Important: If you are a Zammad Support or hosted customer and experience a technical issue, please refer to: support@zammad.com using your zammad-hostname / or company contract.
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 (customer@email.com) raises a ticket via email by sending an email to the helpdesk (helpdesk@email.com). 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 helpdesk@email.com instead of the expected customer@email.com.
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?
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.
Of course you can remove names, servernames, ip and stuff.
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)
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.