Editions Available: All Editions Audience: Administrative Users

Troubleshooting Email Tracking

Bullhorn email tracking is intended to be a passive process that captures all your emails. However, you may occasionally experience an interruption in your email service or you may have a database with a large amount of duplicate records which can make finding your desired email difficult. This article provides several steps you can use to troubleshoot your email tracking.

It is important to consider:

  • Your email provider sends Bullhorn a copy of the email you've sent or received. Bullhorn shouldn't be receiving the original email.
  • Tracking happens in real time. If your email provider stops sending Bullhorn a copy of each email, they won't appear in Bullhorn.
  • Emails can only track to a single people record. As such, each record in your database should have a unique email address. If you have multiple records using the same email address, emails will track to the people record with the lowest (oldest) record ID, even if that record is archived.

Testing Your Email Integration

The first thing you want to do is verify your email integration is working correctly. You can do this by sending and receiving test emails with an external free email address such as Gmail.

Don't just exchange emails with a coworker. Emails exchanged between individuals on a shared domain can cause issues when testing. The domain is everything following the @ symbol.

Steps

  1. Create a new test record with a unique test email account.
    • Ensure only one record exists with this email address.
  2. Exchange emails between yourself and your test email account.
  3. Wait 10 minutes .
  4. On the test record, navigate to Activity > Email and check if the emails appear.

Common Issues

If you're still experiencing issues after testing your integration, verify the below common issues.

Multiple Records With the Same Email

Each record must have a unique email address. Ensure no other records have the same email address by following these steps:

  1. From Fast Find, search for the email address.
  2. Follow these steps based on your results:
    • No results: Follow How Do I View Archived Records? to ensure no archived records have that email address.
    • Multiple results: Edit the records so only the one that emails should track to is assigned the email address.
    • One result: Check the record again and if the email has not appeared, continue to the next section.

Incorrect User Settings

If you aren't an admin for your Bullhorn account, contact your admin and have them verify your email settings using the steps below.

  1. Navigate to Menu > Users
    • S-Release: Navigate to Menu > Tools > Users
      • If you do not see this menu, you will need to contact your Bullhorn Admin for assistance.

  2. Filter for your desired user and select the pencil icon to open the user record.

  3. Locate and expand Email Settings.

  4. Ensure your user's email settings match the below requirements and retest the email integration if you make changes:
    • Primary Email / Reply to: Must match the user's email address.
    • Inbound Email: On

  5. Verify your email integration is setup correctly through your 3rd party email provider. If your integration is correct, please Contact Bullhorn Support.

Owner Field Set to All

This only applies to clients using S-Release.

The ability to toggle this drop-down is controlled by usertype entitlements.

  1. Verify the Owner field is set to the recipient or All.