There are several reasons why this issue might occur:
One common scenario arises during internal testing by clients. For example, if Zendesk emails are sent to internal agents to test whether My Read Receipts is working, the app may not register read receipts. This is because our app blacklists the IP addresses of internal agents to prevent triggering read receipts when an agent opens the email (rather than the end customer). This functionality is designed specifically to avoid false positives and ensure that read receipts are only triggered when an end user opens the email. Please note that only agent IPs are blacklisted, not all internal users.
Another scenario is when clients intentionally disable read receipts for EU and California residents in their settings ( to comply with GDPR & CCPA regulations).
My Read Receipts tracks email opens by embedding a 1x1 invisible image tag into the email. When a recipient views the email and images load, the app creates a private comment on the ticket to inform the agent that the email has been opened.
However, there are cases where tracking might not work due to limitations with the recipient’s email client or settings. For example:
- The recipient formats their email in plain text.
- The recipient's email client doesn't automatically download images.
- The recipient's corporate email filter strips away all images for incoming emails.
- The recipient previews the email briefly in their inbox without fully opening it.
- The recipient opens the email on a slow connection but doesn’t stay on it long enough for the tracking pixel to load.
These situations are rare but can happen occasionally.
Comments
0 comments
Article is closed for comments.