Email History Tile - Emails Disappeared

Rebecca Tuszynski · June 12

Did anyone else notice that in the last few months Blackbaud sneakily removed all email history from the ‘Email History’ tile on the constituent record that is older than 13 months.
I’m very annoyed about this as now I can‘t see when emails have hard bounced etc.. just now have a lot of records that have nothing in the email history tile but yet have an email on the record.
They just took the functionality away and didn’t say anything.

VERY ANNOYED!

Tove Elander · June 16

@Rebecca Tuszynski yes, I noticed this in April and I contacted support who said they were looking into it, and would get back to me (they haven't). I am also a bit annoyed about it as we are in the process of cleaning up our email lists by checking unopened and bounced emails. Your post has prompted me to get back in touch with support!

Heather Pauli · June 16

@Tove Elander We don't track sent emails in RE NXT, but it's concerning that you do and never got promised follow-up after you advised support of the issue months ago. It's also concerning to me that they apparently took away Email History without warning, I hope you and Rebecca get some information on this problem soon as it makes me wonder what else is going missing in the systems that I just haven't noticed yet!

Heather Pauli · June 16

@Rebecca Tuszynski I don't use this function in RE NXT but hope you contact support on this problem as you are clearly not the only user who noticed the disappearance, maybe they will actually research it if they receive another flag about the issue.

Denise Miller · June 23

@Rebecca Tuszynski We've often utilized it under the “Appeals” tab when we sent communications and then downloaded that information after that sending. I just looked and I can see all of those dates tracked that way if helpful. We have not yet started sending communications through web view since we migrated though.

Hallie Guiseppe · July 8

Hi @Rebecca Tuszynski
I can definitely understand your frustration—having data disappear without notice is really disorienting, especially when you're trying to stay on top of things like bounce management.

I thought I’d share what’s been working for us in case it’s helpful. Since our goal is also to monitor and act on bounced emails, we’ve shifted our process to start from the “Sent Emails” page in the Email Marketing area (which still shows the full list of emails we've sent). From there, we click the blue number under the “Bounce” column to create a list of constituents whose emails bounced.

Once we have the list, we go into each record to check the email history. If it was a hard bounce, we mark the email as inactive. We do this on a monthly basis to stay ahead of it, which has helped avoid running into the 13-month cutoff, though I agree, the lack of communication about this change makes planning difficult.

I hope this approach offers a manageable way forward for your team.

Karen Diener · July 9

@Hallie Guiseppe:
Hi @Rebecca Tuszynski
I can definitely understand your frustration—having data disappear without notice is really disorienting, especially when you're trying to stay on top of things like bounce management.
I thought I’d share what’s been working for us in case it’s helpful. Since our goal is also to monitor and act on bounced emails, we’ve shifted our process to start from the “Sent Emails” page in the Email Marketing area (which still shows the full list of emails we've sent). From there, we click the blue number under the “Bounce” column to create a list of constituents whose emails bounced.
Once we have the list, we go into each record to check the email history. If it was a hard bounce, we mark the email as inactive. We do this on a monthly basis to stay ahead of it, which has helped avoid running into the 13-month cutoff, though I agree, the lack of communication about this change makes planning difficult.
I hope this approach offers a manageable way forward for your team.

Can you explain the “13 month cutoff”? I'm not tracking how this is related to your team marking email as inactive when there is a hard bounce.

Hallie Guiseppe · July 9

@Karen Diener
Hi Karen, Rebecca shared that the email history tile on the constituent record only goes back 13 months and since you need to see the bounce code to determine if it was a hard or soft bounce if the email was sent longer than 13 months ago you won't have that information. We check the bounce type and if it is a hard bounce, we mark that email address inactive. If it was a soft bounce we leave the email active.

Karen Diener · July 10

@Hallie Guiseppe:
@Karen Diener
Hi Karen, Rebecca shared that the email history tile on the constituent record only goes back 13 months and since you need to see the bounce code to determine if it was a hard or soft bounce if the email was sent longer than 13 months ago you won't have that information. We check the bounce type and if it is a hard bounce, we mark that email address inactive. If it was a soft bounce we leave the email active.

A ha! Thanks! I admittedly didn't carefully read through everything so was not aware. I was interpreting the cleanup you were doing as somehow preventing the 13 month disappearance of the email “history”.

Email History Tile - Emails Disappeared

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