Troubleshooting Missing Email Statistics

Overview

When your email statistics for opens, clicks, deliveries, or bounces are not appearing, it is typically due to one of a few common configuration issues. The problem often relates to the method used to send the email, the email provider's capabilities, or a technical setup like a missing DNS record. This guide will help you identify and resolve the issue.

Why Email Statistics Are Not Showing

Begin your investigation by checking two primary factors: how the email was sent and which email provider is configured.

Check the Sending Method

Email statistics are organized based on how the email was dispatched. Different sections exist for emails sent via the Email Builder's bulk action, a smartlist, a workflow, or a campaign. If you are looking at an email template and not seeing statistics, note that statistics are only populated when emails are sent using the specific bulk action within the Email Builder. Ensure you are checking the correct reporting area for your chosen sending method.

Check the Email Provider

The ability to track specific statistics depends on your email service integration. If you are using a standard SMTP provider, only open and click data can be retrieved and displayed. Comprehensive statistics, including delivered and bounced emails, are only available when using the Mailgun integration or the platform's own email service.

Pro Tip: For complete and accurate tracking, we recommend using Mailgun or the built-in CRM email service. If you have an existing workflow that was originally configured with an SMTP provider, the historical statistics from that period may not display correctly. To resolve this, duplicate the workflow and begin sending emails from the new copy to ensure future statistics are tracked properly.

Reset the Mailgun API Key

If you use Mailgun and statistics are missing, a corrupted API key connection could be the cause. To reset it:

1. Navigate to the Agency view.
2. Go to Settings, then select Email Services.
3. Choose Location Settings and edit the Mailgun API integration for the relevant sub-account.
4. Type "Delete" to remove the current integration.
5. Re-integrate by adding a fresh Mailgun API key.

Verify the CNAME Record

A correctly configured CNAME record is essential for Mailgun to track email opens, clicks, and unsubscribes. If this record is missing or incorrect, tracking data will not be recorded. The process for verifying and correcting your CNAME record is the same as when troubleshooting links in emails that fail to open.

Confirm Mailgun Webhooks

Mailgun uses webhooks to send event data back to your CRM. To ensure they are set up correctly:

1. In your Mailgun account, navigate to the Sending section.
2. Click on Webhooks.
3. Select the domain that matches the one configured for your sub-account.
4. Verify that webhooks are configured for all necessary event types (e.g., delivered, opened, clicked, bounced, unsubscribed).
5. If any webhooks are missing, click "Add Webhook" to create them for each event type.

Frequently Asked Questions

Why don't I see delivered or bounced stats with my SMTP provider?

SMTP integrations do not provide access to the delivery and bounce event data required for these statistics. Only open and click events are available. To see all statistics, you must use Mailgun or the platform's built-in email service.

If I switch from SMTP to Mailgun, will my old email stats update?

No. Statistics are recorded at the time of sending. Emails sent via SMTP will not retroactively gain delivered or bounced data. To start collecting full statistics, duplicate any existing workflows and begin sending from the new version.

Are email statistics from different sending methods located in the same place?

No. Statistics are separated by the method used to send the email (e.g., Email Builder bulk action, smartlist, workflow, campaign). If stats appear to be missing, first confirm you are looking in the correct reporting section for that specific sending activity.

How can I verify my CNAME record is set up correctly?

Use an online DNS lookup tool, such as MX Toolbox's CNAME lookup, to confirm that your tracking subdomain's CNAME record resolves correctly. If it does not, email tracking for opens, clicks, and unsubscribes will fail.

What if only one type of Mailgun webhook is missing?

Only the data for the missing event type (e.g., bounces) will be absent. All other event types that have webhooks configured will continue to report normally. Add the specific missing webhook to restore tracking for that event.

Does the built-in CRM email service provide the same tracking as Mailgun?

Yes. The platform's own email service is designed to provide full email statistics, including opens, clicks, deliveries, and bounces, similar to Mailgun, without requiring you to manage CNAME records or webhooks manually.