topic Re: HubSpot not showing that a transactional email was opened by a specific contact in Email Deliverability

HubSpot not showing that a transactional email was opened by a specific contact

Matt-Cockayne — Sat, 15 Jul 2023 16:18:06 GMT

Hello,

We recently sent out an important customer communication this past week and used transactional email for it. I pulled the email recipient report and sent it to our account management team to do follow up with anyone who didn't open the email. One of the contacts who showed up on the report as unopened, confirmed that they did open the email multiple times. It's been a few days since and they are still not showing as opened in HubSpot (contact record and within the email). Any idea why this may be the case?

Re: HubSpot not showing that a transactional email was opened by a specific contact

karstenkoehler — Sat, 15 Jul 2023 16:31:52 GMT

Hi @Matt-Cockayne,

Due to privacy changes for some email clients and email service providers, open information is not reliable anymore, see for example here: https://knowledge.hubspot.com/email/analyze-the-adjusted-open-rate-of-your-emails

This is not a HubSpot-specific issue, all marketing tools have this challenge.

Additionally, IT departments at companies might choose to block certain elements in incoming emails entirely, prevent the assets that allow the tracking to load.

In other words, while it's disappointing, it's perfectly normal that you're not seeing all opens registered correctly, due to how email service providers and clients handle privacy.

Best regards!

Re: HubSpot not showing that a transactional email was opened by a specific contact

Matt-Cockayne — Mon, 17 Jul 2023 13:38:11 GMT

Thanks Karsten, this makes sense. Out of curiosity, have you seen companies start to use alternate forms of communication to reach customers other than direct communication from Customer Success? We also have a community website we use to send out communications.