How to track Follower’s email opens using Email Tracking

Email tracking can monitor when the ticket’s follower opens an email. This means you have a wider possibility to learn who opened the email and when.

To launch this kind of monitoring, you need to perform a few steps and enable the Followers tracking option.

In order to configure the Followers tracking:

First, go to the Settings page of the application.

Next, find the Track Follower Notifications section, and if you need the 'Seen' and 'Seen Count' fields of the ticket to be updated when a follower opens an email, toggle on the Update Custom Fields option.

Then, click the Copy button and go to the Admin Center -> Object and rules -> Tickets -> Settings (you also can follow the link as shown in the screenshot below).

When you are at the Admin Center, scroll down, find the CCs and Followers section, and check whether this option is enabled.

Finally, paste the copied shortcode into the Follower email template, as shown in the screenshot below.

And remember to click the Save tab at the end of the page.

So that’s all for today. Now Email Tracking can track Followers. You can see all the necessary information about email opens in the app’s widget. Besides, the Seen and Seen Count fields will be automatically updated depending on seen status.

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