You can enable custom field and event-based read receipts to help reduce private comment clutter in your tickets. When this option is enabled, read receipts will no longer appear as private comments. Instead, they’ll be stored in a custom ticket field.
By default, this field is named “Read Receipt” and is of type Text Area (multi-line). Any new read receipts will automatically be captured in this field. In addition, the read receipt data will continue to be logged in the Zendesk ticket events for full visibility and audit purposes (see screenshot for details).
In order to enable this, simply go into our Settings interface and click the 'on' button for "Custom Field Read Receipts" (see screenshot below) :
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