Used Zammad installation source: built from package
Operating system: CentOS 7
Browser + version: Any
Hi everyone,
I’ve ran into problem that I don’t know how to solve.
Several of our users are combining two roles - Agent and Customer. If this user sends request to a queue and someone will respond, this user won’t receive the notification and response because response will be sent to a queue email for some reason.
I tried to change Settings-> Emails -> Sender based on Reply-To header which is apparently supposed to deal with cases like mine, but behaviour remains to be the same.
Detailed example:
User A: a@company.com, an Agent and Customer (replies to tickets, sends new tickets)
User B: b@company.com, an Agent (just replies to tickets)
User A sends ticket to email support@company.com which is connected to corresponding support queue. Agents can see the ticket sent by User A. User B responds to ticket and for some reason email field To: appears to be automatically set to queue email support@company.com. User A obviously won’t receive email and won’t receive any information about ticket updates if this email is not changed manually into User A’s email address.
Expected behaviour is to see User A email in To: field automatically. This works perfectly for user that are just Customers, but doesn’t for users combining Customer and Agent roles.
zammad doesn’t like agents being customers at the same time.
Beside that I tested exactly what you’re trying to do some days ago.
When User B answers my E-Mail, I will get the reply to my E-Mail account (notifications to customers are set to off in my instance).
Could you provide headers of the E-Mail User A sends to the system?
@MrGeneration, thank you for the followup. The configuration we are discussing now is not something unheard of, a lot of organizations have similar situation when Agent can request something and become a Customer.
Just checked email headers, seems like nothing special there:
From: S ---------- <sergii@domain.com>
To: IT support <it_support@domain.com>
Cc: s@domain.net
MIME-Version: 1.0
Content-Transfer-Encoding: 7bit
Content-Type: multipart/alternative; boundary="_----------=_15306123875237522"
X-Mailer: MessagingEngine.com Webmail Interface - ajax-0d8ea36c
Subject: TEST TICKET
Date: Tue, 03 Jul 2018 18:06:27 +0800
This is a multi-part message in MIME format.
--_----------=_15306123875237522
Content-Transfer-Encoding: 7bit
Content-Type: text/plain; charset="utf-8"
TEST
--
Regards,
*S --------*
s@domain.com
Just to make sure: You didn’t happen to assign the group “customer” to User A ?
Because: This would create a conflict.
In my setup I just sent a E-Mail again from the E-Mail registered to the system as agent. My User-Account has just agent assigned (no customer).
This should work - a user being agent anyway (because he need the rights) shouldn’t get the customer role as it won’t matter (except for special features you might just encounter).
@MrGeneration, yes, just doublechecked. Agent has agent role only. Zammad shows a message informing about conflict if I try to check both Agent and Customer role.
Zammad has following options related to the problem at Email -> Settings:
Sender based on Reply-To header Set/overwrite sender/from of email based on reply-to header. Useful to set correct customer if email is received from a third party system on behalf of a customer.
Customer selection based on sender and receiver list If the sender is an agent, set the first user in the recipient list as a customer.
The first one doesn’t work in my case since mail system is not setting Reply-To header for outgoing emails. The second one doesn’t really make sense to me, but I guess it is applicable to certain cases.
Today I tried different combinations of Sender based on Reply-To header, Customer selection based on sender and receiver list and Sender Format (you have those set differently from default values). None of those combinations made it reply to a proper Sender. Every time I tried to Respond in Zammad I got Queue email as recipient of response. Weird.
I asked mail system to enable Reply-To header and hoped it will help, but no, it didn’t help.
As a temporary solution I am including my email into recipient list every time I am sending new request into queue. It’s not really convenient but at least I am receiving all notifications.