Deactivate "reply-to" field

Technical assistance
1

Infos:

  • Used Zammad version: 2.9.x
  • Used Zammad installation source: source
  • Operating system: Ubuntu 18.04.2 LTS
  • Browser + version: Google Chrome Canary 76.0.3804.0

Expected behavior:

  • our Sophos instance sends e-mail-notifications to zammad for every incident
  • the incident will be checked and closed when solved

Actual behavior:

  • ticket reopens after one day through a mail from our mailsystem due to the “reply-to” field in the mail header from our Sophos instance

Question:

  • is it possible to deactivate this field in the header or is there any setting which can block this behaviour?
2

No there’s no way actually.
This might rather not be the problem, but a feature in Zammad that will merge Tickets from the same customer with identical subjects. Currently you can’t turn off this feature.

A workaround would be to ensure that your subject regulary changes.

3

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