Ticket Read Receipts - Step-by-Step Tutorial | Zoho Desk Knowledge Base

Read Receipts for Tickets - New UI

When handling customer support tickets, customer replies play an important role in helping agents choose their next move. For example, if you've sent a message to notify a customer about their subscription renewal deadline, and haven't received a timely response, it will be difficult for you to decide the next course of action. In such cases, it would be helpful to know if the customer has seen the message, so you can decide whether to call them and follow up.


Read receipts indicate whether the customer has read your outgoing email. If there are multiple recipients, then read receipts indicate who has or hasn't read your message. This added clarity can help you make informed decisions.


Benefits of read receipts

  • Helps you choose your next steps for high-priority and escalated tickets.

  • Confirm whether outreach emails have reached the prospect.

  • Increases agents' productivity by allowing them to focus on read responses.

Note: Read receipts are only available for tickets that are created through emails. 

Read receipts display a check mark on the outgoing message.

These check marks indicate different statuses. The table below signifies each status:

When the email is sent to only one recipient (To recipient)


Check mark State






When the email is sent to multiple recipients (includes To, CC, and BCC)


Check mark State


When the reply has been delivered to at least one of the To or CC recipients.

When one of the CC or BCC recipients reads the reply. 

When one of the To recipients reads the reply.

When all the recipients read the reply.


You can find detailed information about read receipts, including which recipient has received the reply and if and when they read it, in the Thread Read Info panel.

Bounce and failure indications

A bounce or failure label will be displayed in the thread only if the email bounces for, or fails to deliver to, every recipient.

If an email bounces or fails for one or more recipients, detailed info can be viewed in the Thread Read Info panel.


To enable Read receipts

  1. Go to Setup ( ).

  2. Select Privacy Settings under Data Administration.

  3. From the left panel, select Read Receipts.

  4. On the Read Receipts page, click Configure next to Enable Read Receipts.

  5. From the Read Receipts configuration panel, select the department(s) you want to enable read receipts for.

  6. Click Save.



Read receipts may not be displayed for certain tickets, even when you have enabled them for your departments.

This might be due to the following reasons:

  • The recipient's email client doesn't support read receipts,

  • The recipient might have declined to send read receipts.


Disabling read receipts

When you disable read receipts, you will not be able to see them in new or old tickets (i.e. tickets where read receipts were previously displayed).


To Disable Read Receipts

  1. Go to Setup ( ).

  2. Select Privacy Settings under Data Administration.

  3. In the side bar, select Read Receipts.

  4. On the Read Receipts page, select Edit Configuration. 

  5. From the Read Receipts configuration panel, remove the desired department(s).

  6. Click Save.


    Zoho CRM Training Programs

    Learn how to use the best tools for sales force automation and better customer engagement from Zoho's implementation specialists.

    Zoho CRM Training
      Redefine the way you work
      with Zoho Workplace

        Zoho DataPrep Personalized Demo

        If you'd like a personalized walk-through of our data preparation tool, please request a demo and we'll be happy to show you how to get the best out of Zoho DataPrep.

        Zoho CRM Training

          Create, share, and deliver

          beautiful slides from anywhere.

          Get Started Now

            Zoho Sign now offers specialized one-on-one training for both administrators and developers.

            BOOK A SESSION

                        Still can't find what you're looking for?

                        Write to us:  support@zohoforms.com



                          Manage your brands on social media

                              Zoho Marketing Automation

                                Zoho Sheet Resources


                                    Zoho Forms Resources

                                      Secure your business
                                      communication with Zoho Mail

                                      Mail on the move with
                                      Zoho Mail mobile application

                                        Stay on top of your schedule
                                        at all times

                                        Carry your calendar with you
                                        Anytime, anywhere

                                              Zoho Sign Resources

                                                Sign, Paperless!

                                                Sign and send business documents on the go!

                                                Get Started Now

                                                        Zoho TeamInbox Resources

                                                                Zoho DataPrep Resources

                                                                  Zoho DataPrep Demo

                                                                  Get a personalized demo or POC

                                                                  REGISTER NOW

                                                                    Design. Discuss. Deliver.

                                                                    Create visually engaging stories with Zoho Show.

                                                                    Get Started Now

                                                                                          • Related Articles

                                                                                          • Mark Tickets Read or Unread - New UI

                                                                                            How often do support agents put tickets temporarily aside because they either need to consult with their supervisor before responding or they want to refer to a similar issue that was raised before? Setting reminders, jotting down ticket details in ...
                                                                                          • Customizable Table View and Filters for Tickets - New UI

                                                                                            The table view displays tickets in rows and columns, just like a spreadsheet. Each row displays a ticket, and each column shows the ticket's property (such as a field for response due date, contact's name, and subject). This allows you to view the ...
                                                                                          • Marking Support Tickets as Spam - New UI

                                                                                            Zoho Desk automatically helps identify spam and suspicious emails to save you from having to delete them manually. It works by finding patterns across messages and learning from what Zoho Desk and Zoho Mail users like you commonly mark as spam. You ...
                                                                                          • FAQs: Working on Tickets

                                                                                            What are Ticket Tabs? Ticket tabs allow you to link tickets to the other standard modules in your help desk. These tabs provide contextual information about a ticket such as ticket activity, pending tasks, supportive files, resolutions and the like. ...
                                                                                          • Following, Commenting, and Viewing original email headers in Tickets - New UI

                                                                                            Following Tickets Following support tickets keeps you up-to-date with your activities. When you follow tickets, the email conversations, comments, statuses, and other details will display in your Notification Center. To follow support tickets In the ...
                                                                                          Wherever you are is as good as
                                                                                          your workplace



                                                                                            Watch comprehensive videos on features and other important topics that will help you master Zoho CRM.


                                                                                            Download free eBooks and access a range of topics to get deeper insight on successfully using Zoho CRM.


                                                                                            Sign up for our webinars and learn the Zoho CRM basics, from customization to sales force automation and more.

                                                                                            CRM Tips

                                                                                            Make the most of Zoho CRM with these useful tips.

                                                                                              Zoho Show Resources