Issues with Reply/Forward Behavior and Missing Signature in Zammad

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.2
  • Used Zammad installation type: docker-compose
  • Operating system: Windows 11
  • Browser + version: 145.0.3800.97

Expected behavior:

  • When clicking on “Reply”, the system should include both the sender and the full ticket history.
  • When clicking on “Forward”, the system should also include the sender and maintain the user signature.
  • Ideally, both actions should behave consistently or be unified into a single option that includes all necessary information (sender + history + signature).

Actual behavior:

  • When clicking “Reply”, the sender is included, but the ticket history is missing.
  • When clicking “Forward”, the ticket history is included, but the sender is not.
  • When a ticket is closed and the customer replies, a new ticket is created by our automation.
  • In this new ticket, when the original owner clicks “Reply”, the signature appears, but after clicking “Forward”, the signature disappears.

Steps to reproduce the behavior:

  • Open an existing ticket in Zammad
  • Click on “Reply” → sender is included, but no history
  • Click on “Forward” → history is included, but no sender
  • Close a ticket
  • Have the customer reply to the same ticket (automation creates a new ticket)
  • Open the new ticket as the original owner
  • Click “Reply” → signature appears
  • Then click “Forward” → signature disappears
2

Did you activate full quote?

About the signature there is also an pending issue for an backport to stable: Replying to your own articles (agent perspective) or other situations does not generate signature on reply · Issue #2319 · zammad/zammad · GitHub

1 Like
3

Hello! dominikklen, thank you for the information about the full quote—it has already helped us a lot. However, we are still experiencing the signature issue. Do you know in which version this was fixed?

4

Like I said, it’s pending for the stable version, it’s a more advanced change, because of that we have some testing phase in our develop version, before we will finally backport this fix :slight_smile:

So you need to wait a little bit (maybe 1-2 weeks).