Filtered E-Mail does not show customer

Technical assistance
1

Hi! Hope the below makes sense to anyone…
Working with 365 E-Mail and authentication (as additional info)

  • Used Zammad version: 5.23
  • Used Zammad installation type: (source, package, docker-compose, …) source
  • Operating system: win 10
  • Browser + version: Edge 106.0.1370.52

Expected behavior:

Incoming E-Mail from Customer and filtered into a group should provide answer to said customer.
*

Actual behavior:

When hitting ‘answer’, mail will go to E-Mail of group from filter (not original customer)
*

Steps to reproduce the behavior:

  • send mail to address specified in filter
  • open ticket from overview
  • hit “answer”
2

I’m afraid I’m unable to follow.
The customer of a ticket technically has nothing to do with the email address Zammad uses upon hitting “reply”. The relevant portion to this step lives in the articles “from” or (if applicable and set) “reply-to” header.

You may want to check your from header for that reason.-

3

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