Infos:
- Used Zammad version: 6.5.2
- Used Zammad installation type: GitHub - zammad/zammad-helm: Zammad Helm chart for Kubernetes
- Operating system: see Helm chart
- Browser + version: Edge Version 145.0.3800.70 (Offizielles Build) (64-Bit)
Expected behavior:
We have a Zammad instance with more than 14 different groups (the number is constantly growing). They don’t even know that the other groups are also working in Zammad.
Actually more than 60 agent working with Zammad.
- We expect that a outgoing mail
- goes out or
- gives an error or message
Actual behavior:
Unfortunately, the email is simply copied a second time into the actual Zammad group.
Most agents don’t even notice this. Which comes to a lot of stress and ecscalations, because the sending group thinks they are ignored from the other group
Steps to reproduce the behavior:
Put a validation to the mail addresses. If the address exist in zammd, just give a hint, that the agenten should open a Zammad ticket or forward the whole ticket to the other group.
Another way is to duplicate/split and connect the numbers to each other.