SideTicket vs Email Tracking

Get started free — no credit card required. SideTicket lets support agents instantly pull up any ticket in a sidebar panel, right next to the one they're already working on. No tab-switching. No lost context. No broken workflows. Your agents are losing time every time they switch tabs. Handling an escalation? Cross-referencing a duplicate? Checking a customer's ticket history? Every time an agent opens a new tab to look up another ticket, they break their context. They leave the conversation, hunt for the reference, then find their way back. Multiply that across a busy queue and you're looking at a real drag on handle time — for no good reason. SideTicket eliminates that entirely. With SideTicket installed, agents get a dedicated sidebar panel inside every Zendesk ticket. Search for any ticket by ID, subject, or comment content — and open it inline, right there in the sidebar. Full conversation thread. Internal notes. Status, assignee, and metadata. Everything visible at once, without ever leaving the ticket they're working on. 🚀 Start Free — No Credit Card Required We want you to see the value before you commit to anything. Every new installation comes with free credits, applied automatically. No payment details required. Install SideTicket today and your team can start working side-by-side immediately. When you're ready to remove limits and scale, upgrading takes seconds. Free credits applied automatically on install No credit card required to get started Upgrade anytime Why Agents Love SideTicket Side-by-side ticket view — Open any ticket in the sidebar panel while staying on your current ticket. Full conversation thread visible at once. Powerful inline search — Find tickets by ID, subject, or comment content. Results appear instantly as you type. Full conversation context — Read complete threads including internal notes, without opening a new tab or leaving your current ticket. Ticket metadata at a glance — Status, assignee, priority, and key fields visible immediately — no need to navigate to the full ticket. Keyboard-first navigation — Arrow keys, Enter, and Escape keep everything fast without touching the mouse. Zero configuration — Works immediately after installation. No setup, no admin time, no training required. ✨ Ready to Boost Your Team's Efficiency? Install SideTicket free today. No credit card required. Start with your complimentary credits, see exactly how much time your team saves, and upgrade when you're ready to remove limits. 🔐 Data Privacy & Security SideTicket uses read-only access to Zendesk's official APIs. Ticket content and customer data are retrieved in real time and rendered client-side — never stored or shared with third parties. For product reliability, we use PostHog and Sentry for analytics and error monitoring. These services receive limited technical metadata (user roles, organisation identifiers, usage events). Ticket contents and personally identifiable information are never transmitted. Read-only API access No ticket data stored No third-party data sharing For more information about our privacy practices and Terms & Conditions, please visit: https://www.sharelyplatform.com/privacy-policy

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!****