Email Opened Report Using Tracking Pixels

Technical assistance
1

Infos:

  • Used Zammad version: 6.3
  • Used Zammad installation type: Package
  • Operating system: Rocky Linux
  • Browser + version: N/A

Question:

We are using zammad as our shared inbox in our company (which is a great tool, thanks everyone for creating it). It is configured to send emails via Google, and receive emails that are sent to our Google Account.

Now the thing is that we really would like to know if an email we send is opened by the recipient or not. I know there are third party tools for GMail inbox that can do that like Streak, but for those, the email must be sent from GMail’s web interface. Sending the email the way Zammad does cannot report whether the email was opened or not.

Is there a way I can figure out for a given email we have sent out, whether the recipient has opened it or not ?

I’ve searched a lot and have not found any discussion around it. I’ve tried to implement it myself, using some webhooks, but that would require modifying the outgoing email’s content and adding the tracking pixel to it. I could not find a way to do this in Zammad.

Any idea how this can be achieved?

2

Zammad removes all externally hosted data, including images that are not embedded like tracking pixels. I personally dislike any kind of tracking and thus hate the idea of a tracking pixel, to be very honest.

4 Likes
3

Actually, after I posted this, I found this topic from 2020 and got a sense of your position for such a feature.

In case you are open to discuss the usefulness (or lack of) of this feature, I would categorize tracking pixel the same as “read receipts” we have in WApp, Telegram, or even Signal. Not in the same category as tracking that FB or Google do for marketing and targeted ads. We are already talking with a customer via Zammad. Knowing whether they read the email or not is an additional insight. Not that different from Clearbit integration that Zammad offers.

I would be glad to discuss the possibility of adding this feature (we can add it too), if you are open to it.

Thanks for your time.

4

In the end it’s not my decision. I provided a bit of my opinion. That’s all.

If you believe Zammad is missing important functionality and there’s no feature request yet, create one here: Feature requests - Zammad - Community

1 Like