Read By Tab - Ticket Details Panel

Hi,
What actions lead a user to be visible under the 'Read by' tab of the ticket details panel?

That is, do they have to directly interact with the ticket itself to be listed?

Does receiving and reading a system generated notification email lead the user to be posted in this tab even if they have not directly viewed the ticket itself?

Thanks!

Missy

Asked by Malissa Somers on Tue 9/3/24 11:27 AM Last edited Tue 9/3/24 11:27 AM
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Answer (1)

This answer has been marked as the accepted answer
Brittany Renn Tue 9/3/24 11:53 AM

Hi Malissa, 

Yes, some email servers/clients will automatically load all remote content in an email when it is delivered.  So right when some users are notified, the "tracking pixel" in the email will get loaded, thus marking the ticket as read.  If desired, the tracking pixel can be disabled in TDAdmin, under "Notification Footers" section within the ticketing application.

Best,
Brittany Renn
TDX Support

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