Sugar Market Answers & Best Practices - Recent Threads

SugarMarket Forms - Original Tracking Source Issue

Kate M — Wed, 25 Feb 2026 14:22:27 GMT

Has anyone successfully set up Sugar Market forms on an external WordPress site with full source tracking working? Looking for solutions to a few issues we've run into after switching from HubSpot forms.

Background: We are embedding the Sugar Market form on our WordPress site using the standard web component embed code. We cannot host the form on a Sugar Market landing page as our site needs to remain on WordPress for SEO, Google Analytics, and our full tracking stack.

Issue 1: Original Source Tracking Not Coming Through

We need to know where leads are coming from before they reach the form…was it a Google Ad, organic search, a referral, an email campaign? This is standard lead attribution that every marketing platform should capture to determine campaign effectiveness, ROAS, etc. What SugarMarket proposes by adding UTM parameters directly to the form itself would hardcode the same static values onto every single submission regardless of where the visitor came from, this is not a standard digital marketing practice. That means every lead would show utm_source=sugarmarket and utm_medium=form, which doesn’t tell us any valuable information of how they found out about us and how they made it to our website. We already know they filled out a form. What we need to know is whether that person came from a Google Ad, a Bing Ad, an email campaign, organic search, or a referring website etc. and which specific campaign drove them there.

Issue 2 — Sugar Market Form Blocking Third Party Tracking

When our Sugar Market form is live on the page, Google Analytics and Loop Analytics stop detecting form submissions entirely. When we switch back to our HubSpot form both tools immediately start working again. Loop and Hubspot work independently of each other, they aren’t integrated, they just process the same data.

After inspecting the form in browser DevTools we found that the Sugar Market form is built as an Angular web component. It appears to handle form submission internally using Angular's own event system rather than firing standard browser submit events. Third party tools like GA4 and Loop rely on those standard events to detect form submissions, so they see nothing when the Sugar Market form is used.

This is a significant issue because it means we have no form conversion tracking in Google Analytics and no visibility in Loop Analytics when using the Sugar Market embed.

Has anyone found a working solution for embedding Sugar Market forms on an external WordPress site that:

- Passes original traffic source data (UTM + referrer) through to SugarCRM

- Allows GA4 and other third party tools to detect form submissions

Any help or shared experience would be greatly appreciated, as this has become a major roadblock for us.

Import from external files Fails

Yves Bourgarel — Wed, 28 Jan 2026 13:42:17 GMT

Hello,

We are setting up our Market environment, and need to import the unsubscribe contacts from our previous application.
For that, i used the template file provided by Market, but when I try to import it in a preference list, i keep getting the error message :

The column havn't change from the template, I tried with all possible csv and excel format, i have less than 10k contacts, and no matter what... still getting the same error message.

Have you guys experienced that? How to pass it ?

Thanks

RE: Import from external files Fails

Michael North — Fri, 13 Feb 2026 02:59:56 GMT

Sugar Market import does actually have some validations and typically checks for validations. It can be a little hit or miss as far as what you're experiencing. Sometimes I will convert an excel file into a CVS for it to strip the formatting and then import that in to have a better chance of importing.

RE: Import from external files Fails

Yves Bourgarel — Tue, 03 Feb 2026 07:57:06 GMT

i did a little more of digging and figure out that :
- The export fails is there is an invalid email address within the list.
First not sure sure why it does not import the 9999 emails and just leave the 1 in error... and secondly, it doesn't say which one is problematic, and since there is not rule on "invalid address" from Sugar, we then have to look for a needle in a haystack.
- I still believe that there is a bug on this import, since, as mentioned before, it is much more restricted than other import within Sugar. Format it is supposed to accept, are not accepted.

RE: Import from external files Fails

Diana Flores — Mon, 02 Feb 2026 16:51:21 GMT

If I remember correctly the limit to import is really low, so break it down into 1000k contacts or less, you should be able to import your list.

RE: Import from external files Fails

Yves Bourgarel — Thu, 29 Jan 2026 08:53:23 GMT

Actually, this is not the only issue, event with the ",", the export fails. Back to square one...

RE: Import from external files Fails

Yves Bourgarel — Wed, 28 Jan 2026 14:55:36 GMT

Ok, so the problem might come from the fact that base on your Windows' regional setting, it will overide the csv saving option and put ";" instead of ","

However I'm thinking there might be a bug on "Preference list > Data > Import from external files", because this is the only place I have this issue. It is working just fine if I import data to create a list in Market, and never had this issue neither anywhere on Serve.

RE: Email Deliverability - Recipients vs. Sends and Suppression Lists

Devin Leshin — Mon, 05 Jan 2026 19:30:51 GMT

Hi Jessica Bolts,

So, we tend to use reports outside of Sugar (or at least I do so far). This may be a question to your question then.
If my understanding is correct, excludes would still show up as "rejected", it is just that you are manually rejecting them.
If that is tripping your team up and no explanation would help there, then one thing to look at is if you can add the unsubscribed and/or undescribed into the report you are pulling for your recipient list. I'm not sure if you can do that in this platform, but if so, I would do it there. That way, it just doesn't show up in your numbers to throw the team off.

I completely get the situation you are in. When I was working for a "big tech" company, we ran into the same issue EVERY campaign, despite constant explanations. The platform would pull a "total potential list" first and then remove the ones it knew were not possible as another line item. Complete chaos.

Email Deliverability - Recipients vs. Sends and Suppression Lists

Jessica Bolts — Thu, 20 Nov 2025 15:50:06 GMT

Hello, there is some concern with the deliverability rate of our emails. It looks like our Deliverability rate is consistently above 98-99%. However, the total recipient list is always much higher and we are seeing a "sent" percentage of only about 50% and "rejected" percentage of about 40% typically.

When looking at the rejected recipients, it looks like it's largely due to "already undeliverable" or "already unsubscribed". My guess is that, because I usually compile the send lists from reports, it shows everyone who meets the criteria that I would want to send to - but doesn't actually attempt to send to those people who are already undeliverable and already unsubscribed.

Is this understanding correct or are there any additional insights to help me better understand? I think the high "rejected" rate is tripping my team up.

Also, I do have a suppression list for unsubscribes. When putting this list in the "exclude" area, will these people still show up in the "rejected" area?

Is there a suppression list I can set up for undeliverables? If so, I have the same question as above - if that suppression list is excluded, will they still show up in the rejected?

Thanks!

How to Measure True Email Opens

Jessica Bolts — Mon, 05 Jan 2026 17:50:13 GMT

Is there a way to look at the true email opens for a campaign? We are trying to get an understanding of what counts as an "open".

I understand there is a pixel set up that triggers when images are downloaded in the email. This means it could trigger when the images automatically load or if they manually click a "download images" button, correct?

What are some other factors with opening? If they "mark as read" is that an open? If it shows up in the preview pane, is that an open?

Thanks!

RE: How to Measure True Email Opens

Devin Leshin — Mon, 05 Jan 2026 19:05:26 GMT

HI Jessica,
**Note -> My thoughts below are about marketing automation tools in general and how Open's get tracked. They all handle this in a similar way, but my comments are not Sugar specific. **

You are correct in that what counts as an "open" within marketing/email automation platforms is the pixel that triggers the "open" status when downloaded in the email. It is the ONLY thing that will trigger the "open". To answer some specific questions that you asked here:
1) If the recipient's email viewer/program is set to automatically load images, then it would count as open as soon as the person highlighted the email and their program changes it from "unread" to "read".
2) Manually clicking "download images" will also cause that to count as "open".
3) "Mark as read", as above, counts as "open" unless they have something within their email program that keeps images from downloading even if it is "read".
4) Preview pane -> same as #3. It depends on their settings. If it is set to download images upon preview, then, yes, this would count as an "open".

Alternatively, if they are set to NOT download images automatically or under any circumstance other than them clicking to do so, then it WON'T count as an open, even if they open and read the email. This can also sometimes be seen in cases where you have "Clicks" higher than "Opens".

This is a common issue with "vanity metrics" such as "open". It has not really been solved for mostly because, in my opinion, people tend to believe that the scenarios above that are indicative of someone not reading the email but counting as an "open" balances against the scenarios where someone reads the emails, but it does not count as open. Personally, I disagree with this as I believe more people have images set to auto download in some ways more than people have it set to blocked.

[My opinion time] Opens/Clicks are ok to somewhat validate email content to a degree. I would not use it to judge an email campaign, or at least not heavily weight it. To me, "delivered" is important as it can speak to database health (although some potential issues there too). Attempting to have some level of attribution between the email campaign and the end goal (# sales call, MQL count, revenue, etc.) are typically better indicators of the success of a campaign. If your list is fairly static over time, you COULD use the "vanity metrics" to see if you are increasing engagement with that specific group of contacts. Just with the caveat that what qualifies as "open" is problematic.

Apologies for the length of this. Was trying to give as much info as I could. Happy to connect and "talk shop" if it would help at all.

RE: Email Deliverability - Recipients vs. Sends and Suppression Lists

Jessica Bolts — Mon, 05 Jan 2026 17:42:25 GMT

Just following up on a few questions from this thread. Thanks!

RE: Where can I edit the text version of our emails?

Michael North — Tue, 23 Sep 2025 19:03:30 GMT

Hi Jessica,

That's a good point. I don't see an option within the Email of a Nurture Builder either and can't find that option in the documentation too. It's possible that feature is not there.

It could be a good idea to send over to support to confirm and if not then request for an Idea to add that enhancement.

Where can I edit the text version of our emails?

Jessica Bolts — Thu, 11 Sep 2025 18:21:54 GMT

Hello, I can see when going to send a test of an email there is the option to send the text version. Where can I find the area to edit that text version?

RE: Where can I edit the text version of our emails?

Jessica Bolts — Tue, 23 Sep 2025 18:56:48 GMT

An additional question...where can I edit the text version for emails that are created in the Nurture builder vs. the email module? The email builder in the nurture doesn't have that same "confirm" tab.

RE: Data Driven Marketing via CRM

Michael North — Fri, 19 Sep 2025 16:59:47 GMT

Hi Louise,

You’re welcome! And yes, that’s exactly the use case that Sugar Market solves with dynamic distribution lists. This is especially helpful when you’re working with custom modules or systems feeding into SugarCRM that don’t necessarily make sense to sync into Market. If you can create a report in SugarCRM that meets the requirements of Dynamic Distribution Lists, then it will work perfectly!

Data Driven Marketing via CRM

Louise Langley — Fri, 12 Sep 2025 10:09:52 GMT

Hello

Can you sync or create custom audiences based on purchase behaviors for Sugar CRM targeted email sends via Sugar Market? And what are the options?

For example for all customers who have previously purchased a specific product and haven't the last 2 months are sent a communication via SugarMarket.

Thanks,

Lou

RE: Data Driven Marketing via CRM

Louise Langley — Fri, 19 Sep 2025 08:41:59 GMT

Hi Michael,

Thank you for your reply, our sales data is pushed to SugarCRM from our ERP after the sale and we have custom built modules for sales headers and sales lines. Based on what you said in theory this should still work for us, is that correct?

Thanks again,

Lou

RE: Where can I edit the text version of our emails?

Michael North — Wed, 17 Sep 2025 20:01:31 GMT

You're very welcome!

Michael North
Solutions Consultant | Faye
michael.north@fayebsg.com
Faye + SugarCRM Partnership

RE: Where can I edit the text version of our emails?

Jessica Bolts — Wed, 17 Sep 2025 20:00:31 GMT

Great, thank you!

RE: Where can I edit the text version of our emails?

Michael North — Wed, 17 Sep 2025 18:56:20 GMT

Hi Jessica,

You can edit the text version directly in the Email Builder. Go to the Confirm tab at the top, then click Edit Content. That will open the text version editor where you can adjust, add merge tags, or regenerate it as needed.

Here’s the full step-by-step with screenshots:
🔗 Editing the Text Version of an Email

—
Michael North
Solutions Consultant | Faye
michael.north@fayebsg.com
Faye + SugarCRM Partnership

RE: Data Driven Marketing via CRM

Michael North — Wed, 17 Sep 2025 18:43:53 GMT

Hi Kate,

I hear you, it can definitely feel less than ideal when you want to build precise segments directly in Market. Market is designed to sync Accounts, Contacts, Leads, and Opportunities across all customers since those are the universal core tables. Beyond that, custom purchase tables vary a lot by implementation, so instead of syncing every possible table into Market, the platform uses SugarCRM reports as the segmentation layer.

The upside is that this actually gives you more flexibility. You can join custom purchase data with other CRM tables in a single report and then feed that audience into Market via a Dynamic Distribution List. That way you aren’t limited to just what syncs into Market.

On the reporting side, I know the operators can look limiting, but for date fields you have options like Before, After, and Is Between. That lets you handle “not purchased since” logic without adding every single day. For your example:

Group 1 (AND):

Product Class = Strapping Tape
Order Date Is Between Jan 1, 2025 and June 30, 2025

Group 2 (AND):

Product Class = Strapping Tape
Order Date After July 1, 2025

Then apply: Group 1 AND NOT Group 2.

That returns everyone who purchased in the first period but not after. If you’re seeing duplicates, that’s because of multiple order lines — you can change the report display to unique Contacts/Accounts so the final list is clean.

I know it’s not quite as plug-and-play as having all filters in Market itself, and I do not believe this is on the roadmap for Sugar Market. But this approach is what allows the platform to work across many different CRM setups while still giving you the segmentation flexibility you need.

I hope this helps!

—
Michael North
Solutions Consultant | Faye
michael.north@fayebsg.com
Faye + SugarCRM Partnership

RE: Data Driven Marketing via CRM

Kate M — Wed, 17 Sep 2025 15:56:56 GMT

I just tested it in reports and it did not work. I used data fields...

Product Class: Strapping Tape

Order Date: Jan 1, 2025 - Aug 30, 2025

Order Date Not On: Added every day in Sept 2025 so far

The report gave me accounts that did Purchase Strapping Tape in September, the first account I looked at purchased multiple times in Septemeber, and the report duplicated contacts 45 times making the report 7,021 line items, but there are only 489 unqiue lines/emails listed in the report.

RE: Data Driven Marketing via CRM

Kate M — Wed, 17 Sep 2025 15:19:43 GMT

Hmm... this is not ideal for an email marketing platform that integrates with your crm. The whole point is to be able to slice and dice the segments based on purchase data. The reports feature in Sell is already pretty clunky, this is going to be a challenge to create segments with purchase/no purchase suppression by having to use reports every time. It doesn't seem like a report would support this.

If I were to want to target customers who purchased Product Class: Strapping Tape, Between Jan 1, 2025- June 30, 2025, But Did Not Purchase Between July 1, 2025 - Current. There is no option for "IS NOT BETWEEN" the only supression option is "NOT ON" which would mean you would have to add that for every day in the July 1, 2025-Current Period which would be 75+ days that would have to be individually added.

Is this on a roadmap for the near future?

RE: Data Driven Marketing via CRM

Michael North — Wed, 17 Sep 2025 13:47:15 GMT

Hi Louise,

Great question! The best option in this case is to use Dynamic Distribution Lists. Since Sugar Market syncs Accounts, Contacts, Leads, and Opportunities, any purchase data living outside of those tables won’t sync directly into Market.

However, by building a report inside SugarCRM, you can still target accordingly — for example, customers who purchased a specific product but not within the last 2 months. That report can then drive a Dynamic Distribution List in Market, which will stay up to date and power your campaigns.

Here are a couple of helpful resources to walk through it:

Dynamic lists are really the best bet for this kind of targeted communication when the tables only exists inside SugarCRM.

Let us know if that addresses your concern!

—
Michael North
Solutions Consultant | Faye
michael.north@fayebsg.com
https://fayedigital.com/partners/sugarcrm/