Freshdesk - Control which Staff will Mark Tickets as Read

DeskPerk Support Freshdesk Getting Started

The best way to make sure that staff don't mark tickets as read, is to only include your DeskPerk Read Receipt Pixel code in Requester Notifications ( See: Freshdesk - Add Read Receipts to Emails ). Please follow the instructions below to Block or Allow read receipts from your office:
NOTICE: If you are not experiencing any issues with read receipts, you do not have to continue. Very few of our customers need to use the links below. Before you continue, please Contact Us to see if we can assist you.

Instructions

  1. Create an email to your staff members who need their IPs changed.
  2. Include either the Block OR Allow (not both) Links from below.
  3. Replace the YOUR-FRESHDESK-SUBDOMAIN with your subdomain. Ours would be 'deskperk' from deskperk.freshdesk.com.
  4. Make sure to let them know to click on the link.

Your Block Link

Used to add a new IP address for a staff member who does not answer tickets. An example of who you might send this to would be a manager in a different office.

https://portal.deskperk.com/fd/YOUR-FRESHDESK-SUBDOMAIN/block/

Your Allow Link

Used to remove a previously blocked IP address. An example of who you would send this to would be an agent that is located within a customer's office (on-site agent).

https://portal.deskperk.com/fd/YOUR-FRESHDESK-SUBDOMAIN/allow/

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