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EmailTracking by Dewak

Discussion in 'Apps and modifications' started by Andres Berdugo - Dewak, Oct 19, 2013.

  1. Andres Berdugo - Dewak

    Andres Berdugo - Dewak Experienced Member

    Hi Kayako community,

    We are very excited to announce the latest addition to our apps catalog: EmailTracking for Kayako.
    With EmailTracking you can verify if replies from your help desk are being read by your customers. Sometimes email servers fail, email accounts run out of space, emails don't arrive or your customer simply skips your message, don't let this situations affect your service level and reputation. Take action when a customer doesn't follow up with you and ensure your customer service level is always as its best.
    Here's a few screenshots of the app and short description of it's features:

    1. Send & Track button.
    Choose which replies are important and send them with a read confirmation.

    2. Verify replies.
    You can check if replies were read and also when.

    With the post preview option you can quickly find your tracked responses.

    You can also play with the live demo at:
    User: admin
    Password: abc123
    After logging in create a test ticket and use the "Send & Track" button when posting a reply. The "EmailTracking" tab will display a summary of the tracked responses that includes a post preview, the post date, read confirmation, read date and if the post had cc, bcc or third party recipients.

    As of today this app is compatible with Kayako 4.6X or newer

    "EmailTracking" is now available at our online store for $99.99 or you can request a free 30 day trial at http://www.dewak.com/kayako-products/emailtracking

    Let us know what you think.
  2. Jchieppa

    Jchieppa Member

    What metric are you using to validate if the email was read? Since read receipts are almost universally ignored I'm guessing it's html script based and looking at the emails generated via the demo it's a randomly generated image hash. Most email clients these days don't show images by default, so what happens in kayako when the system thinks the reply is unread?
  3. Andres Berdugo - Dewak

    Andres Berdugo - Dewak Experienced Member

    Hi Jesse,

    We are using the method you described to track emails, as you mentioned it is not a 100% reliable because email clients might not show images by default but when this option is enabled the messaged is marked as read.
  4. tomb100

    tomb100 Member

    Does your demo account for this still demonstrate the module's functionality? there are just 3 tickets here and none show a "read" timestamp.
  5. netFusion

    netFusion Reputed Member

    Hello Andres,

    Is Dewak still supporting the EmailTracking and DirectLogin apps? I've had a ticket open at dewak.com about updating both since December 2015 and have been unable to get a response.



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