Email opens are tracked using an embedded hidden tracking image. This is effectively a small image that get's downloaded if the email client allows such an action (eg. In Microsoft Outlook this happens when Show images is allowed).
If images are prohibited from downloading then the "Open" statistic may not increment. Conversely, if a user is automatically downloading images (many smartphone email clients do this) the "Open" statistic may increment without the user having seen the email. For these reasons the "Opens" statistic may sometimes be inaccurate and is not displayed on the main campaigns page.
Attachment opens are also tracked by a hidden tracking image placed within the attachment. If that image is allowed to load (i.e. the user opens the file), then your platform will report the attachment as being opened in your phishing campaign results.
Why are my attachments not showing as open?
If you have conducted an attachment phishing campaign and you think your results are not accurate, consider the following:
- Your user must open the attachment in its native program in order for it to be tracked. (Excel for .XLSX attachments, Word for .DOCX attachments, and so on.)
- If your users are only using a preview method to look at the attachment, this may not count as an opened attachment.
- If a user clicks on the link in the attachment preview, this will still be tracked as an attachment clicked.