Possible to track email open and click through rates?

[peterleavit]

Hi - I'm wondering if there is a capability that allows for tracking interactions with email.  This would include things like Open Rate, Click Through Rate, and Delivered.  If "yes", would appreciate understand in what product it exists and how it can be configured.  Thx!  Peter

[Mark Manders]

No. ServiceNow sends the email and processes incoming emails. If you want to know what people do with the email, you need to check on the email clients that are used.

ServiceNow does not ask for delivery confirmation. Send = send. 

And click through rate could be something you add yourself, by adding a parameter to every link you send out, that can do a count like 'entered from email'. But I fail to see the value of it.

[Dr Atul G- LNG]

Hi @peterleavit 

No, it’s not possible to track this. Once an email is sent from ServiceNow, it goes to a third-party tool like Outlook. When the user clicks that email, the action is not associated with ServiceNow. So, it can’t be tracked.