No not stupid at all .
They are defined correctly anyway, I am using IMAP. The point is how should I reply when I am not getting the original ticket? I am getting a notification of the ticket and then I reply and change the reply email to the firstname.lastname@example.org instead of email@example.com (notification email). I figured that out after some testing as the main email firstname.lastname@example.org is not setupped at any of the agents, they have their personal emails.
PS. Things weren’t recording at all, but after i reinstalled zammad things went fine, i guess there was something wrong while installing.
Thank you in advance
You need a valid email address for your customers to contact you.
Zammad should be able to use it for its replies as a email@example.com would be a) confusing for the customer, b) dismissed by the Zammad default filters under Channels > Email, and then this: