Followup-mail for a closed ticket does not create a link to the original ticket

Infos:

  • Used Zammad version: 5.2.x
  • Used Zammad installation type: (package, self-hosted)
  • Operating system: Ubuntu 20
  • Browser + version: Firefox 105
  • Groups are configured to create a followup ticket if a mail answers a closed ticket

Expected behavior:

  • We handled a support case for one of our customers and then closed the ticket (e.g. with number 2200015)
  • Afterwards we get a response for the now closed ticket via mail (the ticket number is inside the mail subject)
  • As configured, Zammad does create a new ticket as a follow-up because the original ticket is closed.
  • Zammad also creates a link between the original and the new ticket.

Actual behavior:

  • We handled a support case for one of our customers and then closed the ticket (e.g. with number 2200015)
  • Afterwards we get a response for the now closed ticket via mail (the ticket number Ticket#2200015 is inside the mail subject)
  • As configured, Zammad does create a new ticket as a follow-up because the original ticket is closed.
  • Zammad does not create a link between the original and the new ticket.

Steps to reproduce the behavior:

  • Send a mail to Zammad
  • Answer the mail to put the ticket number in the subject
  • Close the ticket
  • The customer answers the same mail that contains the ticket number
  • Check if a new ticket gets created with a link

Additional details:

We are coming from OTRS and migrated to Zammad just recently. In OTRS followup tickets would always create a normal link between the original and the newly created ticket. This helps us in a lot of cases to easily check the previous solution and other details we might miss otherwise.

In Zammad no link is created and we don’t have an easy way to check our previous solution.

Are there maybe some additional settings to enable this feature? We thought about triggers but they don’t allow creation of links between tickets.

Any help is appreciated!

I’m afraid the described functionality is not a bug but working as intended.
Don’t know where you got the “linking” part from but I couldn’t find any reference that claims this in our documentation and UI scopes.

There’s nothing that provides the functionality you’re looking for.
If you feel this is missing, feel free to create a feature request here: