Duplicate email is ignored (M365 shared mailbox)

Technical assistance
1

If i copy an unread email to a shared mailbox a ticket is automatically created, and the email is set to ‘read’.

If i copy that same email again Zammad doesn’t create a new ticket, but does change the status to ‘read’. No difference if the original ticket was open or closed.

Is this normal behaviour?

I’m using latest 7.0.1-8a5307eb and Microsoft 365 Graph Email channel.
Duplicate detection is off. We leave a copy of the emails in the support box.

2

Just out of curiosity, in your practice, when would you ever need to have Zammad re-read an email for which a ticket was already created?

3

Not really. I was just curious about the logic behind it.