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:


Sorry I can’t follow.
What exactly is not working?

Is Zammad not providing suggestions based on your search in the TO field for forwards but on replies it does…? Sounds rather strange. You may want to check your production.log for errors.

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