Email Alias group - Switch back to main address/group on reply

[thomas2139]

Infos:

• Used Zammad version: 6
• Used Zammad installation type: package

I wanted to use 1 IMAP mailbox (“zammad.test.info@domain.com”) and several alias adresses (e.g. “zammad.test.einkauf@domain.com”) to keep the mails separated in groups/different views.

Customers should email to zammad.test.info@domain.com - the mail is assigend to the group “info” / displayed in the overview “info”.

Suppliers should email to zammad.test.einkauf@domain.com - the mail is assigend to the group “einkauf” / displayed in the overview “einkauf”.

Expected behavior:

• Supplier emails to zammad.test.einkauf@domain.com - the mail is assigend to the group “einkauf” / displayed in the overview “einkauf”.
• Agent answers the mail, the mail is sent from zammad.test.einkauf@domain.com
• Ticket stays in the group / overview “einkauf”

Actual behavior:

• Supplier emails to zammad.test.einkauf@domain.com - the mail is assigend to the group “einkauf” / displayed in the overview “einkauf”. → as expected
• Agent answers the mail, the mail is sent from zammad.test.info@domain.com → not expected
• Ticket is moved to the group / overview “info” → not expected

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Is this behavior (“replys always use the mail email address and not the alias / group is switched to the group of the main address”) intended, or can it be changed?

The problem: If it behaves like this then I can’t use one mailbox + aliases to separate mails of different departments, but have to use an own IMAP box for each department. Possible, just a bit less elegant (I was really excited about the alias feature in email channels).

Thanks for any help!

[MrGeneration]

@thomas2139

Is this behavior (“replys always use the mail email address and not the alias / group is switched to the group of the main address”) intended, or can it be changed?

The group in Zammad always decides on the email address to be used for answering emails.
This doesn’t just affect your agent’s replies but also e.g. trigger based ones.

@thomas2139

The problem: If it behaves like this then I can’t use one mailbox + aliases to separate mails of different departments, but have to use an own IMAP box for each department. Possible, just a bit less elegant (I was really excited about the alias feature in email channels).

Why not?
Add all your aliases in question, select the proper aliases in the group you need and create postmaster filters to move incoming emails to the right group initially.

I don’t see an issue with that?