Fields Manager vs Email Tracking

Control and automate your agent ticket forms Define simple rules to manage your agent ticket forms and fields. Reduce confusion and enforce business-specific behaviors in your tickets. Available actions Based on precise conditions, Fields Manager can do the following: Hide ticket fields Disable ticket fields Make ticket fields mandatory Apply macros Set ticket field values Use an external value (e.g. from a custom field in the requester's profile) to fill a ticket field Hide ticket field options Disable ticket field options Each rule is made of conditions and actions. Conditions You can define when the rule should be applied based on many criteria, including: Ticket field values Ticket properties (e.g. form, creation date) Requester field values Requester properties (e.g. role, email or external id) Ticket organization field values and properties Ticket assignee field values and properties Current user field values and properties Current user organization field values and properties Ticket group Ticket brand Many conditions can be defined, including the comparison of two field values. The smart autocompletion of the Fields Manager app enables you to easily create precise conditions for your rules. You can define complex conditions using "AND" and "OR" logical aggregators. Duplicating and moving conditions in AND/OR blocks is made very simple thanks to drag-and-drop. Rule example Let's imagine the following requirement: you only want assignees and admins to be able to edit a ticket status. In this case, create a rule like that: In "When..." block, create a condition like "In the > Current user > The role > Is not equal to > Admin" Add a new AND condition saying "In the > Ticket assignee > The user itself > Is equal to" Click the link icon next to the last select field (that says "Use the value of another field instead"). Then, in the dialog, select "In the > Current User > The user itself", and validate. In "Then..." block, create an action saying "For field... > Status (System) > Set state to > Disabled" Save and enable the rule Now, only admins and agents assigned to the ticket will be able to edit its status. Data Privacy and security Your privacy is very important to us. This app does not access, store, or process any Zendesk customer data beyond what is necessary for its functionality. We only collect limited, anonymized analytics to improve app performance and user experience. All analytics data is handled securely, used solely for internal purposes, and never shared with third parties.

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!****