Customer Success

No, read receipts do not work for closed tickets. Once a ticket is marked as “Closed” in Zendesk, no further updates—including read receipt tracking—are processed by Zendesk or third-party apps. To...

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 Re...

This may be due to trigger settings your account has activated. A private comment whether posted by My Read Receipts or by one of your agents will cause your triggers to execute.  In order to di...

In order to create a read receipt on a new ticket that is generated by the agent, please do the following: Create a new ticket.  Reply to that ticket.

In order to change the author of your read receipt, please click on our app icon in the sidebar. Under Settings, go to Set Read Receipt Author, click on the drop-down box and select the agent you w...

You can easily analyze performance by agents or groups to identify trends and problems before they become a problem. Here's a sample group report.    

My Read Receipts automatically supports markdown.

Please contact support at support@myreadreceipts.com with the subject header 'Feature Request'. 

In order to prevent getting an email notification to agents for each read receipt generated, please add the following condition to the Notify Assigned Agent of Comment Update: Comment Text does no...

If you would like to create a reminder to send requesters who have not opened their email or replied to a ticket that is less than solved status a reminder you can create the following automatio...