Title: Display Warning when writing to Zammad-connected emails
- What is your original issue/pain point you want to solve?
Agents doesn’t know what emails are connected to Zammad. Therefore they can write emails from a Zammad ticket to this emails. The sending and the receiving email will both be in the same Ticket without informing the receiver. This leads to Tickets being closed without being processed. - Which are one or two concrete situations where this problem hurts the most?
When a new email address is connected to Zammad. Not everyone is aware of the change or has an habit to write emails to a specific team instead of transferring the ticket inside Zammad.
A new employee has no overview of which email/team is connected to Zammad. - Why is it not solvable with the Zammad standard?
There is no option for the Agents to look at which emails are connected to Zammad. They also don’t get a warning when writing an email through Zammad to Zammad-connected emails. - What is your expectation/what do you want to achieve?
The users should get a warning when trying to send an email to a Zammad-connected email. I understand that there could be situations where just some part of an email account is connected to Zammad (eg. a subfolder) and therefore the option to write emails to Zammad-connected emails is still necessary.
This workaround was provided by the Zammad support, which helps but doesn’t display the warning when writing the email and is hard to manage when using over 30 Zammad-connected emails.
