Why emails show opened so many times>

Christy Lawrence
Christy Lawrence Member Posts: 1
edited July 2022 in Sales CRM #1

 I often see the email is opened a huge amount of times and don't really understand if the receiver is actually opening the email over and over? I've seen them over 100+ times and it doesn't really make sense to me. I would appreciate any insight :) Thanks in advance, Christy



  • Inês Batata
    Inês Batata Posts: 2,209
    2500 Comments Third Anniversary 25 Likes First Answer
    edited April 2022 #2

    Hi @Christy Lawrence !

    If the email was sent to multiple recipients who opened it, any time one of the recipients opens it, it will be counted as an instance and will indeed show up in the little tracking report you're seeing. Same thing if you only send the email to a single recipient: each time they open it will be counted.

    However, if you feel this is an excessive number of counts, reach out to our Support team and they can help you troubleshoot and investigate further. 

  • Mike van der Valk
    Mike van der Valk Product Manager Posts: 3,239
    2500 Comments 100 Likes Third Anniversary 5 Answers
    edited April 2022 #3

    Hi @Christy Lawrence 

    There’s a lot of variables that can cause this.
    Our email tracking feature is very sensitive. Meaning any soft refresh would cause the number to increase.
    That even includes the user who sent it. Also if the email is forwarded to someone else, it technically includes the pixel used to track the amount of clicks. In other words, this would also attribute to higher clicks.
    In case you have one specific email that you know hasn't been forwarded or refreshed and it still happens do let us know so we can investigate.
    And what Inês said above is also true!