Email Tracking vs Agent Chat

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!****

Agent Chat is an internal communication app that promotes seamless collaboration while empowering your team to deliver exceptional support to your customers. Here are some of the features you can enjoy with our app: Quick install: No separate accounts to create or manage — your identity is tied to your Zendesk agent profile automatically. Group Creation: Assemble agent groups and invite others to group chats, encouraging effective communication and teamwork. File Attachment: Supplement your messages with file attachments for a more comprehensive exchange of information. GIFs: Break the monotony and bring in some fun — agents can send gifs to each other, making internal communications engaging. Ticket Referencing: Reference tickets in your messages for more contextual and informed discussions. Message Notifications: Stay updated with new message alerts within Zendesk — never miss out on important information. Reactions: React to messages with emoji to keep conversations expressive and quick to scan. Typing Indicators: See when teammates are typing for more natural back-and-forth. Per-Conversation Search: Quickly find what was said earlier without scrolling through history. Dark Mode: Match Zendesk's appearance — light during the day, easy on the eyes at night. Why Agent Chat? Monthly updates — We are dedicated to improving your experience. That's why we roll out monthly updates, enhancing features and addressing any issues reported by our valued users. Data handling & disclosure — To operate the service, Agent Chat stores a limited set of data on its own secure backend: agent profile information (name, email address, Zendesk user ID, role, and profile photo) and the content agents create in the app (messages, file attachments, emoji reactions, and ticket references). This data is segregated by your Zendesk subdomain and protected with row-level security. File attachments are automatically deleted after 7 days. Agent Chat does not access, read, or store your end users' (customers') ticket data or personal information, and we never sell your data or share it with other third parties. No setup hassles — Agent Chat is a ready-to-use solution with a quick 2-min installation & full Zendesk integration. We welcome your feedback and suggestions to make improvements and fix any bugs. Contact our dedicated Agent Chat team and be part of shaping the future of seamless collaboration. Agent Chat — Changelog (May 2026, v2.0.0) Major rewrite focused on security, performance, and a refreshed Zendesk Garden-aligned interface. Highlights: modern OAuth for all platform API requests (meeting 2025 Marketplace requirements); stronger per-subdomain tenancy enforced at the database level; emoji reactions; typing indicators; per-conversation search; dark mode; inline image previews; optimistic sending; and keyboard shortcuts. IMPORTANT: Existing conversations from v1.x are NOT carried over to v2.0.0. Take a screenshot of any history you want to keep before updating.