False Hubspot Document OpensSOLVE
Dec 23, 2020 12:38 PM
I am sending emails out with a Hubspot Document to schools in a sequence to individuals that I have added to Hubspot. For some of the schools I am getting 100% viewing rate on the document. The seem to all open it shortly after I send it. At first I thought that I was getting great results. But now, it seems inplausable that 100% would open the email and click on the document with in a minute or two especially since this is the day before Christmas Eve and they are all off work right now. In the document view most opens are for 0 seconds or 10 - 12 seconds.
Can security scans or firewalls open a document and make Hubspot think that the document is being viewed? The high open rate for almost the same amount of time from the same school districts make me think I am getting a false hit.
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Dec 30, 2020 11:50 AM
Good morning @GFarmer3!
I would say that your suspicion of firewall or other scanners looking at the attachment is correct and causing the view rate to be 100%. Schools most likely have a very high level of security and their systems scan everything that comes in.
To verify, could you create a list of non-school, test email accounts (gmail, yahoo, etc.) and see if you get the same results when sending to this test list? If this list also shows a 100% view rate, then I'd show that to Hubspot Support as proof that something could be wrong in the reporting. If this list has a different result, then we can put the blame on the schools' security systems.
I've had conversations with Hubspot Support about various stats and attempting to supress bot traffic like this (https://knowledge.hubspot.com/reports/exclude-traffic-from-your-site-analytics). It is a never-ending battle for Hubspot and us because new bots are being added all the time.