Email signature not included in email reply for specific agent

Technical assistance
1

Infos:

  • Used Zammad version: 6.4.1
  • Used Zammad installation type: docker-compose
  • Operating system: Debian 12 (server OS)
  • Browser + version: Firefox

Expected behavior:

For Zammad to always include the email signature on email replies, for all agents.

Actual behavior:

When one of our agents “agent1@domainx.com” replies to previous email sent out from a ticket that was received on support@domainx.com there is no email signature included. Sender address is also support@domainx.com in case that matters.
However, when this same “agent1” replies to previous email sent out from a ticket that was received on support@domainy.com, the email signature is included just fine.

What could be the reason we are seeing this difference in behaviour? I have made sure that email settings for support@domainx.com and support@domainy.com are identical.

When I or a third agent carry out the same test, we get the email signature included for tickets received on support@domainx.com as well.

Steps to reproduce the behavior:

  • Log in as agent1@domainx.com, open a ticket on which there is a previous email sent out by one of our agents, and reply to this one - then there will be no email signature generated, although the email history will be included.
2

My first thought would be that these two support domains are in different groups.

Make sure the groups have a signature assigned.

That is where I would start anyway.

3

Thanks for chiming in.
The group on which support@domainx.com is set up, has been configured identically to the one for domainy, and the appropriate signature has been selected on both.

4

I have noticed that this lack of signature only happens when I’m replying to an email I previously sent out from a ticket. If on the other hand I reply to an email sent out by another agent, a signature is generated as it should.

How can I change the behaviour so that a signature is generated no matter what?