Requester ticket view tracker
AnsweredHello!
I am looking for something I miss in e-mail functionality with an old CRM I jury-rigged into using as a ticket tracker system.
That system (streak) had the functionality of letting you see how many people outside your org had viewed the ticket. That is, you could see if someone had opened an e-mail much like Outlook's "open receipt" functionality.
is there any way to do this? It's very helpful for seeing if tasks I have sent to other software IT teams we work with (outside our company) have been opened and viewed or are still languishing in their inboxes.
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Hi Katherine,
I have not seen this functionality in Zendesk and I think it would be tough to get a pure read-receipt today for all views of a ticket because a ticket can be viewed in so many ways (email, web, social, etc). It might be worthsending a product request to Zendeskto see if this is something that could be added to the product in the future though.
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We wanted the same functionality because I am OCD about customer service. If I have not heard back from a customer in a timely manner I would like to know if they have opened my e-mail so I created an app that does the following:
1. Anytime a ticket is created or the comment is updated by staff we are able to automatically insert a comment update like the picture I have attached a screenshot of it in action.
2. We will be adding additional functionality as well as advanced analytics & reporting as well.
We have 7 happy beta testers and are looking for 3 more before we deploy to the app store.
If you are interested in beta testing please go to MyReadReceipts.com and enter your e-mail.
David
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Sure, that sounds great!
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Hi Katherine,
What is the best e-mail or support e-mail address to reach you at?
David
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Hi all -
This is a public forum, and I strongly discourage anyone from sharing their email address or other contact information here. This opens you up to spam attacks and is just generally not a good idea.
Katherine, let me know if you'd like me to delete your post so that your email isn't sitting out here in perpetuity.
David (and anyone else trying to connect for things like betas) please do not ask other members to share their contact info in the forum. Please create a secure form that you can link to where people can sign up and enter their information rather than posting it here. Going forward, if we see individuals soliciting contact information, we will delete those posts without warning.
Please let us know if you have any other questions.
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I apologize for not posting a URL we were so focused on making the product work. People can go to myreadreceipts.com and sign-up there. I will update my prior posts with this URL and not request contact information.
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Thanks, David. Much appreciated.
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And I will e-mail my beta testers and tell them they may want to remove their e-mail address.
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Nicole, have you considered integrating PM functionality into the message boards? May help with this sort of thing.
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Hey Katherine -
We have considered that, and would find it useful. However, it's been determined that the community platform is fairly low priority for our development resources. So, no additional development work is currently planned for the community platform - what we have right now in the way of functionality is what we've got for the foreseeable future.
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Hi!
Our app is now live on the Zendesk app marketplace:
//www.ying8.net/apps/support/read-receipts-for-zendesk/
Please feel free to use 'FIRSTMONTHFREE' to have the first month for free!
David
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