Email tracking with tickets and accreditations

At bikubo we care about the deliverability of the emails with which tickets/accreditations are sent.

A ticket/accreditation can be sent for the first time from the platform with individual sending (from the administrator or distributor's intranet), or with mass sending by uploading an excel file.

The user can resend the ticket/accreditation through the bikubo platform a second time to the same or another attendee email, requesting it from the ticket/accreditation attendees list. These email resend requests are by default limited to a maximum of five per day, although bikubo can be requested not to set limits in this regard.

With the request to send an email of a ticket/accreditation from the bikubo platform, a transactional mailing platform is used first, and we periodically check deliverability. If the check result shows problems with the sending, a second sending of the same ticket/accreditation is performed from a different transactional mailing platform, in case there are deliverability problems with the first one. The sending result is shown in the attendees list, being able to have the following values:

• "Opened". The attendee has opened the email.
• "Sent". The email has been sent to the attendee. From bikubo we cannot guarantee that it has gone directly to the inbox, or to spam. We have inbox deliverability reports close to 90%, however the configuration of corporate emails can limit correct deliverability. In addition, our experience indicates that on many occasions the report shows as sent, and it has actually been opened by the attendee without it being indicated as such (for example, the reason may be that the attendee does not allow the tracking pixel when opening the email).
• "Clicked". The attendee has opened the email and clicked on a link in the email.
• "Hard bounce". Hard bounces occur when the receiving server returns a code indicating that the reason for the refusal is a permanent problem with that server or recipient address.
• "Soft bounce". Soft bounces occur when the receiving server returns a code indicating that the reason for the refusal is a temporary problem with that server or recipient address.
• "Blocked, Rejected". The receiving server rejects the email and the sending platform does not suppress the address for sending.
• "Spam". The sent email has gone directly to the spam folder.
• "Queued". The sent email is waiting to be sent.
• "Deferred". The receiving email server delays acceptance of the email.

To know the status of the sending of emails sent with tickets/accreditations, every five minutes the transactional sending platform used is queried for the deliverability status of sent emails that have not yet had any deliverability report, and the sending status is recorded in the bikubo database.

For sent emails that have as delivery report result the states 'Blocked', 'spam', 'Soft bounce', 'Queued', 'Sent', 'Deferred', every fifteen minutes during the first 48 hours of sending, the transactional sending platform used is queried if it has changed status. And then it is queried once a day until the 15th day from sending has elapsed, for those indicated states. If it changes status, it is recorded in the bikubo database. Outside those states, it is not queried again and therefore the sending status of the sent email is not modified.

Once the above is indicated, the bikubo user sends an email with a ticket/accreditation, and immediately it is shown in the attendees list, in the 'email' column only the data of the entered email, without more data about its deliverability. After a maximum of five minutes, a first report of the email deliverability is shown. The next step that bikubo performs regarding that sending is:

• If the status is 'Hard bounce', 'Blocked', 'spam', 'Soft bounce', 'Queued', 'unsubscribed', it immediately performs a second sending of the same ticket/accreditation with another different transactional mailing platform, in case there are deliverability problems with the first one, and likewise after a maximum of five minutes the deliverability report with this second platform is collected and displayed, being able to happen that there are also problems with the sending. In this case it is clearly advised to change the recipient's email sending address.
• If the delivery report result has the status 'Blocked', 'spam', 'Soft bounce', 'Queued', 'Sent', 'Deferred', after fifteen minutes during the first 48 hours of sending, the transactional sending platform used is queried if it has changed status. And then it is queried once a day until the 15th day from sending has elapsed, for those indicated states. If it changes status, it is recorded in the bikubo database.
• If the delivery status is 'Clicked' or 'Opened', it is recorded as such in the database and no more modifications are made to the status nor resending operations.