Support agents often share helpful links with customers, for example, a knowledge base article, a setup guide, or a form. However, without visibility into link activity, it’s difficult to know if those resources were actually used.
Link tracking provides this visibility by showing when a customer clicks a link inside an email. This can help agents understand engagement levels and adjust their communication accordingly, for example, following up when a link hasn’t been opened or refining how information is shared.
In Zendesk Support, this can be achieved through an integration such as Email Tracking, which records link clicks and displays them directly in the ticket view. It allows agents to:
- confirm whether customers interacted with shared content,
- identify cases that may require additional clarification,
- and evaluate which links or resources are most effective.
