This Monday, we detected that attachments unrelated to Zammad are being added to the tickets. The account we use for sending and receiving is also used for other platforms, but the mailbox is kept clean using email rules. The problem is that now, when something is sent to us, nonsensical things are being attached—images, PDFs, .html files, and calendars. Furthermore, the account is also sending out invitations in the name of other people. Nothing has been updated or changed recently on our end
The sender simply decided to add inline attachments to their signature. No clue where the pdfs come from, they should be in the original mail too.
Hi, that’s the problem — things from other emails are getting mixed in, like calendars, PDFs, meetings, etc. I removed and re-added the graph, tried using another channel, and they all attach random stuff.
No you don’t understand. These attachments belong to the mail. Go ahead, download the raw message from Zammad and take a look. You will find all the logos and PDFs inside the email.
This behavior also isn’t new.
Hi, thanks for your response. I understand what you’re saying — the thing is that those attachments are literally not in the ticket nor in Zammad. They are simply things that the email account receives from other tools, but for some reason they were being attached to Zammad. For example, we use that email address for meeting transcription tools, so when someone sent or replied to a ticket, a meeting summary or a meeting invitation would get attached, creating complete chaos.
I understand that if someone attaches something when replying, it makes sense for the attachment to be sent back. But in this case, Zammad was adding those attachments on its own, things that have nothing to do with the ticket. Even after changing the email account used to send messages, it kept attaching that kind of stuff. Clearing temp files, cache, etc., it still kept sending those things.
Zammad does not magically get stuff in one article from other mails or sources.
If this is what you‘re describing, it doesn‘t sound like you‘re using a vanilla installation. If your instance has manual changes to its code, then this community won‘t be able to help you.
Thanks for the response.
I can confirm that there is no manual modification of the code.
The installation is standard, installed from the official packages, with no plugins, no overrides, and no changes to the application files:
The issue appeared suddenly, without any updates or prior changes.
The attachments that are automatically added come from previous articles, but Zammad includes them in the replies even though the agent does not drag or add anything.
In the interface, the editor does not show any attachment before sending.
Even so, when the article is saved, attachments such as message.html, calendar.ics, or inline Outlook images appear.
The logs do not show any trigger, job, or process modifying or inserting attachments.
Verified
The attachments do exist in the store and are linked to previous articles (incoming email), so they are not “orphans.”
This happens even when replying to WhatsApp or chat tickets, where no emails are involved.
The behavior affects all agents.