Email Tracking vs Proactive Bulk Tickets

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!****

Are you the kind of manager that likes to take responsibility? Then this app is definitely for you! ★ Core Features Proactive Messages lets you create tickets in bulk in Zendesk Support, works for all channels that allow outbound conversation starts. Audiences is the feature to let you group people in Zendesk Support. Zendesk’s Rich-text Editor is used to write messages to your customers. No need to learn a new way to compose a message. ★ Usecases E-commerce — delayed orders, product faults and received returns IT Support & Services — server maintenance, EAPs and service disruptions Subscription Businesses — retention messages, churn recovery, proactive updates Delivery — delays, changes and delivery updates Finance — recurring information preparations and payment issues ★ Audiences, find the people you need to reach Search Users gives you the opportunity to use Zendesk’s Search engine to find all the users you need. All search properties are supported. Search Organizations lets you find organizations that have certain properties. Whether it’s a server or a product they are using. Find the organizations, and the connected users. Upload Users puts all control in your hand. Receive a CSV file from another team, and map the columns to user properties in your Zendesk on-the-spot. Also allows you to create Campaign Placeholders. Select Segment is a way to use pre-saved audiences of any the options available to find the users you want to reach. Learn more about Audiences → ★ Write Zendesk’s Rich-text Editor No need to learn a new editor. Use the ones you're already familiar with. We even added a couple of extras like searchable placeholders, all your ticket field placeholders and dynamic content placeholders. Apply Macro Add pre-written text, add custom values to your fields, set forms, set statuses, do everything you can do with Macros. Also integrates with other apps like Macro Assistant → Use native ticket forms and fields Choose the ticket properties for the Proactive Message. Also works with native conditionality in forms. Additionally Campaign Placeholders also work in custom fields. Multi language (Enterprise only) Inform people in their own language. Works with all audience types. Same language, then there's the feature Copy From other language. ★ Other Templates (Enterprise only - Zendesk Sunshine Required) Repetitive Processes? Use Templates, and pre-configure an entire Proactive Message. Works with all Audiences, and even pre-configure columns for import. Review Related Tickets (Enterprise only) Improve speed and decrease workload. Find less than solved tickets from people you've informed with a Proactive Message. Review these tickets, and assess to solve them in bulk. Built by Sparkly. 7 day free trial included. Free for sandbox accounts. → Privacy Policy → Terms & Conditions