Infos:
- Used Zammad version: 5.4.1
- Used Zammad installation type: docker-compose
- Operating system: dockerhost is Rocky Linux 9
- Browser + version: client browser is Edge. Email testing is being done with M365 Outlook web client
Expected behaviour:
- All emails sent from Zammad that are relating to a specific ticket should be in a thread in the customer’s email client
- In other words, all emails sent from Zammad relating to a specific ticket would be in a single conversation in Outlook, similar to a conversation between two employees
- This email thread / conversation would include emails sent by Zammad trigger, as well as replies from any agent that sends an email reply in the Zammad web UI
- This email thread also includes the first email sent by the customer, which is what creates the email
Actual behaviour:
- The first email sent by the customer to request help and create a ticket is not threaded
- Any email sent by a Zammad trigger is not threaded in Outlook
- If multiple agents reply to the ticket in Zammad webui, their replies are not consistently threaded in Outlook
Steps to reproduce the behaviour:
- Install a fresh copy of zammad-docker-compose
- Install docker-mailserver
- Configure Zammad email channel
- System notifications are being sent through helpdesk@example.com
- “Helpdesk” group creates new tickets when an email is received at helpdesk@example.com
- Enable all 3 default Triggers (auto reply on new ticket and follow up, and notify of owner change)
- Using M365 Outlook web ui, send an email to helpdesk@example.com to create a ticket
Why is this a problem?
- It’s a small usability issue for customers that only submit tickets through email, and never login to Zammad
- I would like to enable more Zammad Trigger email notifications, to notify these customers of changes on their ticket. But because the Zammad emails do not thread, it creates a lot of clutter in customer inbox
What I have tried:
- Searched Zammad forum - I was not able to find a single discussion on this topic
- Reviewed Zammad settings and documentation. Was not able to find any setting that seems like it would help with this issue
- Tried switching the System Notification email to helpdesk@example.com (previously we left it as the default, noreply@example.com). But the exact same threading behaviour happens either way
- Reviewed email headers in Outlook to try and find out why Zammad System Notification emails are never threaded. But was not successful
Workaround: Use full quote
- I would prefer not to use full quote
- Enabling full quote does not solve the problem caused by no threading - the email inbox will still be cluttered
- In my opinion the Zammad default setting of having full quote disabled is correct. Adding a bunch more information to each email makes the reading experience worse
- Email full quote feature documentation
