Once your agent logs into their Zendesk instance and opens the app, we automatically add their IP address to an exclusion list which means if we see a pixel fire from that IP address we ignore it.
We provide a link in your welcome email in case you have other team members who are cc'd frequently on emails and do NOT use Zendesk. For an example, if you have an account manager who does not provide customer service but is cc'd on customer requests, you would want this person or people in similar roles to click on the following link:
https://api.myreadreceipts.com/ipblacklist/app?oid=yoursubdomain where the subdomain is that of your Zendesk instance. e.g. https:://yoursubdomain.zendesk.com.
If you do not have the welcome email or do not understand how to determine your subdomain and create the link please contact us. We are more than happy to help.