Step 1: Place pixel on Agent Reply Template

You should have received a pixel in your welcome email. Your pixel looks like this:

https://fd-api.myreadreceipts.com/pixel?org=YOURFRESHDESKSUBDOMAIN&tid={{ticket.id}}&ts={{ticket.modified_on}}&aid={{ticket.agent.id}}

YOURFRESHDESKSUBDOMAIN is your Freshdesk URL subdomain. 

In order to place your pixel, please do the following:

1. Click on the Admin button (which appears as a wheel or gear).
2. Scroll down to the Helpdesk Productivity section.
3. Click on Email Notifications.
4. Select the Agent Reply Template in the Template tab.
5. Insert a space in front of the salutation and place you cursor on the empty line.
6. Select Insert Image icon, click on URL button and click Insert. NOTE: You will see a little blue box with a question mark (?) or broken image in it at the bottom left of the email template - this is expected behavior.
7. Click the Save button.

 IMPORTANT: Please note that our pixel will not work if you add it to your agent's signature!

 PLEASE NOTE: The pixel is invisible to the agent and if it is accidentally deleted the read receipt won't work. If you find that your agents are accidentally deleting the pixel or only want to use read receipts on specific tickets, you can add our pixel by creating a Canned Response as follows:

1. Click on the Admin button (which appears as a wheel or gear).
2. Scroll down to the Canned Responses.
3. Click on New Canned Response button at the top of the page.
4. Name the Response Title Read Receipt.
5. Select Insert Image icon, click on URL button and click Insert. NOTE: You will see a little blue box with a question mark (?) or broken image in it at the bottom left of the email template - this is expected behavior.
6. Click the Save button.