Feature Request: Notify Support Team When Incoming Emails Are Rejected Due to Oversized Attachments

Feature requests
1

Title:

  1. What is your original issue/pain point you want to solve?

When a customer sends an email with an attachment larger than the configured size limit (for example, over 10 MB), Zammad rejects the email and does not create a ticket. The customer receives an automatic notification asking them to reduce the attachment size and resend the email.

However, the support team is not informed that the customer attempted to contact us. This creates a visibility gap because agents have no indication that communication was attempted.

  1. Which are one or two concrete situations where this problem hurts the most?
  • Customers may assume their request has been received, while the support team has no awareness of the failed ticket creation.
  • In urgent support situations, important customer requests may be delayed because the customer does not immediately resend the email.
  • Support teams cannot proactively follow up with customers because there is no log, notification, or failed ticket entry visible to agents.
  1. Why is it not solvable with the Zammad standard?

Currently, the standard behavior only notifies the sender. There is no built-in mechanism to:

  • Notify agents or groups about rejected incoming emails
  • Create a partial/minimal ticket without the attachment
  • Log rejected email attempts in an accessible way
  • Trigger an internal event/webhook for such failures

As a result, administrators and support teams have no visibility into these failed communication attempts.

  1. What is your expectation/what do you want to achieve?

We would like an optional feature that informs the support team whenever an incoming email is rejected due to oversized attachments.

Possible implementation ideas:

  • Create a minimal ticket containing the email body without the attachment
  • Send an internal notification to a configured group or email address
  • Add a visible log entry for rejected emails in the admin interface
  • Provide a trigger/webhook event for failed incoming emails

If there is any more useful information, feel free to share it all (e.g.: mockup screenshots, if something is UI related, or the API URL/documentation URL for a service you need a connection to).

Your Zammad environment: https://unitedkind.zammad.com/

  • Average concurrent agent count: 5 agents
  • Average tickets a day: 500
  • What roles/people are involved: 5 agents and 3 admin roles,

Anything else which you think is useful to understand your use case:

Thank you and have fun.