Inbound Email Channel Account automatically created as customer on first new ticket

[cbrand]

Infos:

• Used Zammad version: 4.0
• Used Zammad installation source: package
• Operating system: Ubuntu 20.04.2
• Browser + version: Chrome/Firefox

I’ve just installed Zammad to test for a ticket system for our small IT group. I have a IMAP account help@example.com for users to send tickets to.

When I send a ticket to help@example.com, Zammad picks up the new ticket, but creates 2 customers, one for the person who sent the ticket in (customer@example.com) and one for the Inbound Email Channel account (help@example.com)

So I get 2 new customers created.

1. help@example.com
2. customer@example.com

Is this normal for a customer to also be created for the inbound email account used for the email channel itself?

[sinichi19]

the normal is the customer email is automatically added customer.
try to not store inbox when received email to your IMAP config

[cbrand]

sinichi19,

It makes sense that the customer email address would get automatically added as a customer, but I’m not sure why the incoming imap email address that zammad is checking for new tickets would be created as a customer too the first time it picks up a ticket? I do have the Keep Messages on the server set to no.

[blu-IT]

I experienced that behavior too: 2 customes are created, like described above.

[cbrand]

I’m wondering if this is intentional and normal or if there is a setting that needs adjusting.

[MrGeneration]

No that’s not intentional. However, it happens so rarely that I’m unable to reproduce it.
Possibly it’s the way you’ve sent that mail. Just me guessing.