Follow up recognition at mailing lists create new tickets at each answer

  • Used Zammad version: 3.4
  • Used Zammad installation source: package
  • Operating system: debian 10
  • Browser + version: Chrome latest, Windows

Expected behavior:

  • Zammad should recognize answers to a mailing list as follow up to the initial ticket. One of the mailing addresses at the mailing list is the zammad inbox mail address - so every mail, which is sent to this mailing list, will create a ticket and answers to this mail and to the whole mailing list should be recognized as follow up to this initial ticket. The subject doesn´t change.

Actual behavior:

  • zammad creates a new ticket every time somebody answers to the mailing list, when an initial mail is sent. I´ve enabled the extended follow up recognition: body, attachments, references. But zammad still creates a new ticket every time mails are sent to this mailing list and the same subject.

Steps to reproduce the behavior:

  • Create a mailing list, where the zammad inbox mail is part
  • send a mail with a subject to this mailing list
  • answer to this subject and the whole mailing list

Apart from your subject, there’s nothing that is identical on mail replies from that list.
This is the reason why Zammad technically can’t detect follow ups and thus creates new tickets.

OK, but what can be the reason that zammad can´t use the same subject within one ticket with Re: Aw: pre-words if mails are sent within mailing lists? The subject is identical at each case.

While the subject is identical, the sender is not.
Technically the subject does not count as reference.

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OK, so mailing lists are not working the same like direct mails work and shouldn´t be used if I don´t want to have different tickets per answer. Is there any possible solution in the future which you´ve got on your roadmap?

We generally don’t provide information on upcoming features, sorry.
If you provide the ticket number of your ticket in the subject, you’d be fine.

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