Customers are not listed when answering tickets


  • Used Zammad version: 5.1.x
  • Used Zammad installation type: (source, package, docker-compose, …)
  • Operating system: debian
  • Browser + version: opera, firefox, chrome

Expected behavior:

when forwarding a ticket, I need that the email addresses of the clients appear

Actual behavior:

The customer list appears when I create a new ticket. When reply to one that a customer has submitted, his contact appear and it works fine, but it doesn’t appear when I try to forward or if I try to add more clients.
Clients are linked through active directory and their email address appears

Steps to reproduce the behavior:

I enter into the ticket, click on reply, reply to all and it works fine, but if I try to add more clients it does not detect them, nor does it detect them in forwarding. If I open a ticket from the platform, I can assign the client, they appear in the dropdown when I write


Elstycsearch is working correctly: