Monitoring email open rate and link clicks

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22 Comments

  • Bill Fanning

    Is there a way to generate a report that shows email views and clicks?

    2
  • Austine Hipol

    Hi BIll,

    On the smart list view (for both Leads and Contacts), you can click on + Field to pull up "Views of My Last Email, "Clicks in My Last Email", "My Emails Without Contact Response" etc.:

    Our support article on the Communication Smart List includes more details on using smart lists for email permanence: https://bit.ly/3ug72mR

    The Email Outcomes (visualization) report is available on the Enteprise and Elite plan: https://bit.ly/31CVmhN

    Let me know if you have any other questions!

    Austine Hipol
    Customer Advocate | Zendesk Sell

     

    0
  • Hello,
    Is there a similar feature in the Zendesk Support pannel? 
    I would appreciate it if someone could help me to find an extension that tracks users' clicking on a link we send in a support ticket.

    0
  • Ahn Letran
    Zendesk Customer Care

    Hello, Natallia!

    Hope you're doing well!

    As of now, this feature isn't available on the Support side of Zendesk, which I agree would be cool if implemented as well. I understand this is not the answer you were hoping for, but you can up-vote this post or create you own feedback here, and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.

    Cheers!

    Ahn L. | Customer Support Advocate

    1
  • GrowthDot

    Hi, everyone! We suggest Email Tracking for Zendesk Support. It tracks email opens, shows the best time for a reply, and generates reports with charts and indexes. Soon, we release an update for you to track link opens.

    1
  • Jeff Garris

    Does Email Tracking work with Zendesk Sell?  I am the Admin for our company - can I see email opens for my staff, or only for emails that I send?  Thank you!

    0
  • Dane
    Zendesk Engineering
    @Jeff,
     
    The Email Tracking App is only for Support. You can also check its supported product if you filter apps in the marketplace. However, there are also some apps that support all products.
     

    0
  • GrowthDot

    Hi, Jeff Garris!

    Email Tracking is for Zendesk Support only. However, we are working on implementing the app to Zendesk Sell. In Email Tracking, you can see all email opens for everyone and anyone. Thank you for asking!

     

    0
  • Julia

    Hi,

    I was wondering what happens when the customer forwards the email to someone else. 
    For example: I send an email to a customer with a link who forwards my mail to the team. Everyone in the team opens the link, what will be tracked and what not? 

    Kind regards, 

    Julia 

    0
  • Dane
    Zendesk Engineering
    Hi Julia,
     
    The forwarded email will no longer be counted as it's considered sent outside of the Sell platform. 
     

    Note: View and click tracking is only available for email messages sent from Sell. For email messages sent outside of Sell, the number of views and clicks is replaced with the note ‘Sent outside of Sell’.

    0
  • Julia

    Dane, thank you for the reply. It makes sense for forwarded emails, but what about clicks in the link that was included? 

    I have a user case in which there have been 61 clicks on a link. It is hard to believe that this is done by 1 person only. Is it possible that the link is shared, opened by multiple people and will be tracked? Or is there another explanation to this happening? 

     

    0
  • Dane
    Zendesk Engineering
    Hi Julia,
     
    Due to the nature of your concern, I'll create a ticket for you. Please wait for my update via email to continue our conversation.
    0
  • Brandon Proctor

    Nova,

    I'm a recent transfer from Hubspot Sales & Marketing tools to Zendesk SELL.  I'm used to their email plugin so we can email from within GSUITE and many functions like sales templates as well as more email formatting options still work.  Is there a plugin for GMAIL to handle tracking, open rate, link views from within the Gmail application?  While we will use the Zendesk SELL tool natively in your app, often times a reply from a phone or fast email reply on a lead is much more efficient to do via our email (especially for leadership users).  But when we do this, we lose your programs ability to see opens from the lead/customer.  I'd love to see this functionality at parity with Hubspot via a GMAIL plugin if not.    

    0
  • Dane
    Zendesk Engineering
    Hi Brandon,
     
    Unfortunately, sending emails outside of Sell can't be tracked. Third party integrations with the similar function is also not available.
     
    Would you mind posting your use case to our Feedback on Sell topic? We have a template you can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
     
    0
  • CD Lazear

    This tracking eyeball and paperclip has suddenly been removed as of a few hours ago. Please check what happened

    2
  • Nate Bratlien

    CD Lazear The same thing happened to me. I no longer see the eyeball or paperclip as of a day or two. @... any answers on this one would be most helpful! Thank you :)

    1
  • Stephen Frost

    Is there any way to turn off the tracking? My emails have all been going to spam or being blocked, and the reason was given as "suspicious links" -- which, when I change the links to go directly to the destination rather than being redirected via circulate.it, everything works as intended. Not being able to send emails via the platform would definitely be a dealbreaker.

     

    0
  • Srdjan Stankovic

    Same here Nate Bratlien, as a matter of fact, our entire team is experiencing the same issue. Is there anyone from Customer Care team to assist with this matter? We would greatly appreciate a timeline for this to be resolved. 

    0
  • Nate Bratlien

    Stephen Frost I actually just had this same issue. All of the sudden emails to clients I have already corresponded with were being blocked. Do you use a Gmail hosted email address? If so, try your best to get on the chat with a Google service member, and they will have you update your DNS with some code to clear that issue. I did this a few days ago, and the issue has disappeared. Good Luck!

    0
  • Patrycja Walencik
    Zendesk Product Manager

    Unfortunately, an unexpected problem in the system came up and our team is working on fixing this. Using this webpage you can monitor the status of progress. Apologize for the inconvenience.

    0
  • Dan Dickerson

    Good morning team!

    I unfortunately never looked at this prior to the outage reported by Patrycja Walencik - is this visible to say managers of sales teams? For instance, can I see if one of my Sales Associates' emails are being read if they're out of office/spot checking for audits, or are these objects only available to the sender?

    0
  • Srdjan Stankovic

    Apparently, the issue still persists because as soon as you implemented trackers into links contained in the HTML signature all my sent emails have been blocked. The same happened to all previously created threads so the only "solution" I came across is to send emails directly from my Gmail account in order to avoid my emails being marked as spam. Any news as to when we can expect this issue to be resolved? 

    0

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