Email view events issue for communication service

Question

Email view events issue for communication service

Deep Patel 0

Hi,

I am using Azure Communication Services Email to send emails, and I need user engagement tracking to determine whether recipients have opened or clicked the emails.

I have already requested and received an increase to the email sending quota. User Engagement Tracking is enabled, and I have also completed all the necessary configuration changes.

Currently, I am receiving Click engagement events successfully, but I am not receiving any View/Open engagement events.

I have troubleshooting the issue and inspected the raw MIME/EML of the emails sent by ACS. I noticed that ACS is adding the click-tracking URL, but it does not appear to be adding the tracking pixel/image required to detect when an email is opened. Because of this, I believe the View/Open event cannot be generated.

Could you please help me understand:

Why is ACS not injecting the open-tracking pixel into the emails?

Is there any additional configuration required to enable View/Open tracking?

Is open tracking supported for verified custom domains?

Is there any setting or change I need to make on my side to start receiving the View engagement events?

I would really appreciate your help in identifying the issue and getting the View/Open tracking events working.

Thank you for your support.

0 comments

1 answer

Your answer

Answer 1

Abinesh Magudeeswaran 230 Student Ambassador

Hi Deep,

Since Click engagement events are working but View/Open events are not, I would first verify the ACS Email User Engagement Tracking configuration and the way the email is being generated.

A few things to check:

Confirm that User Engagement Tracking is enabled for the ACS Email resource and that the email domain being used is a verified domain.

Make sure the email is being sent through the ACS Email service with engagement tracking enabled, rather than through another email provider or SMTP configuration.

Check the raw MIME/EML content as you have already done. If there is no tracking pixel in the message, that would explain why View events are not being generated.

Keep in mind that open tracking is dependent on the recipient's email client loading external images. Some clients, security gateways, or privacy features can block tracking pixels, so an email being opened does not always result in a View event.

If Click events are consistently received but the tracking pixel is completely absent from the MIME content, this is worth investigating with Microsoft support because it may be related to the ACS service configuration or current service behavior.

I would recommend providing Microsoft support with the ACS resource details, verified domain, approximate send time, message ID, and a sanitized copy of the raw MIME headers/content. Do not post the full MIME content or recipient information publicly.

If the same behavior occurs with multiple recipients and different email clients, that would further suggest the issue is not simply caused by recipient-side image blocking.

Deep Patel 0 Reputation points

2026-08-19T13:02:08.43+00:00

Hi @Abinesh Magudeeswaran

Thanks for your reply.

I have already verified all the points you mentioned. I also tried adding an image from my side to the email to check whether images are rendered correctly on the recipient’s side, and that worked as expected.

At this point, I believe the best option is to contact Azure Support to investigate why the ACS open-tracking pixel is not being injected.

However, I currently have only Basic Support. Is there any other way to reach Azure/ACS support or get assistance with this issue?

I would really appreciate your guidance.
Abinesh Magudeeswaran 230 Reputation points Student Ambassador

2026-08-19T13:41:50.6333333+00:00

Hi Deep,

Thanks for the additional details. Since you have already verified the configuration and confirmed that normal images are being rendered correctly, I agree that this appears to require investigation on the Azure Communication Services side.

With a Basic Support plan, you can still check whether your Azure subscription has access to create a support request through the Azure portal:

Azure portal → Help + support → Create a support request

Select the relevant subscription and Azure Communication Services resource, then choose the closest available technical issue category.

If the portal does not allow you to create a technical support request under your current support plan, I would recommend posting the issue in the Azure Communication Services Microsoft Q&A forum and including:

ACS resource region

Email domain type (custom/managed)

Approximate time of the test emails

Whether the issue occurs with multiple recipients

A sanitized MIME sample showing the absence of the tracking pixel

Confirmation that Click events are being received while View events are not

Please don't include recipient email addresses, access keys, connection strings, or other sensitive information.

Because the tracking pixel appears to be missing from the generated MIME itself, Microsoft would likely need to investigate the service-side behavior rather than making additional changes to your recipient-side email configuration.