KB5002 - Conversation receipt correlation failed

What happened

ReadReceipts could not correlate a conversation reply with a receipt record. This can occur when a reply does not contain a tracking pixel, so the message may not indicate a problem with your setup.

How to fix

1. Confirm that the ReadReceipts pixel remains in your Freshdesk agent reply template.
2. Send a new test reply without removing the tracking pixel.
3. Check whether a receipt appears after the recipient opens the message.

Contact support

If the problem continues for replies that include the pixel, contact support@readreceipts.app with KB5002, the ticket URL, and the time of the reply.