Escalation Guard vs Email Tracking

Escalation Guard helps support teams submit cleaner, more complete escalations from the Zendesk ticket sidebar. Agents choose an escalation type, complete the required context, and submit a formatted internal note. Routing tags make it easier for admins to route work with Zendesk triggers, views, and automations. What agents can do Choose the right escalation type Complete required context before submitting Submit a consistent, readable internal note Apply routing tags automatically What admins can configure Escalation templates and their order Required and optional fields Text, long text, dropdown, number, and checkbox fields Routing tags Optional Zendesk ticket field mapping (Pro) Template import and export (Pro) Starter templates cover manager escalations, billing or refund exceptions, product issues, account access or security reviews, customer complaints, and executive escalations. Admins can customize them to match their team's process. Lite plan 1 active escalation flow Up to 5 fields 1 routing tag Required field validation Formatted internal note generation Pro plan Unlimited escalation templates and fields Multiple routing tags Custom template configuration Optional Zendesk ticket field mapping Template import and export Data & privacy Escalation Guard runs inside Zendesk. It accesses the current ticket ID to update the correct ticket, reads escalation templates stored in the app's Zendesk settings, and uses the escalation details entered by the agent to create the internal note. It writes the completed internal note and routing tags back to the ticket and, for Pro when configured, writes mapped custom field values. This Zendesk data is used only to perform the requested escalation workflow and is not stored by ASA Labs. Escalation Guard sends limited product telemetry to ASA Labs using a random app-specific installation identifier, app version, plan, and aggregate configuration counts. ASA Labs does not collect Zendesk subdomains, ticket IDs or content, customer or requester data, agent identity, template or field content, routing-tag values, mapped-field IDs or values, or internal note text through telemetry. Full privacy policy: https://asa-labs.com/privacy/escalation-guard/

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!****