Conflict in internal email communication with Zammad

Infos:

  • Used Zammad version: 6.1.0

Situation:

Hello Zammad-Community,

We have noticed a strange behavior in Zammad and I hope you can help me with this.

We were inspired of the interview, which was sent with a zammad-newsletter a few month ago :slight_smile:
Ein Unternehmen ohne interne E-Mails - Axel Fischer - YouTube

We had converted the whole corporate-communication in our department from Outlook to Zammad, so we had add all Office-365 Accounts from our employees to Zammad.

This effects, that every mail, where sent to an employee automatically creates a ticket for this employee as their owner of the ticket.

Expected behavior:

  1. “Employee A” without Zammad sent a e-mail to 3 recipients, two of them works with the “Zammad-Outlook”-Implementation.
    → With this mail, two tickets were created (one for Employee B and one for Employee C)
  2. “Employee D” is answering to the mail (he answered with Outlook)
  3. The Mail which was sent from “Employee D” were in the ticket of Employee B and also in the ticket of Employee C, as a separate own post.

Actual behavior:

The Mail which was sent from “Employee D” were in the ticket of Employee B, but not in the ticket of Employee C.

I hope you can help me, with this!

Steps to reproduce the behavior:

see “expected behavior”