when working with a single E-Mail Account and multiple e-mail addresses, the configuration is inconsistent.
- Create a new e-mail account → The Account with its primarily address (email@example.com) is now linked to a Group (PRIMARY_GROUP)
- Add an e-mail address (firstname.lastname@example.org) to the newly created account → The e-mail must be linked to the group also (SECONDARY_GROUP)
That sounds consistent while reading, but it isn’t. When an email is received with the “TO” header set to email@example.com it will nevertheless create a new ticket in PRIMARY_GROUP because the account is linked to the PRIMARY_GROUP.
There is a workaround currently by creating a filter that moves mails with TO set to firstname.lastname@example.org to SECONDARY_GROUP.
Proposal: Remove the link from E-Mail Account to GROUP and move it to the E-Mail Adress as a single point of truth.