Read receipts in NeetoDesk show whether a customer has seen a reply your team sent. A reply is marked as seen when the customer opens the ticket in the customer portal, or when their email client loads a small tracking pixel in the notification email. A green double-check icon appears on the reply, and hovering over it shows when it was first seen.
Agents use this to decide when to follow up. If a customer has not opened a fix you sent, a nudge makes sense. If they read it days ago and went quiet, the ticket may be ready to close. Read receipts are a guide rather than proof, since spam scanners, CC recipients and privacy settings can affect the pixel. Admins turn the feature on under the Tickets settings.