1 What is your original issue/pain point you want to solve?
We need the ability to create tickets via email on behalf of another customer without spoofing the email sender address. Currently, Zammad determines the customer strictly based on the “From” header of the email. This makes it cumbersome to create tickets for cases we receive in our personal e-mail account.
2 Which are one or two concrete situations where this problem hurts the most?
- Forwarding cases from our personal e-mail accounts
- Tickets created by automated system notifications
3 Why is it not solvable with the Zammad standard?
- Zammad exclusively uses the FROM-header in e-mails to determine customer
- Determining customer from e.g. SENDER=user@example.com in the body is currently not possible
4 What is your expectation/what do you want to achieve?
- Determining customer from a structured body parameter like SENDER=user@example.com
- Must be possible to limit usage with roles or groups
Your Zammad environment:
- Average concurrent agent count: 3
- Average tickets a day: 10
- What roles/people are involved: Support, Sales
Anything else which you think is useful to understand your use case:
We want to keep e-mail as a simple integration channel for systems that cannot easily use APIs. A structured and secure way to define the customer via e-mail would significantly reduce manual workload and improve ticket accuracy.
If there’s a clever way to achieve this already, I’ll be more than happy to implement it in such a way.