Obtain an app for read receipts tailored to your Zendesk® system. Take your customer engagement to the next level

Track email opens on Zendesk® and make your customer support easier. Get a clear understanding of your open and reply rates. See which leads are more solid and be more consistent and proactive with your outreach.

Email Tracking

Trusted by the world's biggest brands

Get to know main features of the Email Tracking by exploring the list below

Get accurate read receipts

The app creates a read receipt with the exact time and date to inform you that the email has been opened. In the sidebar, you will also see how many times each Zendesk® email was opened and when was the first or last time your customers opened the email. Works even with messages running around the Agent Workspace!

Get accurate read receipts

Analyze who clicked on the link from the ticket

Link tracking works well with email tracking, so you get an understanding if your link and attachments to customers are being opened. Mark one or several links and get an internal notification when the link is followed. Also, check out link opening activity using link tracking reports.

Analyze who clicked on the link from the ticket

Control who can use the mail tracker app

Our email tracker app is seamlessly integrated into Zendesk®. Therefore, you can limit access to the app according to the default settings of Zendesk. Restrict access for certain roles or define the groups who should be able to use an Email Tracking app.

Control who can use the mail tracker app

Monitor the opening of automated emails

The feature allows users to track the responses generated automatically. For instance, when you send out an email campaign, you might receive automated replies such as out-of-office messages or delivery failure notifications. Auto reply tracking helps you monitor these responses to gauge the effectiveness of your communication, understand recipient engagement, and manage follow-up actions accordingly.

Monitor the opening of automated emails

Group customers’ replies based on their activity

Zendesk® Email Tracking tool creates custom ticket Seen/Unseen fields that are updated automatically. You can create custom views around these fields to segment customers who need a follow-up, react well to emails, and require a different approach.

Group customers’ replies based on their activity

Send replies on time

Email Tracking analyzes when emails are opened and when customers reply, helping you find the best time to respond. This information is displayed directly in the ticket sidebar, so you’ll know precisely when you should contact your customers and get the reply.

Send replies on time

Be the first to know about customers’ activity

Are you frequently sending time-sensitive Zendesk® emails? By enabling notifications, you'll get instant alerts when an email is read, so you can quickly follow up with customers. This can significantly reduce ticket resolution time while enhancing customer satisfaction. Plus, you have the flexibility to disable notifications whenever necessary.

Comply with the privacy regulations

Click a single toggle to turn off tracking email opens on Zendesk® for recipients who live in the European Union. Make sure that your email sales and support activities are GDPR compliant without putting in any effort.

Comply with the privacy regulations

Analyze the performance of Zendesk® email tracking in detail

Gain deeper insights into the performance of your replies. Identify which macros are more effective, understand which types of replies resonate most with users, and track the overall open rates across your company as well as for each individual agent. All Reports are downloadable to the CSV format, so save your data if needed!

Analyze the performance of Zendesk email tracking in detail

The app creates a read receipt with the exact time and date to inform you that the email has been opened. In the sidebar, you will also see how many times each Zendesk® email was opened and when was the first or last time your customers opened the email. Works even with messages running around the Agent Workspace!

Get accurate read receipts

Link tracking works well with email tracking, so you get an understanding if your link and attachments to customers are being opened. Mark one or several links and get an internal notification when the link is followed. Also, check out link opening activity using link tracking reports.

Analyze who clicked on the link from the ticket

Our email tracker app is seamlessly integrated into Zendesk®. Therefore, you can limit access to the app according to the default settings of Zendesk. Restrict access for certain roles or define the groups who should be able to use an Email Tracking app.

Control who can use the mail tracker app

The feature allows users to track the responses generated automatically. For instance, when you send out an email campaign, you might receive automated replies such as out-of-office messages or delivery failure notifications. Auto reply tracking helps you monitor these responses to gauge the effectiveness of your communication, understand recipient engagement, and manage follow-up actions accordingly.

Monitor the opening of automated emails

Zendesk® Email Tracking tool creates custom ticket Seen/Unseen fields that are updated automatically. You can create custom views around these fields to segment customers who need a follow-up, react well to emails, and require a different approach.

Group customers’ replies based on their activity

Email Tracking analyzes when emails are opened and when customers reply, helping you find the best time to respond. This information is displayed directly in the ticket sidebar, so you’ll know precisely when you should contact your customers and get the reply.

Send replies on time

Are you frequently sending time-sensitive Zendesk® emails? By enabling notifications, you'll get instant alerts when an email is read, so you can quickly follow up with customers. This can significantly reduce ticket resolution time while enhancing customer satisfaction. Plus, you have the flexibility to disable notifications whenever necessary.

Click a single toggle to turn off tracking email opens on Zendesk® for recipients who live in the European Union. Make sure that your email sales and support activities are GDPR compliant without putting in any effort.

Comply with the privacy regulations

Gain deeper insights into the performance of your replies. Identify which macros are more effective, understand which types of replies resonate most with users, and track the overall open rates across your company as well as for each individual agent. All Reports are downloadable to the CSV format, so save your data if needed!

Analyze the performance of Zendesk email tracking in detail
Getting to Know with our Application

What is Email Tracking?

Want to know more about how Email Tracking works? Watch our introduction video to see the add-on's interface and detailed workflow. Join our YouTube channel to see how our apps can boost your customer support and increase agents’ productivity.

What is Email Tracking?

Maximize the effectiveness of your sales, marketing, and support emails.

You are only one installation away from being aware of customer engagement!

Main Features

The features most highly rated by our clients

Security

Safety comes first

We guarantee private data security, and we never collect or retain any information about your company, agents, or customers except:

  • Your Zendesk® subdomain, and its URL
  • Agents IDs and their authorization tokens
  • Agents IPs to exclude their open events
  • Tracked Ticket ID
  • Custom field IDs which are required for this add-on
  • Comment and Macro ID
Safety comes first
Resources

Articles that can be useful before you start using Email Tracking app

How to enable access to Email Tracking app
4 min read

How to enable access to Email Tracking app

To use Email Tracking for Zendesk®, you need to enable access to your Zendesk Support instance. Check this guide to find the shortest way to do so.

How to Set Up Email Tracking Triggers
2 min read

How to Set Up Email Tracking Triggers

How does the 'Agent Workspace' feature influence Email Tracking? Learn how to set up new triggers and do the modifications in settings.

How to use the Links Tracking Feature in the Email Tracking
4 min read

How to use the Links Tracking Feature in the Email Tracking

Besides tracking emails, you also are allowed to track links while sending them in Zendesk®. Learn how to do this.

How to create a view for read or unread tickets in Zendesk
1 min 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.

Zendesk® Marketplace Numbers

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Get started with a 7-day free trial

Enjoy seamless integration with your existing platforms and a user-friendly interface that makes tracking and managing emails a breeze

Try Email Tracking

Detailed reports for email opening and link tracking

With precise reports, Email Tracking enables you to determine the best performers of email marketing and see how many emails were sent, read and replied to depending on the filters you choose. Also, check out Average Open rate, Average Bounce Rate, and Average Time from Send to Open metrics and plan your future actions on emailing.

Add to your Zendesk®
Detailed reports for email opening and link tracking
Pricing

Make your Zendesk® profile a safe place for your customers

Billed Monthly Billed Yearly
Lite plan
$2
$1.67
per agent with app access,
per month
per agent with app access,
per month
Buy Lite
  • Track the delivery of sent emails
  • See the exact time and date of openings
  • Check how many times your message was opened
  • Real-time receipts and a timeline with tracking info
  • Send replies at the best times
  • CCs and followers tracking
  • Define the device type used to open the email
  • Automatically add ″unseen″ and ″seen″ tags to tickets
  • Check in-depth reports
  • Adjust settings to fit your workflow
  • Be compliant with GDPR and CCPA
  • The tracking is active for 10 days after the email was sent
  • Select 1 custom field to filter statistics
PRO PLAN
$3
$2.50
per agent with app access,
per month
per agent with app access,
per month
Buy Pro
  • Everything in Lite
  • Link tracking option
  • Change link tracking parameters
  • Advanced statistics with link tracking
  • The tracking is active for 30 days after the email was sent
  • Select up to 15 custom fields to filter statistics

Pricing Plan Feature Comparison

FeaturesLite planPro plan
Email Opening Tracking
Send emails at the best time for reply
Track links and attachment
Read receipts
Statistics and Analytics
Link tracking statistics
Compare your agent's effectiveness
Custom fields to filter statistics 1 fieldUp to 15
Tracking remains active 10 days30 days
Stay GDPR compliant
Seen/Unseen views
Set tracking options
Device detection
Followers tracking

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