Customer Issue

When a user clicks a link within an email, we count an email link click event, but we do not currently assume that they were also able to open the email. If we did not register an email open event from the user for any reason, we should assume if they were able to click a link from the email that they were also able to open it - and register an email open event. 

Environment

• Studio - Insights/Analyze

Issue Details

An email is counted as opened when an invisible "tracking image" in the email is loaded by the user opening the email. If this fails to happen, we do not register an email open event. This is noted on our Knowledgebase in the Glossary. 

However, if the user then clicks a link within the email, we should assume that they were able to open the email, and register an email open event. 

Resolution

To ensure that we capture all of the Email Open events for users opening emails, we recommend you follow the steps from our Knowledgebase article: Allow Images in Email from Firstup

Please check the current status of this issue on the Known Issues Tracker. (Issue ID: ME-3078)