Tracking with Proactive Campaigns

If you are looking for a convenient mass email sender, it is worth trying Proactive Campaigns for Zendesk. Adding this app to Email Tracking will help you gain better results in your email marketing and customer support. For example, you can see who and when opened emails or if they were opened at all. So, without any doubt, contact our support team for more details.

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