1. Helps you choose your next steps for high-priority and escalated tickets.
   
2. Confirm whether outreach emails have reached the prospect.
   
3. Increases agents' productivity by allowing them to focus on read responses.
   

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

Identifying the read status

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

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

Bounce and failure indications

 

To enable Read receipts

1. Go to Setup ( ) > Data Administration > Privacy Settings.
2. Select Read Receipts, from the left panel.
3. On the Read Receipts page, click Configure next to Enable Read Receipts.
   
4. From the Read Receipts configuration panel, select the Department(s) you want to enable read receipts for.
   
5. Click Save.

Failure in receipt notification

1. The recipient's email client doesn't support read receipts.
   
2. The recipient might have declined to send read receipts.
   

Disabling read receipts

1. Go to Setup (  ) > Data Administration > Privacy Settings.
2. Select Read Receipts, from the left panel.
3. On the Read Receipts page, select Edit Configuration. 
4. From the Read Receipts configuration panel, remove the desired Department(s).
   
5. Click Save.