Sales Email

silvanjoray
Member

Tracking opens doesn't work

Hi everyone

 

I'm new to Hubspot and on the free version. I should be able to see email opens on my tracked emails, but I don't (https://knowledge.hubspot.com/connected-email/understand-hubspot-sales-email-open-and-click-tracking...). I've sent emails through Hubspot to several of my email addresses and to a friend's. It keeps just showing "sent", even once I've/they've opened it. No notification, no activity updates, nothing... I know for a fact, that my addresses/clients don't suppress tracking, as I also use the Mailbutler app on my Apple Mail. If I send it to one of my addresses through that and go open it on icloud.com, it shows that it has been opened. If I go to icloud.com and open the one I've sent through Hubspot, nothing happens. 

When I use my Gmail with the Chrome extension, it also doesn't work. But I don't really wanna even focus on that because it doesn't work even within Hubspot, where it definitely should... 

 

Anyone have similar issues? I alread chatted to the Sales Support for like an hour at least, they couldn't help... I was thinking of upgrading because tracking clicks is also important for me. But if even that most basic feature doesn't work, I don't know... 

 

Regarding tracking link clicks, I read that it's not possible to track a URL. It's only possible if the hyperlink is embedded in a word like, for example "visit my website here".

 

I would really prefer to send URLs usually, is there really no way to do that with Hubspot? Like just send www.youtube.com and have it tracked? With Mailbutler that works... 

 

Thanks and cheers,

Silvan

0 Upvotes
7 Replies 7
Jnix284
Most Valuable Member | Elite Partner
Most Valuable Member | Elite Partner

Tracking opens doesn't work

@silvanjoray just jumping in to mention that you can configure your links in the email to have the URL visible, as long as it is also clickable, like your example www.youtube.com.

 

You don't have to conceal the link in the text from the email - the two types of links are the same, both are text based, one just uses alternate copy to display the link.


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Delivery Lead at Aptitude 8

connect with Jen on Linkedin

0 Upvotes
silvanjoray
Member

Tracking opens doesn't work

Hi Jennifer,

Thank you for your answer. I know that it is possible to make a clickable URL, but according to this page it won't be possible to track clicks like this: 

"Please note:

  • Only hyperlinked, non-URL text will be tracked. For example, tracking will not occur if you type out www.hubspot.com. Even if the text www.hubspot.com is hyperlinked to www.hubspot.com, clicks on the link will not be tracked. "

Is your experience different? are clicks on URL links that are showing the actual URL tracked? for example www.hubspot.com 

 

found here (screenshot below): https://knowledge.hubspot.com/connected-email/understand-hubspot-sales-email-open-and-click-tracking

Bildschirmfoto 2024-05-08 um 22.56.45.png

0 Upvotes
Jnix284
Most Valuable Member | Elite Partner
Most Valuable Member | Elite Partner

Tracking opens doesn't work

Hi @silvanjoray you're correct - and I've verified the note in the knowledge base article is the actual behavior.

 

I tested three variations to confirm:

Jnix284_0-1715251247109.png

 

Only the first link had the tracking script and logged the click.


The other two links didn't append the tracking information.

 

I apologize for providing the wrong guidance here - one of the downsides of having used HubSpot for a long time can be keeping up with some of the smaller nuanced changes. I hadn't given much thought to link formatting in many years, I only remembered having reps that didn't format their links and would just paste them in and we didn't have tracking issues at the time.

 

I've worked with a lot of cyber security firms and they typically provide both options, for example, they will have the plain URL typed out below buttons, linked images, etc. and are not directly clickable (they remove the link and keep only the text) so they could be copy/pasted, but the objective is to have transparency of what's being clicked in the link.

 

This doesn't always work well outside of this use case and I'm not sure what your reasoning is behind using the full URL.

 

I'm sorry again for the mixup, thank you for sharing what you found in the knowledge base with me!


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Delivery Lead at Aptitude 8

connect with Jen on Linkedin

0 Upvotes
silvanjoray
Member

Tracking opens doesn't work

Thank you for trying it out. Yeah I want the full URL for transparency, because I'm sending mostly youtube links. I'm a musician and pitching for gigs to clubs. they get A LOT of emails and I'm pretty sure they wanna know what they're clicking on. So it seems like Hubspot tracking won't be an option for me in this case... 

Jnix284
Most Valuable Member | Elite Partner
Most Valuable Member | Elite Partner

Tracking opens doesn't work

@silvanjoray completely understand, I'm sorry this will keep you from tracking the clicks.

 

Something else you could try would be to add a small screenshot of the video thumbnail with the play button from youtube, so it looks like a youtube video player, and add the link to the image instead. This would let you have the tracking URL and also provide a little more context for the video.

 

I would only do this if you're sending one at a time, otherwise you could run into spam issues with too many images and links in a single email.

 

If you need to send multiple videos, I'd recommend using a playlist link instead of individual video links.

 

Best of luck with finding your next gig!


If my reply answered your question please mark it as a solution to make it easier for others to find.



Jennifer Nixon - Delivery Lead at Aptitude 8

connect with Jen on Linkedin

0 Upvotes
BérangèreL
Community Manager
Community Manager

Tracking opens doesn't work

Hi @silvanjoray,

Thank you for asking the Community!

I'm sorry to hear about your experience regarding this.
I would like to apologize for the frustration, data issues, and business impact this has caused.

Let's see that together: I understand that you'd like to see when an email has been open, right?

I'd like to ask some clarifying questions, please:

1. Which type of emails are you sending? Sales emails or marketing emails?
2. Within HubSpot, from where are you sending the email? From a shared conversation inbox? From a contact record? From the email marketing tool?
3. Where are you looking for the opening of the email information? On the email itself? On the contact record activity? In the shared inbos?
4. Have you checked with a "test" contact where you are sure that the person did in fact open the email?
5. Are the images displaying and not blocked by the email provider? Since this could block the tracking.
6. Could you please share a screenshot (without confidential information) where you only see a "sent" status and no open status for the email?

The more info, screenshots (without sensitive/confidential information), and details you can provide, the better the Community can assist.


I'd like to invite a couple of subject matter experts to this conversation: Hi @Jnix284, @danmoyle and @Mike_Eastwood do you have suggestions to help @silvanjoray, please?

Also, if anybody else has anything to add and/or share, please feel free to join in the conversation 🙂

Thank you very much and have a nice day!

Best,
Bérangère


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silvanjoray
Member

Tracking opens doesn't work

Hi Bérangère

 

Thanks for your reply. 

I'm not sure what's the difference between sales and marketing emails. For now anyway I just sent test emails containing "test" as subject line and "test" as a text (or similar) to my other email addresses and a friend. I'm a musician, so I will be using this to pitch to club promoters and festivals... (I guess we can call it sales haha)

 

I've tried sending it from contact records, and also through gmail with the chrome extension. In fact, I've just sent an email to my label and got a notification that it has been opened (notification, and visible on the contact record and acitivty feed). So that's a first success... but then I tried sending one of my alternative email addresses and it didn't work. If I send it to the same alternative address with Gmail mail tracker or Mailbutler tracking, it works. They use the same system with the pixel, so I know for a fact that my other email address that I used as test doesn't block this and tracking should work. I've also sent it to my roommate to test and sat next to him when he opened it, and it didn't work. 

 

Here it worked for the first time:

Bildschirmfoto 2024-05-08 um 13.34.26.png

 

I tried right after with exactly the same process (through gmail with chrome extension) to my alternate email address and it didn't work:

Bildschirmfoto 2024-05-08 um 13.33.26.png

Thanks for your help, appreciate it!

Best,

Silvan

0 Upvotes