Infos:
- Used Zammad version: 6.5.0-1747640856.19252d6e.noble
- Used Zammad installation type: source
- Operating system: Ubuntu 24
- Browser + version: Chrome 138
Expected behavior:
- When an agent forwards an email received from a customer to the address where Zammad works.
Zammad does not list the agent as a customer on the ticket.
Actual behavior:
- When an agent forwards an email received from a customer to the address where Zammad works.
Zammad lists the agent as the customer on the ticket.
Steps to reproduce the behavior:
-
- Send an email from Gmail to the agent’s work email address.
- Forward this email to the email address where Zammad works.
- Voila, the agent is a customer on the ticket.
Other
I experimented a lot and found a way to make it work correctly.
At our company we work with Outlook, in the account settings there is a “Reply To” line, if you leave it empty, and in the “Sender” line enter the client’s address, instead of leaving your own and sending the letter, then as a result we will receive a ticket from the correct client and the correct agent.
As I understand it, Zammad only looks at the main fields of the letter, not at the body.
If the letter has:
From: agent1
Reply-to: agent1
To: Zammad
Then it is not looking for the real “From” of the client in the body of the forwarded letter for the ticket.
It would not be bad if Zammad parsed the body of the letter out of the box, provided that:
- From: agent1
- Reply-to: agent1
- To: Zammad