About Open Tracking

Open Tracking is a feature that allows you to see whether your customer has viewed the message you've sent them. A couple of things to note:

  • Open Tracking uses a tracking pixel in your outgoing messages to determine whether a message has been viewed. This is dependent on how your customer views the message and their email provider settings. False positives and false negatives are always possible here — some spam blockers and email servers will access that tracking pixel making it report as read, and some email clients won't load that pixel even though the customer has read the message, making it report as unread. 
  • If you send a message to a customer and CC or BCC anyone, their views of the message can also load the tracking pixel and show that the customer has read the message. There isn't a way to distinguish who has viewed the message on group conversations.

Help Scout Account Owners and Administrators can turn this feature on and off at Manage > Company.

You'll see an envelope icon on a sent thread where the tracking pixel has been loaded from the recipient side of things. Hover over that envelope to see the time stamp.

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