- What is your original issue/pain point you want to solve?
The main issue is that some incoming emails cannot be automatically assigned to existing tickets if the standard ticket number is missing from the subject line.
- Which are one or two concrete situations where this problem hurts the most?
When customers reply to emails by removing the ticket number from the subject line, e.g., when it originates from another ticket system.
When external systems send automated emails without a reference to the ticket number.
- Why is it not solvable with the Zammad standard?
The standard Zammad setup only searches for ticket numbers in the email subject line. There is currently no built-in functionality to detect unique identifiers embedded in the email text.
- What is your expectation/what do you want to achieve?
I would like Zammad to insert a cryptic identifier under the signature in outgoing emails. Upon receiving emails, Zammad should search for this identifier in the email text and assign the message to the corresponding ticket automatically, but only if needed when the ticket number cannot be found in the subject.
Your Zammad environment:
- Average concurrent agent count: 3
- Average tickets a day: 20-30
- What roles/people are involved: Agents
Anything else which you think is useful to understand your use case:
This feature could be a meaningful enhancement to improve Zammad’s ticket recognition capabilities even further.