'Other' category in open rate

[EvaUR]

When analysing our e-mail performance report, we see a lot of opens being credited to the 'Other' category, but we have no idea what type of device this could be. Why don't these go under desktop or mobile? Any ideas on how we can find out where these opens are coming wrong?

[karstenkoehler · Accepted solution]

Hi @EvaUR,

A while ago, I had the same question and clarified with HubSpot directly:

The data for the chart relies on the user-agent returned to HubSpot when the device opens the email. It's basically a piece of metadata that says what device the connection is from when opening the email. Emails opened in the Gmail client are considered "Other" because Gmail does not return a user-agent to HubSpot that distinguishes between a desktop or mobile device. We cannot determine if the open was from a desktop or mobile device. Gmail does not share this information for privacy reasons.

Having said that when users click a link in an email the data we source for that chart comes from the web browser, rather than the email client, which does return a user-agent that lets us identify if the click happened from a desktop or mobile device.

Best regards!