From this article, we already discovered that each email has a tracking pixel embedded in it. In order not to mess up the tracking statistics, we'll talk about email tracking peculiarities more, observe all the common mistakes to avoid, and learn how to make all recurring issues disappear for good.
How self-open is tracked
We ignore emails that a sender opens as long as they are in the same browser where the NetHunt CRM Gmail extension is, even if you open the email from a different email account.
Why? To avoid false opens, when you open a recently sent message before or after receiving a reply
On the contrary, link tracking is never ignored. If, for some reason, we can't detect an email opening (a recipient blocks incoming images, has an ad-blocking extension installed, etc.) but the recipient clicks on a link, an open will be counted as well.
Why? To avoid cases where a recipient didn't open an email but clicked on a link
If you send an email to users of the same workspace as you are, we'll count opens and clicks, but replies will be ignored.
Why? If multiple workspace users share an email thread with a client, only the client's messages will be counted as replies in the tracking statistics
Tracking scenario examples
Real-life scenarios always speak louder than words. Let's dive into practical examples to see how it all works:
| Email sent to your other address (opened in the same browser) | Email sent to your other address and opened in another browser (without NH extension) or on a mobile device | Email sent to a colleague (they're part of your workspace) | You open the sent email in your 'Sent' folder (same browser) | Email sent to an external recipient (Lead, Client, etc) |
👁️ Opens | ❌ | ✅ | ✅ | ❌ | ✅ |
👆 Clicks | ✅ | ✅ | ✅ | ✅ | ✅ |
📩 Replies | ✅ | ✅ | ❌ | ❌ | ✅ |
Troubleshooting
Encountering issues with email tracking and don't know what to do? We're here to help! Discover common obstacles and their solutions below.
1. If email tracking is not showing the number of openings, first, you should check the following:
Go to the NetHunt Settings, find the Preferences tab, and check if the Tracking options are enabled:
If they are enabled, check if you have them enabled in an email composer as well:
2. Make sure you're sending an email to an external recipient. However, if you're testing NetHunt features, keep in mind to send an email to your other address and open it in another browser without the NH extension or on a mobile device.
3. Check whether the Gmail-related permissions are granted:
4. There can also be a case where certain extensions you have block the tracking. Try switching them off one by one to spot the tool that is interfering with the open rate tracker.
⚠️ Some antivirus programs can automatically open emails and check them. Any other software that can access and check email might cause the issue, too.
5. After all, the main reason why open tracking may not work for you is that the tracking pixel has not been loaded. There can be two reasons for this:
The recipient switched off the showing of the external images in Gmail, and we cannot check our little pixel to see if it has been loaded:
The image did not load because its download was automatically blocked by an antivirus or similar software. It does not mean that the picture has viruses, as the antivirus is protecting itself.
5. There are known cases of security bots associated with the email provider. These bots are used to detect viruses, malware, and possible spam, and check all emails before they reach your lead. This means that if a company of your recipient has such a bot in their domain, all emails sent to it will be checked, regardless of whether the address exists or not. Potentially, the email may not be delivered if the bot detects it as malicious.
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