Email Channel Recipient Issue


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  • Used Zammad version: 2.6.0
  • Used Zammad installation source: (source, package, …) Package
  • Operating system: RHEL 7.5
  • Browser + version: Chrome 69

Expected behavior:

  • When a ticket is received via email from a customer, the agent clicks on reply to send an email back and the “To” field is automatically populated with the customers email address. This presently works as it should on 4 out of 5 email streams that we have coming into Zammad.

Actual behavior:

  • On one of our email channels, when replying to the customers email, it auto populates the “To” field with the email address of the helpdesk. So for example a customer ( raises a ticket via email by sending an email to the helpdesk ( The ticket arrives and an agent clicks reply, the reply section comes up and in the “To” field the address you are replying to is instead of the expected

This issue only occurs on one of our email channels. This behaviour does not happen on the other four that we are running. The only difference between this email channel and the others is that the address that customers use is an alias within Exchange. But this shouldn’t have any bearing on Zammad as the routing is done before it hits the helpdesk surely?

Steps to reproduce the behavior:

  • Reply to an emailed ticket by clicking reply.

Can you please supply headers (RAW from the article causing the problem) of the E-Mail?
Otherwise it’s hard to reproduce this problem and actually help you. :slight_smile:

Of course you can remove names, servernames, ip and stuff.

Of course, here are the sanitized headers from a ticket downloaded from the helpdesk in raw format

Received: from (xx.xx.xx.xx) by
 (xx.xx.xx.xx) with Microsoft SMTP Server (version=TLS1_2,
 cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1531.3 via Mailbox
 Transport; Thu, 20 Sep 2018 10:51:10 +0100
Received: from (xx.xx.xx.xx) by
 (xx.xx.xx.xx) with Microsoft SMTP Server (version=TLS1_2,
 cipher=TLS_ECDHE_RSA_WITH_AES_128_CBC_SHA256_P256) id 15.1.1531.3; Thu, 20
 Sep 2018 10:51:10 +0100
Received: from ([fe80::e583:6e52:facd:b822]) by ([fe80::e583:6e52:facd:b822%14]) with mapi id
 15.01.1531.003; Thu, 20 Sep 2018 10:51:10 +0100
From: "Customer, A" <>
To: The Helpdesk <>
Subject: Test Ticket
Thread-Topic: Test Ticket
Thread-Index: AdRQx3JZSkrQfsIwRy6KhFW6jvU9Wg==
Date: Thu, 20 Sep 2018 10:51:10 +0100
Message-ID: <>
Accept-Language: en-GB, en-US
Content-Language: en-US
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-MS-Has-Attach: yes
X-MS-Exchange-Organization-SCL: -1
X-MS-Exchange-Organization-RecordReviewCfmType: 0
Content-Type: multipart/related;
	boundary="_002_05bacdb970bf49f4883dda17c505767domaincom_"; type="text/html"
MIME-Version: 1.0

The above is inbound email received to the helpdesk. Below is the headers for the outbound reply from the helpdesk. It didn’t reply to me, it replied to the helpdesk email address as I mentioned. The odd thing about this is is because it does that then it creates an additional update on the ticket as if an existing agent has updated it. But they haven’t. (see illustration)

Date: Thu, 20 Sep 2018 11:24:38 +0100
From: Zammad Admin via LCoM VLE/SPACE Support <>
Message-ID: <>
In-Reply-To: <>
References: <>
Subject: RE: [Ticket#461491] Test Ticket
Mime-Version: 1.0
Content-Type: multipart/mixed;
Content-Transfer-Encoding: 7bit
Organization: Our Organization
X-Powered-By: Zammad - Helpdesk/Support (
X-Mailer: Zammad Mail Service

Content-Type: multipart/alternative;
Content-Transfer-Encoding: 7bit

Content-Type: text/plain;
Content-Transfer-Encoding: quoted-printable

Above is the reply I sent from ZA (Zammad Admin) and the reply then generated an update to the ticket in the system from SL (one of our agents)

Its very odd…

Very odd - did Zammad recognize the correct customer within the affected tickets?
The headers look totally fine to me :frowning:

Yes the customer information and the “from” email address in the ticket raised look fine. It’s just when you hit reply it changes the recipient from the customer to the helpdesk email address.

Could it be a caching issue perhaps? Is there a way to reset any caches that Zammad has to clear out any potential weirdness?

Yes there is:

rails r 'Cache.clear' "

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