Split ‘n’ Close vs Email Tracking

Split ‘n’ Close — Let's you split a ticket off into a new one, when the content has become a separate issue. In addition, it allows you to explicitly close a ticket, with an explanation of why. A last feature is that it shows you quite clearly when an attached file is too big and is not being displayed and lets you download the original email with a single click. Split ticket Create a new ticket based on the contents of the current one. Automatically fills in from last comment, though you can edit. Choose comments from original ticket to add to the new one. (Premium Feature) Choose the assignee for the new ticket. (Premium Feature) Allows all custom fields to be filled in. (Premium Feature) Creates a note on both the old and new tickets to easily refer back and forth. Add attachments from either the ticket or the file system. (Premium Feature) Choose the requester for the new ticket. (Premium Feature) Can optionally add tag(s) to the new ticket. (Premium Feature) Indicate the group/agent to which the new ticket should be assigned. (Premium Feature) Add comment (public or private) to the parent ticket. Append all the CCs from the parent ticket to the child ticket. Use the same form as the parent ticket, if there is one. Define a default form (in settings) to always use for new tickets. (Premium Feature) Close ticket Add a comment as to why the ticket is being closed. Quick action. Allow administrator to disable this feature. (Premium Feature) Notify for large email attachments See clearly when a ticket has a file attachment that is too large Single click to download the original email with the file to your desktop SmallCubed, Inc. does not have access to nor store any data at all about users of the RedminePro plugin. The only information that is ever sent from the plugin to SmallCubed is a small set of usage data about which features are used. That information contains an IP address, an anonymized UUID, and the actual subdomain of the Zendesk application to be able to see how many users are using the product. No external code is used for this usage data transfer. Latest Changes: (version 3.0.11) Fix – Fixes issue where comments are not added correctly when suppress callout is set. Latest Changes: (version 3.0.10) Fix – Fixes issue where comments are not added in the proper order. Latest Changes: (version 3.0.9) Fix – Fixes issue where chats could not be added as comments. Fix – Fixes usage calls. Latest Changes: (version 3.0.8) New – Add ability to make the customized additional text on parent tickets always public. Latest Changes: (version 3.0.7) New – Add feature to allow for a customized additional text on parent and child split tickets. Latest Changes: (version 3.0.6) Change – Logging to determine why requester is sometimes set incorrectly. Latest Changes: (version 3.0.5) Fix – If the localStorage is unavailable (i.e. Prevent Third Party Cookies), the Split Ticket button was being disabled. Latest Changes: (version 3.0.4) Fix – Fixes issue where the reference to the parent ticket isn't made in Free version. Change - Add usage tracking for when a user splits a ticket. See our terms here. Latest Changes: (version 3.0.3) Fix – Adds a fix for a display issue when there where no custom fields and assignee was visible. Latest Changes: (version 3.0.2) New – Add ability to make all added comments private to avoid sending emails. New – Add setting to set assignee to group of current assignee if none specified. Fix – Check selected comments when dialog is reopened. Fix – Fixes corrupt attachments. Change – Reorder the settings to be a bit more organized. Change – Add a Premium feature indicator for the settings. Changes for version 3.0.1: New – Split the functionality of the app into Free & Premium features. New – Add the ability to bring comments from the original ticket over to the new one. Choose between, None, Choose…, All, or Public comments. New – Assign different requester to split ticket. Fix – Fix issue when the ticket assignee was invalid. Fix – Fix issue where the app was not correctly resized. Fix – Fix issue where the assignee value was invalid. Change – Reorganize the app layout to be more consistent & coherent. Change – Remove the ability to not close ticket if a required field is not filled in. Change - Remove custom fields id setting. This has been selected from the actual custom fields for the form for a while. Changes for version 2.0.12: Fix – Fixes issue where a split message was not copying the recipient of the original message. Changes for version 2.0.11: Fix – Fixes issue where the Attachments window wouldn't show properly. Changes for version 2.0.10: Fix – Removes CORS compatibility for the attachment uploads again as advised by Zendesk. Fix – The link for downloading large email attachments has been fixed to use the proper domain. Change – The app can now only be installed once per Zendesk domain. See the entire version history here.

Zendesk Email Tracking app "Did the customer open my email?" You won't have to ask that question again with Zendesk read receipts from the Email Tracking app. Monitor email opens, use link tracking, and track replies directly in Zendesk. Get clear visibility into customer email engagement without leaving your tickets. Try it for free for 7 days. 👉 Simply install this app in your Zendesk. Want to get a personalized app setup? Book a free onboarding session to customize Email Tracking for your team and get started faster. How does this Zendesk email integration work? Email Tracking adds the email visibility missing from the standard Zendesk workflow, showing you when customers open your emails and click tracked links. See customer engagement directly in Zendesk and use this activity to decide when to follow up. Turn email data into action Respond faster and prioritize customer requests Email tracker app shows which messages have been read or remain unread and notifies you when a customer opens an email. Create Zendesk views based on Seen/Unseen status and prioritize conversations better. Key features for support teams: Read receipts with email open date, time, and device information. Seen/Unseen columns in personal views. Full activity history with recommended follow-up times. Compare and improve team performance Track how each agent's messages are performing and monitor overall team trends. Identify gaps, coach agents, and use detailed reports to evaluate workflow changes and compare agent performance. Key features for support leaders: Agent comparison charts. Reports to track changes in user engagement over time. Filters to segment reports and focus on specific agents, periods, or email activity. Monitor important internal communications When sending important updates, documents, or policy emails, enable link tracking to know who actually opens them. Monitor engagement and make sure important information gets noticed with integrated Zendesk tracking. Key features for internal communications: Push notifications when recipients open emails. Complete history of email openings and link clicks for each ticket. Ability to detect unread emails or unopened links to prevent missed messages. Track engagement with detailed statistics Analyze engagement for each email or ticket to identify your best-performing messages and optimize your email content. You can also integrate Email Tracking with the Proactive Campaigns app to track engagement across your campaigns. Key features for marketing teams: In-app statistics by email and ticket ID to analyze each message. Real-time engagement data updates. Email Tracking integration with the Proactive Campaigns app. Pay only for agents who have access to the app Choose how many agents will actively use the Email Tracking app in Zendesk and pay only for them. Check out pricing for more information. ✅FAQs Does Zendesk Support have built-in read receipts? No. Zendesk Support doesn't track email opens or link clicks natively. However, our Email Tracking integration enables such functionality without changing how your Zendesk instance works. Are agents' emails tracked immediately after installing the app? No. Tracking does not start automatically. Agents must authorize the app, and one agent needs to enable the necessary triggers in the 'Select Emails to Track' section of the app settings. Once done, tracking begins for authorized agents. Can we see who opened the email (customer or ticket followers)? Yes. If a ticket follower opens an email, the app adds an internal note showing who read it, giving you clear visibility of engagement. If the ticket is closed, will we still receive updates about email opens or link clicks? No. Once a ticket is closed, the app stops tracking email opens and link clicks. Does Email Tracking support GDPR compliance? Yes. Email Tracking for Zendesk lets you disable tracking for recipients in the EU, UK, or California, helping you manage email tracking according to your privacy and compliance requirements. Is my email and customer data safe with the Email Tracking app? Yes. The app only accesses the minimal data needed for tracking. All processing happens inside Zendesk, and your data is encrypted and securely stored on AWS. Our hosting provider complies with ISO/IEC 27001:2013, ensuring high standards for information security. Your data is never shared with third parties. If you still have questions about Email Tracking, ask us at [email protected]. Ready to track your Zendesk emails? Start your 7-day free trial today!****