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.