Google Postmaster Filter

[jprmachado]

Infos:

• Used Zammad version: 6.3.1-1720073544.96130907.jammy
• Used Zammad installation type: package
• Operating system: Ubuntu 22.04.4
• Browser + version: Firefox

Expected behavior:

• The postmaster filter should automatically group all emails sent to compras@xxx.xx under the group “Compras.”

Actual behavior:

• We tried different options:

• To > is any of > compras@xxxx.xx
• To > contains > compras@xxxx.xx
• Any recipient and the combination above
• And regex

Emails sent to compras@xxxx.xx are currently placed in the general group by default. However, we want these emails to be redirected to a different group instead. While this could be achieved using triggers, doing so would send notifications, which we want to avoid to ensure that agents in the general group are not notified about emails sent to compras@xxxx.xx.

Steps to reproduce the behavior:

• This was working when was using as channel the email but not working when the channel is google.
• In our settings there is an google account added to zammad, then a list of alias are imported from there.

[jprmachado]

The ticket filter issue was resolved by identifying a configuration mistake. The documentation clearly states, “Please note that the ticket actions are separated into “Ticket creation” and “Ticket update.” Make sure to use the appropriate variant for your scenario.”…

In one instance, the correct filter was set to “on create” while in another, it was mistakenly set to “on update.” The issue was not related to the channel but rather to this incorrect configuration.