Possible causes of broken clicked-link-in-email tracking

[Anonymous]

Hello community,

I've seen a couple cases now where the email click statistics on an email batch campaign (not email program) are showing up blank.  The open rate for the campaign does populate, and I know for a fact leads are clicking through the email, but the report does not populate.  I have also tried creating a separate smart list with the filter 'clicked link in email xyz' and it returns 0 leads.

This is only happening on a couple different emails recently, but I am wondering what the possible causes are for this to break?  Could something be out of whack all of a sudden on that particular email template or is something else going on that I am missing?  Or, is it just a glitch...

Welcoming your feedback!

[Josh_Hill13]

Are you using a link that is in a My Token? Always remove the "http://" from these links.
Did you use mktNoTrack in the link?

Do you have a branded tracking subdomain that is broken?

I'd contact Support if you cannot resolve this otherwise. You might try a live test: send it to yourself, click, run a report.

[Jill_Guest]

Thanks Josh,

I think we ran into the same issue, when using a My Token as the link. Do you know if/where this is addressed in the docs anywhere? I'm surprised I have never heard about that. I'd love to understand the issue deeper so we can insure we don't run into this in the future.

[SanfordWhiteman]

Jill, this is a longstanding rule. There's nothing really deep about it: because of order-of-operations, Marketo needs to see the link as an offsite href before looking at the token value itself.

Another rule exists for Velocity tokens, where the token cannot be tracked if entered as http://{{my.token}} but rather the fully-formed <a> tag must be output from the token.

[Steven_Vanderb3]

We have some docs describing how to set it up here Using URLs in My Tokens - Marketo Docs - Product Docs .  The email parser needs http/https outside of the token in order to know to build the token before decorating all the links with tracking parameters.

[Anonymous]

Hey Josh - definitely no to the first two; #3 not certain.  I'll look into that, otherwise I agree this sounds like a support case.  Thx for the suggestions.

Nate