Automatic forwarding of incoming emails to external address (complete mail with attachments)

Technical assistance
1

Environment:

  • Zammad version: 6.5.2 Community Edition
  • Installation type: docker
  • Operating system: Debian 13

Current Setup:
Incoming emails to invoice@example.de are correctly:

  • Creating new tickets in Zammad
  • Being routed to the “Invoices” group via filter (working)

Goal:
Automatically forward the complete original email (including all attachments, unchanged) to an external email address (invoice-95e30-97817@example.com) - similar to what an email client’s “forward” function does.

Requirements:

  • The ticket should still be created in Zammad (for documentation)
  • The external system needs to receive the exact original email with all attachments
  • This should happen automatically when emails arrive at invoice@example.de

Question:
Is this currently possible with Zammad triggers or other built-in functionality?

I found similar requests from 2019 and 2022 (Auto forward to external, Forwarding of tickets including content and attachment) where it seemed this wasn’t possible via GUI. Has this changed in recent versions?

Alternative approaches considered:

  • Email forwarding on mail server level (before Zammad) - but this would prevent ticket creation
  • API-based solution - open to this if it’s the only way

Any guidance would be much appreciated!

2

Not possible with the exact original, of course. If that‘s your requirement, do it on MTA level instead of relying on helpdesk software. It complicates your setup which doesn‘t make too much sense.