How do I enable read receipts for specific tickets?

If you would like to only have a read receipt generated for specific emails please do the following:

 1. Create a macro called 'Read Receipt' and have it set a tag 'read_receipt'. Your agents will use this to specify tickets they want a read receipt generated. 

 2. Duplicate your Notify requester of comment update trigger and rename it Notify requester of comment update - read receipt.

 3. Remove our pixel from the original Notify requester of comment update trigger and make sure it is on the duplicate trigger. It should be. 

 4. Add a condition Tags contain one of the following tags 'read_receipt' to the Notify requester of comment update - read receipt trigger. 

 5. Add an additional action to Notify requester of comment update - read receipt to remove the tag 'read_receipt'. This will remove the 'read_receipt' tag from the ticket after it is sent. 

 6. Add an additional condition to your original Notify requester of comment update trigger that tags does not contain 'read_receipt'. This will prevent your end-user from getting a duplicate emails.