Read Receipt Information
Know when emails to customers are opened. See how long it took before the email was viewed, when it was sent, when the email was opened and what comment was read. The read receipt includes a summary of the comment sent to quickly identify exactly which update your customer's have read.
Read items are marked by the sending agent or by the most recent agent for Automation notifications. This allows your agents to quickly identify each of their own read receipts and not waste time seeing which comment update was read. (Exclusive)
The read receipt includes a summary of the comment that was sent, to quickly identify exactly which update your customer's have read. (Exclusive)
Our read receipts work with automations too. You can create Automations to either send a reminder emails for unread tickets or a follow up email to increase solve times on read tickets. When you send an automated email and it is read, we will display the automation name in the comment summary. (Exclusive)
Would you like to know what device, computer or browser your user is using? We can also include extra data to show you this information.
Quickly create views, within your Zendesk account, to see which tickets have not been read based on adding DeskPerk tags to your tickets.
Black / White Lists
We automatically black list agents using the Zendesk website from marking comments as read. You can also black list IPs for staff / management that do not use the Zendesk website within your company manually to prevent unwanted reads as well. We also allow you to white list IPs for situations where you have agents onsite.
We don't store ANY help desk customer data, period!
DeskPerk is just an interface between you and your support desk company. None of the information
from your help desk or any additional information provide by your customers is stored by our service.
We have taken the necessary steps to ensure that information that is collected ( support ticket IDs,
help desk user IDs and date information ), for the purpose of providing our service, is only accessible
by two individuals within our company.
All services by DeskPerk retrieve ticket data using Zendesk's API, we then process your ticket and
all requested information is discarded. We never store any ticket data ( other than the information above )
to any server. You have full control over our API access from within your help desk admin account. If you
have any questions or concerns, please contact us!