Email Tracking for Zendesk

"Did the client open my email?" You will never have to ask that question again with read receipts from Email Tracking

Besides, with the metrics the app provides at hand, you can easily see which clients are active email users and what fuels their engagement. Email Tracking is an application for Zendesk Support that offers an out-of-the-box function of tracking the exact time each email was opened. With the app, you can:

• Track the delivery of sent emails
• View read receipts with accurate information on when the email was opened
• Get automated updates of internal custom fields when the client opens the email or you get a reply
• Add ‘unseen’ and ‘seen’ tags to tickets to create separate views for identifying problem tickets
• Analyze email performance with detailed and downloadable reports
• Use a wide number of app's settings to meet your needs
• Email Tracking is available both in desktop and mobile versions.

Enjoy automated email tracking

Email Tracking does all the job for you! After you set up the application, just sit back, and analyze the data. See who you should give a call to prevent any issues or identify solid leads for your further follow-ups. Moreover, the tracking is available even directly from each Agent Workspace!

Additional ticket organization

Everything made so that you don’t even have to enter the ticket to know if it’s been seen or not! Email Tracking creates a custom field and a tag with ‘seen’ and ‘unseen’ values. So, you can simply create separate views for read and unread tickets and build business rules (triggers and automations) to work with your customers’ information more accurately. Moreover, the app displays Seen/Unseen columns in the Ticket Views you pick yourself.

Real-time notifications

As soon as an email is opened, Email Tracking updates a custom field connected to the ticket and adds a note with corresponding information. With push notifications enabled, you’ll be informed at the same second your email was opened.

Analyze performance in detail

Get a better understanding of how your replies perform with in-depth performance reports. For example, see what macros work better, what types of email users react to the most and check the overall bounce and open rates across the company, one or several agents at a time. The reports are downloadable to keep the data in different file formats on your PC.

See full history of email opens

With Email Tracking, you are able to retain and see the whole ticket opens history, as the plugin tracks each time your emails were opened by the recipient. Follow the way how, when, and after which message the ticket was opened. The sidebar also shows if the ticket was read via desktop of mobile device, so it's even easier to optimize the messages now.

Send replies at the best times

Based on the open and reply rates, the plugin will suggest the best time for your agents to reach out to the customer directly in the ticket menu. Thus, you’ll be able to react to customer inquiries exactly when they need it the most.

Comply with GDPR and CCPA

Click a single toggle, and Email Tracking will not track email opens for recipients who live in the European Union or California to comply with GDPR.

Transparent and Flat fee

Simple and clear price with no hidden additional obligations, payments, long-term agreements, or other tricks. There is also a free trial for you to test the app before paying anything. Subscribe and cancel anytime.

You can also limit the number of agents using the application. Purchase the subscription only for those agents who require the apps functionality for everyday work. Find more details in the 'How to install' tab.

Private data security

We don’t retain any data connected to your agents and 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 required for this add-on

Stay under cover

If you’re worried about how you can know for a fact that all opens are tracked correctly, you should not. When you log into your agent panel and start working with tickets, we automatically hide your IP address. You can also add more IP addresses to the blacklist so that you get 100% accurate tracking.

One-click install

Provide Email Tracking with the access to your Zendesk account in just one click without filling out any additional forms. We use Zendesk OAuth authorization which is the most secure way to connect.

Friendly support

Our knowledgeable support managers, Alina and Andrew will answer all your questions, show you a demo and help you with setting up the app if needed. Also, feel free to ask for assistance anytime, even if you already use Email Tracking.

So go ahead and test the app! You are also welcome to rate it and share your personal impressions. We are sure your experience with Email Tracking will be enjoyable.