Configuring Email Channel with MS365 to not create tickets for incoming emails

Technical assistance
1
  • Used Zammad version: 6.3.1-1724757244.41b98ccb.noble
  • Used Zammad installation type: package
  • Operating system: Ubuntu 24.04
  • Browser + version: Firefox latest

Expected behavior:

  • I would like the email channel in Zammad, integrated with MS365, to handle ticket-related emails correctly, such as notifications and replies. Although incoming emails should not automatically create new tickets in Zammad. Users should be encouraged to create new tickets through the web interface instead of emailing the channel’s address via email response to their sent email.

Actual behavior:

  • Currently, incoming emails to the channel’s address can result in the creation of new tickets, which is not the desired outcome. This automatic ticket creation from incoming emails is causing issues, and we are looking for a solution to avoid it.

Steps to reproduce the behavior:

  • Set up the email channel in Zammad with MS365.
  • Send an email to the channel’s address that does not relate to an existing ticket.
  • Observe that a new ticket is created automatically for the incoming email.
  • Attempt to configure Zammad to handle only ticket replies and notifications, avoiding new ticket creation from incoming emails.

I’m looking for guidance on how to configure Zammad properly to achieve the expected behavior and would appreciate any advice or solutions.

Right now I created a schedule to hourly go through all the incoming emails/tickets which land in a specific group and close them with an email notification to the customer, maybe there is another way to catch these emails as they are picked up by Zammad.

Best,
Skip

2

I think you could add an email filter to ignore emails.

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3

I think if you create a generic email filter, it might drop the follow up emails as well (do you want this as well? I presume no). You can probably add a custom attribute to the ticket object and populate with a default value when created through web interface and then use in the filter (however, the ticket will still be created, you have to archive it and it gets a bit more complex here by having to filter them out at other places (e.g overviews?)). My point is it may not be as simple as just adding a top level email filter.

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