Customer Issue

I am seeing inflated open and click metrics when viewing any of the email Campaigns reports in Insights.

Environment

• Creator Studio | Insights
• Creator Studio | Email Delivery
• Email Campaigns with embedded links

Issue Details

An email security vendor, appears to be artificially inflating open and click metrics in email reports. This is evident through the recording of click events on emails that have been delivered but not yet opened by the recipient, suggesting an automated process (e.g., URL scanning, link unwrapping) is triggering these events. 

These artificially generated events are currently being captured by Firstup as legitimate opens, which will impact the accuracy of retargeting efforts and subsequent email sends. This is because our system is registering the initial email as 'read' or 'opened' based on these events.

Resolution

As Firstup continues to investigate this issue, please coordinate with your email or IT team to conduct an internal investigation. Specifically, reach out to your email security vendor to reduce the quantity of artificial events.

Please check the current status of this issue on the Known Issues Tracker. (Issue ID: CSUP-6816)