Email link clicked but email not opened

SOLVE
ad26
Participant

we've noticed in one of our most recent emails that: 

the email itself was never opened but a link inside of the email was "clicked".
How is this possible? Was the email really never opened? 

thanks for your help.

0 Upvotes
2 Accepted solutions

Accepted Solutions
willsmith
Solution
Key Advisor | Diamond Partner

Hi @ad26 

 

The way that HubSpot tracking works is, a one-pixel invisible image is placed on each email when it goes out. 

 

If the recipient's email is set up not to automatically load images, they could still see the majority of the email in their preview pane and the corresponding link. The link could also be clicked from this pane, without the pictures downloading - hence, the click without the open. 

A  few resources from HubSpot about email tracking:

How HubSpot email open tracking works.  

Why am I getting multiple notifications for the same tracked email? 

 

I hope this helps. If it does, please mark it as a solution. 

View solution in original post

BB1
Solution
Top Contributor

Hi @ad26 - good answer @willsmith  - I would add that, unless changed recently, Hubspot runs a workflow that if someone did click a link, the email will show as opened. It takes a bit of time to update. So in all likelyhood, you would only see very recent contacts as having clicked but not opened. You can make a list of people who clicked but did not open and see that happening - contacts coming into the list and then leaving as they get updated by Hubspot.

View solution in original post

4 Replies 4
willsmith
Solution
Key Advisor | Diamond Partner

Hi @ad26 

 

The way that HubSpot tracking works is, a one-pixel invisible image is placed on each email when it goes out. 

 

If the recipient's email is set up not to automatically load images, they could still see the majority of the email in their preview pane and the corresponding link. The link could also be clicked from this pane, without the pictures downloading - hence, the click without the open. 

A  few resources from HubSpot about email tracking:

How HubSpot email open tracking works.  

Why am I getting multiple notifications for the same tracked email? 

 

I hope this helps. If it does, please mark it as a solution. 

View solution in original post

BB1
Solution
Top Contributor

Hi @ad26 - good answer @willsmith  - I would add that, unless changed recently, Hubspot runs a workflow that if someone did click a link, the email will show as opened. It takes a bit of time to update. So in all likelyhood, you would only see very recent contacts as having clicked but not opened. You can make a list of people who clicked but did not open and see that happening - contacts coming into the list and then leaving as they get updated by Hubspot.

View solution in original post

ad26
Participant

this was very helpful info. thanks so much because we were wondering how this was even possible. but I guess as you said they were able to click the link from the preview without actually opening the email.

 

0 Upvotes
BB1
Top Contributor

Actually, they are opening the email but not showing pictures, so HS does not know they opened the picture (they don't download the HS tracking pixel). They click on a link - that HS can track, and then HS is saying - if they clicked, they opened, so we will mark opened.

0 Upvotes