track email open and reads

love it! lets do this please, it is an easy one to do also as its possible with HTML emails. Love the time stamps idea also!! 

true, please do that

Any updates on getting this feature?

This would be an extremely helpful feature and quite basic in modern systems. Can we have an update on this?

A must have feature in my opinion. And if it is already available in freshsales, than it is easy to put it in freshdesk too.

Your competitor, HelpScout, has this feature.

WE NEED TRACKING of email opens.  Please

Agree need this!  it's in freshsales so why not in freshdesk too?  

+1

this isn't going to happen .. this is what I was told recently:

"As for email tracking, we do not have any plans to bring that as a feature in Freshdesk as of now. The reason is that, since Freshdesk is geared towards customer support and not sales, knowing when a customer opens an email is not of great importance here, compared to say, tracking how long an agent spends working on a ticket."

The problem with this response is that for many small companies they aren't going to use a dedicated crm and their helpdesk doubles as their sales platform.  For example pricing quotes, product questions, etc all have lived in our helpdesk for a decade.  Furthermore, it is important to know a potential customer or existing customer is receiving our emails, and if an urgent matter, reading them as well.  

You also have a fair number of people wanting this feature.

@Tate, thanks for sharing.

I run a Help Desk. Customer Support. Technical Support. And the relief of knowing a customer received a Support answer is HUGE. I don't have to follow-up or wonder if the email was received. I can see they got the message. So that feature is not just for sales.

Furthermore, all of FreshDesk's competitors have this feature, not for sales, but for their Help DESK solutions, hence the word fresh DESK, right?

For example, HelpScout has it. So does TeamDESK by Teamwork, and many others.

It should certainly be considered for FreshDesk's roadmap. If they aren't considering it, they are out of touch with the use cases that warrant a non-sales Desk to have it.

Respectfully,

JD

Hi,

I use postmark service for my invoices (invoiceNinja) and now also freshdesk for outbound SMTP emails.  It has the option to track delivery and opening of emails.  Using Zapier I also have a webhook from within postmark to alert if the ISP blocks (non-delivered) the email.  Real easy to configure and cheap.

This way I can ensure ALL emails are being delivered to my customers.

I hope this helps?

I can write this up on my blog if it helps?

Regards,

Craig.

Good stuff Craig.  I think a lot of folks would be interested to see more details on how you are going about this :)

That's great Craig!  Would love to hear more details on how you set this up.

Tracking would be important for us. 

We would love for you guys to try out our Freshdesk Read Receipt service.  We would love your feedback.  If you have any questions, just click on the Contact link at the bottom of any page on our website.

Getting setup only takes a few minutes.  For more info, visit: https://www.deskperk.com/service-freshdesk-read-receipts/

The easiest way to validate if your email was read is to use the Email Tracking for Freshdesk app.

It has many useful features:

- Track email opens

- Internal notes with information on when the email was opened

- Automatic updates of the internal custom field when the client opens the email

- ‘unseen’ and ‘seen’ tags to tickets to let you create views to identify problem tickets.

Moreover, the app has extended stats.

We offer the only official Email Tracking & Read Receipts for Freshdesk along with unread ticket tagging. We also offer an ALWAYS FREE version of our service. We're often imitated but never beaten. ;)