Why does HTML Email Tracking 'Times Opened' count defaults to 1 for emails sent from Case Records.
|Knowledge Article Number||000233004|
|Description||Why does HTML Email Tracking Status 'Times Opened' count defaults to 1 rather than 0 when emails are sent from the Case Records ?
We see a difference in behavior when it comes to tracking HTML emails sent from the Contact object records and Case object records.
When emails are sent from the Contact Object, the default status that is '# Times Opened' is set to 0. However, when the emails are sent from the Case Object records, the default '# Times Opened' can be seen as 1, even though no one would have opened the email or viewed it.
This behavior can be noticed if 'Feed Tracking' is enabled on the Case Object and this is working as designed. To change this behavior you will have to disable 'Feed Tracking' on Case Object.
Note: Some spam filters and mail gateways scan the contents of emails and will open the tracking URL as they pass the mail. This will record that the mail has been opened but it would not have been opened by the actual recipient.