Emails to other agents are routed back to the sender

Technical assistance
1
  • Used Zammad version: 6.5.0-1743799723.42c2148f.noble
  • Used Zammad installation type: Package
  • Operating system: Ubuntu 24.04

Hello Zammad Community,

We are experiencing a strange email routing issue within our Zammad instance.

When an agent attempts to send an email to another agent within the same Zammad instance, the email is not delivered to the intended recipient. Instead, it is routed back and delivered to the original sender agent.

Scenario: Agent A composes an email (e.g., from within a ticket or using the email function) addressed to Agent B’s email address (both agents exist in the same Zammad instance).

Expected behavior: Agent B receives the email.

Actual behavior: Agent A (the sender) receives the email they just tried to send in their Zammad Ticket Interface.

Let me clarify

I have three groups , Sales , Compliance & Accounts

They are configured with sales@mydomain, compliance@mydomain , accounts@mydomain

Sales has received an email as part of sales process to fill forms related to compliance. They forward this to compliance team to compliance@mydomain ,
1.expected outcome is a duplicate copy is created an forwarded to compliance group
2.What I see is in gmail compliance@mydomain has received an entry ,but in Zammad no new email in GROUP - Compliance but 2 email replies on same tickets in SALES group

1 Like
2

We also noticed same behaviour on the cloud version.

3

I doubt that this is a Zammad issue. We can send emails from Zammad to agents just fine. You should probably check the logs of your email server to find out what’s going wrong.

Having said that, you may want to consider simply reassigning tickets, or splitting and reassigning instead of sending actual emails.