MTS Email Read Receipt — Frequently Asked Questions

General Questions

What does MTS Email Read Receipt do?

MTS Email Read Receipt tracks when recipients open emails you send from SuiteCRM. It embeds an invisible marker in each outgoing HTML email. When the recipient opens the message, SuiteCRM records the event, shows a "Read" badge on the email, and sends an in-app notification to the sender.

Who is MTS Email Read Receipt for?

It is for any SuiteCRM user who sends outbound emails and wants to know whether the recipient has opened them. Sales teams, account managers, and support staff all benefit — especially when timing follow-up calls or deciding when to send a reminder.

Does the read check block or slow down sending an email?

No. The email is delivered first. Tracking happens entirely in the background after the email leaves SuiteCRM and does not affect delivery speed or reliability.

Does the plugin add anything visible to my emails?

No. The tracking marker is a tiny invisible element that recipients cannot see in their inbox. The email looks exactly as you composed it.

Installation Questions

Where do I get MTS Email Read Receipt?

You can purchase and download the plugin from the SuiteCRM Store at store.suitecrm.com. Search for "MTS Email Read Receipt" or use the direct link on our website at mientrungsoft.com.

What do I need to do immediately after installation?

After installation, go to MTS Email Receipt → License and enter your SugarOutfitters key to activate the plugin. Then go to MTS Email Receipt → Configuration and turn on Enable Tracking. Those two steps are all that is needed to start tracking.

Does installation affect emails I sent before installing the plugin?

No. Only emails sent after installation and after tracking is enabled will be tracked. Existing email records are not changed.

Configuration Questions

Can I turn off tracking for specific emails or users?

The current version controls tracking globally — it is on or off for the entire system. Per-user or per-email exceptions are not available in version 1.0.0.

Can I track plain-text emails?

No. Open tracking requires the email to be sent as HTML. Plain-text emails cannot carry the tracking marker. Make sure your email template or composition uses the HTML format.

Can I control whether in-app notifications are sent?

Yes. In MTS Email Receipt → Configuration, you can turn Notify on Read on or off independently of the tracking toggle. Turning it off means opens are still recorded and badges still update, but no notification is sent to the sender.

How do I know if my license is still active?

Go to MTS Email Receipt → License. The page shows the current license status. If the key has expired, renew your subscription on the SuiteCRM Store and click Validate again with the new key.

Is there a limit to how many emails can be tracked?

There is no limit imposed by the plugin. All outgoing HTML emails are tracked as long as tracking is enabled and the license is valid.

Usage Questions

Why did the badge not change after the recipient replied?

A reply does not trigger an open event. The badge updates when the recipient's mail client loads the email content, not when they click Reply. If they replied without loading images, the badge stays "Not Read". The reply is your confirmation they read it in that case.

What does the open count number mean?

The open count shows how many times the email was loaded by the recipient's mail client. Each load increments the number. If a contact opens the same email five times, the badge shows "Read (5x)". This usually indicates strong interest in the content.

Why does my email show "Not Read" even after several days?

Several things can cause this. The recipient's mail client may have images blocked by default — many corporate email systems do this. The email may have landed in a spam or junk folder. Or the recipient simply has not opened it yet. "Not Read" means no open was detected, not that the email was never delivered.

Can I see who opened the email when it was sent to multiple people?

The receipt record shows all recipient addresses in the Sent To field. When the first person from the group opens the email, the First Opened date is recorded. The plugin does not identify which specific individual from a group opened the email.

Does the in-app notification repeat if the email is opened more than once?

No. The notification fires only on the first open. Subsequent opens update the count and the last location details, but no additional notifications are sent.

Security Questions

Is the tracking data stored securely?

Yes. All tracking data is stored in your own SuiteCRM database, which is under your organisation's control. Nothing is sent to external servers except the license validation check, which contacts the SuiteCRM Store.

Who in SuiteCRM can see receipt records?

By default, users see receipt records assigned to them (emails they sent). Administrators can see all records. If your SuiteCRM uses Security Groups, receipt records respect those group restrictions.

Is it safe to have tracking running in the background?

Yes. The tracking process is read-only from the recipient's perspective — it simply responds to an image load request. It has no ability to access, read, or modify anything on the recipient's device.

Troubleshooting Questions

The badge never changes from "Not Read" even for emails I know were opened

This usually means the recipient's mail client is blocking external images. When images are blocked, the tracking marker cannot load, and no open is recorded. Try sending a test email to a personal account where images are allowed, and confirm tracking works in that case.

The First Opened date is there but the badge is still amber

This should not normally happen. Run Admin → Repair → Quick Repair and Rebuild, then reload the email record. If the badge does not update, contact support.

I stopped receiving in-app notifications

Check that Notify on Read is still turned on in MTS Email Receipt → Configuration. If it is on, check that your SuiteCRM user account is active and that you have not dismissed all alerts permanently.

The MTS Email Receipt module is not visible in my navigation

Your user role may not include access to this module. Ask your SuiteCRM administrator to grant list access to the MTS Email Receipt module for your role in Admin → Roles.

I installed the plugin but tracking records are not being created

Confirm that you have validated the license at MTS Email Receipt → License and that Enable Tracking is on in the configuration. Also confirm you are sending HTML emails — plain-text emails are not tracked. Run Admin → Repair → Quick Repair and Rebuild if the settings appear correct but tracking is still inactive.

Billing Questions

What is included in the yearly subscription?

The yearly subscription includes full access to all features, all updates released during the subscription period, and access to support through the SuiteCRM Store. The subscription renews annually.

Can I use the plugin on multiple SuiteCRM instances?

Each license key is tied to one SuiteCRM site URL. If you need to run the plugin on multiple instances, contact us at mientrungsoft.com to discuss a multi-site arrangement.

What happens if my license expires?

When the license expires, tracking stops running and the configuration page becomes inaccessible. Receipt records already in your database are not deleted. Renew your subscription and re-validate the key to restore full functionality.

Is a one-time purchase option available?

Yes. Contact us at mientrungsoft.com to inquire about a one-time purchase or enterprise licence. The one-time option includes all current features and minor updates.

How It Works Questions

Is tracking checked in real time or when the email is saved?

Tracking is set up at the moment the email is sent — not when it is saved as a draft. If you save a draft and send it later, the tracking marker is added when the email is actually delivered.

How many opens does the plugin count?

Every open is counted. There is no maximum. If a contact opens your email 20 times, the open count shows 20.

Does the plugin work the same way whether I send from the Compose window or from a contact record?

Yes. The tracking marker is added to any HTML email sent through SuiteCRM's mail system, regardless of where in the interface you compose it.

Are emails sent through automated workflows also tracked?

Emails sent through SuiteCRM's automated email processes follow the same tracking rules as manually composed emails. As long as tracking is enabled and the email is HTML, a receipt record is created.

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