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 <helpdesk-email@domain.com>
To: helpdesk@domain.com
Message-ID: <20180920102430.1492.83658@domain.com>
In-Reply-To: <05bacdb970bf49f4883dda17c505767d@domain.com>
References: <05bacdb970bf49f4883dda17c505767d@domain.com>
<05bacdb970bf49f4883dda17c505767d@domain.com>
Subject: RE: [Ticket#461491] Test Ticket
Mime-Version: 1.0
Content-Type: multipart/mixed;
boundary="--==_mimepart_5ba37566f7c2_2d672ad1072cf454282441";
charset=UTF-8
Content-Transfer-Encoding: 7bit
Organization: Our Organization
X-Powered-By: Zammad - Helpdesk/Support (https://zammad.org/)
X-Mailer: Zammad Mail Service
----==_mimepart_5ba37566f7c2_2d672ad1072cf454282441
Content-Type: multipart/alternative;
boundary="--==_mimepart_5ba37566f201_2d672ad1072cf4542822fe";
charset=UTF-8
Content-Transfer-Encoding: 7bit
----==_mimepart_5ba37566f201_2d672ad1072cf4542822fe
Content-Type: text/plain;
charset=UTF-8
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…