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Email Tracking - Open and Hyperlink Clicks no longer visible
Posted Jul 13, 2023
I noticed there has been yet another change to the user interface which is not helpful and hope they will fix it soon. The ability to see if someone has opened an email and also click onto a hyperlink in the email has disappeared. Additionally, I am no longer receiving notifications of when people view an email. These constant changes that never improve the user interface are very annoying.
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6 comments
Official
Patrycja Walencik
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.
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Emily Salzman
This is the worst change I've seen made by ZenDesk so far. It's bad enough that it's not possible to generate a report (in Explore) to see the success of an email campaign. ZenDesk's marketing materials are misleading. It was implied in materials I saw last year that it would be easy to see who is opening emails and that ZenDesk is a great tool to use for email campaigns -- when there was actually no way to gather information in a report showing simple things like how many companies received outreach and how many of those companies actually opened messages. The only way to pull together results to show our executive team was to go to each contact record or each lead record to manually record and sum up opens and clicks. Now, even that functionality has been removed.
What company doesn't need to be able to report on the success of email campaigns at an executive level? Why would ZenDesk make this so difficult?
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Kat Amato
I agree, Emily. It's rare that the changes the developers make is something useful to their paying customers. Frustrating!
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GREG KANTERES
Is this related to the recent Zendesk Sell pixel tracking email issue?
There is nothing on the page that Patrycja linked above which provides progress tracking, status updates, or any other information about this issue.
Any updates as to when this functionality - which we were promised and are paying for - will be restored?
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Amos Adler
Has this been addressed? I'm still not seeing clicks only views. - This is a feature we are paying for. What is the status?
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Scott Hutchinson
Attn: Patrycja Walencik
It has been 2 months now since your system has stopped displaying clicks per email and allowing filtering of the same. I'm registering my request along with the others here for you to prioritize this issue, or at least, post an update on the progress being made. Also, please advise if the fix will be retroactive to email sent since the break occurred. Thank you.
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