Used Zammad version: 7.1.3-1787900547.d20f98a.debian12 - Self-hosted, Debian package
When splitting a ticket, we observe that only the first To recipient is retained. Additional To recipients and all Cc recipients are missing within the new ticket. So when using “Reply all” in the new ticket, we must manually copy the missing addresses from the original message. This creates additional work and increases the risk of accidentally excluding participants.
Situation when we splitting tickets:
- Our customers frequently raise several support topics within the same ticket. We split individual messages into new tickets so that each topic can be assigned to the appropriate department
- Feedback on tickets that have already been closed and should not be reopened
Related discussion
Splitting email doesn't work This discussion describes related problems but does not explicitly describe only the first To recipient being retained.
Is there an existing workaround?