Email is a fickle technology, what with the state of anti-spam technology and SPF records, and DKIM, etc... The odds of an email going through really aren't as

Email is a fickle technology, what with the state of anti-spam technology and SPF records, and DKIM, etc... The odds of an email going through really aren't as certain as they were 20 years ago! That said, we use tracking pixels in our support ticket system because we often do have certain clients who simply can't receive email from Zendesk for whatever reason. The read receipt gives us a positive signal that they received it, or conversely if we _don't_ see a read receipt, it's a low quality signal that maybe they didn't receive our response.