Monitoring email open rate and link clicks

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4 Comments

  • Kristie Bryant Fitzgerald
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    If the recipient of the email message forwards that email to another person, does the activity feed still track those additional views/clicks to that email by the additional recipients?

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  • Grzegorz Pogwizd
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    Thanks for the great question Kristie, I'm happy to clarify on the email views tracking mechanism.

    Please know that it relies on a single invisible (1-pixel) image at the end of each email sent from Sell. This image is downloaded from our servers each time someone opens the email containing it, and each download is calculated towards total views count.

    So if a recipient forwards the email over to someone else, it does get forwarded with the image, so when other recipients view this email, these views do also get calculated. This also happens when you as the email sender open it externally to Sell, so for example in your Outlook program or a webmail account.

    It does not get calculated only when looking at the email inside Sell, everywhere else we don't have any control over it.

    Also it depends on what the recipient's email client does with the image - whether it downloads it each time the email gets opened, or maybe only a single time when it's opened for the first time, or maybe not at all. This is also something that we have no control of as it's only dependent on settings of the email client on the recipient's side.

    So in general this is a nice feature that works well most of the time but in fact can't be strongly relied upon in some cases.

    As for the link clicks the count is added upon each single click on any link contained within the email body (but not in the signature). So for example if you add 3 links into your email and your recipient clicks on any of them it'll add to the total count each time. Here, the forwarding scenario applies as well.

    Please remember that the view and link click tracking works only when the email is sent out from within Sell, and not externally from your email client. It must go through Sell for us to have the possibility to add the pixel image and the tracking code to your links.

    Grzegorz Pogwizd
    Technical Support Engineer | Zendesk Sell

    Do you need more information? - Our Help Center has it all at https://support.zendesk.com/hc/en-us/categories/360002582434-Sell
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  • Pascal Lagadec
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    Hello, are these clickable icons that will open up a corresponding report that lists all recipients who have viewed and/or opened the email? thank you for clarifying.

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  • Grzegorz Pogwizd
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    Hi Pascal,

    Thanks for your question but I'm afraid that they're not clickable and there is no detailed report with that information available in Sell currently.

    These icons represent the total views and link clicks for a particular email.

    For the email views, it increases each time someone opens the email. So if a recipient forwards the email over to someone else and that person views that email, these views do also get calculated. This also happens when you as the email sender open it externally to Sell, so for example in your Outlook program or a webmail account. It does not get calculated only when looking at the email inside Sell, everywhere else we don't have any control over it.

    As for the link clicks the count is added upon each single click on any link contained within the email body (but not in the signature). So for example if you add 3 links into your email and your recipient clicks on any of them it'll add to the total count each time.

    I hope this helps. Best regards!

    Grzegorz Pogwizd
    Technical Support Engineer | Zendesk Sell

    Do you need more information? - Our Help Center has it all at https://support.zendesk.com/hc/en-us/categories/360002582434-Sell
    Do you prefer a live conversation? - Call us at +1 888-670-4887 press 1, Mo-Fr, 8am-5pm, Pacific Time
    Want to talk to other Sell users? - check out our Community at https://support.zendesk.com/hc/en-us/community/topics/360001380554-Sell-Q-Ab

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