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Sugar Connect Not Tracking Emails

Heather Rattmann

I wanted to see if anyone uses Sugar Connect for email tracking. We discovered at the beginning of this month, that email tracking has not been working.

While you typically have to click the "Track Email" button twice to see the message "This email has been marked for tracking." Sugar Connect initially appears to successfully track emails. However, if you go to the Email Tracking dashboard in the Sugar Connect Portal, you'll notice any tracked email disappears after a few minutes and tracking is no longer accessible. 

Is anyone experiencing this same issue? If so, have you contacted Sugar Support? It does not seem that fixing this issue is a priority to SugarCRM.

Thank you.

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  • Sugar Employee Badge in reply to John Kitsmiller

    Hi John. If you're noticing issues with email archival, I'm told that that is likely still a result of the issues outlined by Andrew on your post. 

    As far as emails not being tracked, we're only aware of a few reports so far, though there could be more. If you're having issues with emails not being tracked, you may want to submit a Support case to have it looked at, but it could be the result of the same issue (90477). 

    I hope that helps!

    Lydia Manger

    Product Manager — Sugar Discover