Sell helps you gauge whether you are actually interacting with the recipients of the email messages that you send from Sell. By clicking Viewed, you can see if the automatically tracked email messages have been opened, and by clicking Clicked, you can see if the links contained within them (if any) were clicked.
This article covers the following topics:
Checking if emails have been opened
In Sell, you can use the Viewed feature to gain an overview of how many sent emails are opened.
To view if emails have been opened
- On the Sell sidebar, clickLeads,Contacts, orDeals.
- Click the lead, contact, or deal that you want to monitor.
- On theActivity feedtab, you can see if the emails you sent have theViewed(
) icon next to them. The number indicates how many times your email message has been opened.
You can also see this information in your list of email messages in the Communication Center.
Note:Viewed numbers can sometimes distort depending on the email provider or web browser your email provider is using. This could be due to a spam filter clicking your links or emails; the web browser not tracking new openings of the same URL; browser extensions and plugins creating a conflict and distorting the viewed numbers; or the recipient's email client blocking images (in which case tracking cannot detect if the recipient opened the email or not).
Checking if links have been clicked
Using the Clicked feature in Sell, you can better understand how many of the links in your sent emails are being clicked by the recipients.
To view if links have been clicked
- On the Sell sidebar, clickLeads,Contacts, orDeals.
- Click the lead, contact, or deal that you want to monitor.
- On theActivity feedtab, you can see if the links in the emails you sent have theClicked(
) icon next to them. The number indicates how many times the links have been clicked.
Note:View and click tracking is only available for email messages sent from Sell. For email messages sent outside of Sell, the number of views and clicks is replaced with the note ‘Sent outside of Sell’.
14 Comments
Is there a way to generate a report that shows email views and clicks?
Hi BIll,
On the smart list view (for both Leads and Contacts), you can click on + Field to pull up "Views of My Last Email, "Clicks in My Last Email", "My Emails Without Contact Response" etc.:
Our support article on the Communication Smart List includes more details on using smart lists for email permanence:https://bit.ly/3ug72mR
The Email Outcomes (visualization) report is available on the Enteprise and Elite plan:https://bit.ly/31CVmhN
Let me know if you have any other questions!
Austine Hipol
Customer Advocate | Zendesk Sell
Hello,
Is there a similar feature in the Zendesk Support pannel?
I would appreciate it if someone could help me to find an extension that tracks users' clicking on a link we send in a support ticket.
Hello, Natallia!
Hope you're doing well!
As of now, this feature isn't available on the Support side of Zendesk, which I agree would be cool if implemented as well. I understand this is not the answer you were hoping for, but you can up-vote this post or create you own feedbackhere, and add your detailed use-case to the conversation. Threads with a high level of engagement ultimately get flagged for product managers to review when they go through roadmap planning.
Cheers!
Ahn L. | Customer Support Advocate
Hi, everyone! We suggestEmail Trackingfor Zendesk Support. It tracks email opens, shows the best time for a reply, and generates reports with charts and indexes. Soon, we release an update for you to track link opens.
Does Email Tracking work with Zendesk Sell? I am the Admin for our company - can I see email opens for my staff, or only for emails that I send? Thank you!
The Email Tracking App is only for Support. You can also check its supported product if you filter apps in the marketplace. However, there are also some apps that support all products.
Hi,Jeff Garris!
Email Tracking is for Zendesk Support only. However, we are working on implementing the app to Zendesk Sell. In Email Tracking, you can see all email opens for everyone and anyone. Thank you for asking!
Hi,
I was wondering what happens when the customer forwards the email to someone else.
例如:我发送电子邮件给客户link who forwards my mail to the team. Everyone in the team opens the link, what will be tracked and what not?
Kind regards,
Julia
The forwarded email will no longer be counted as it's considered sent outside of the Sell platform.
Dane, thank you for the reply. It makes sense for forwarded emails, but what about clicks in the link that was included?
I have a user case in which there have been 61 clicks on a link. It is hard to believe that this is done by 1 person only. Is it possible that the link is shared, opened by multiple people and will be tracked? Or is there another explanation to this happening?
Due to the nature of your concern, I'll create a ticket for you. Please wait for my update via email to continue our conversation.
Nova,
我最近从& Marketi Hubspot的销售ng tools to Zendesk SELL. I'm used to their email plugin so we can email from within GSUITE and many functions like sales templates as well as more email formatting options still work. Is there a plugin for GMAIL to handle tracking, open rate, link views from within the Gmail application? While we will use the Zendesk SELL tool natively in your app, often times a reply from a phone or fast email reply on a lead is much more efficient to do via our email (especially for leadership users). But when we do this, we lose your programs ability to see opens from the lead/customer. I'd love to see this functionality at parity with Hubspot via a GMAIL plugin if not.
Unfortunately, sending emails outside of Sell can't be tracked. Third party integrations with the similar function is also not available.
Would you mind posting your use case to ourFeedback on Selltopic? We have atemplateyou can copy and use in your post. This is to help get more visibility and votes on the idea. Then, others can share their use cases to further drive demand for that feature. Thanks!
Pleasesign into leave a comment.