Agent Name in E-Mail FROM-Header

[thartmann]

Hello Zammad Community,

I have a strange Issue with my Zammad Installation. I’m using Zammad 6.5.2. It’s a fresh Install on Debian 13. Zammad is connected to Microsoft 365 (Exchange Online) via Graph (Microsoft 365 Graph E-Mail) the Notifications are send via SMTP Relay which is also connected to Exchange Online via Graph.

Overall Zammad works perfectly. But it would be nice to have the Agent Name in the From Header of an answer E-Mail so the Employee knows who he is talking with.

The Sender Format is on Default (Agent + Format Seperator + System Address Display Name)

The Problem is that Zammad keeps only my System Name in the From Header. No matter what I configure. I don’t get it. Is there some config i have missed?

Thank you in Advance.

[Bloom]

I think in this constellation Microsoft overrides the From-Display-Name and forces the display name of the mailbox / service identity. Im not sure, but i think you have to give your support mailbox “Send As” rights for the agents.

[thartmann]

Hello Bloom,

thank you for your Reply. Unfortunately I already gave the Send As Rights to the Agents. In the Ticket it looks like that Zammad configures the FROM Header how I like to.

But in Outlook on the Recipient-side it looks like that:

Is there a possible way in Zammad to log the Mail and see if the FROM Header goes to Exchange Online like I want to - so that Exchange Online ignores this and forces the Display Name of the Mailbox?

Thank you

[MrGeneration]

Check the raw eml Zammad generated for the article. If the from is coreect therw, it is being overwritten by exchange and enforced. That wouldn‘t be the first time. Microsoft loves to do such kind of things.

[thartmann]

Thank you - the eml looks correct

So its on the Exchange Online Side - I will try to find something that fixes it.

[MrGeneration]

Just a side note… if your Outlook has received mail from that address with the incorrect displayname before, then it can even be Outlook. It stores the first occurence in it‘s addressbook. Too long ago for me, but I believe it‘s the shadow one.

[dominikklein]

I think this is about the same situation:

MS365 Graph Api Mail channel ignores Sender Format

Infos: Used Zammad version: 6.5.0 Used Zammad installation type: package Operating system: Ubuntu 24.04.2 LTS Browser + version: Chrome 137 Expected behavior: When a ticket reply is sent from Zammad and received by the recipient, the From: field should follow the configured Sender Format [zammad1] Actual behavior: When a ticket reply is sent from zammad and received by the recipient, the From: field uses the Display Name configured in Microsoft 365/Exchange Online [zammad2] Mail Source on R…

[MrGeneration]

Oh good call. Do you have a bug report for that already?

[dominikklein]

It’s no bug on our side, it’s fine in the generated mail I think Microsoft is overwriting it.

[YetAnotherGerrit]

Have you tried sending an e-mail to an address outside of your company? E.g. to your private e-mail address? Because in my experience it’s neither Zammad, nor the Exchange server that overwrite the Display Name. It’s just that Outlook prefers to show the Display Name from your (global) address book instead.