Keep subject modification in replied e-mail untouched


  • Used Zammad version: 5.2.3
  • Used Zammad installation type: package
  • Operating system: Debian 11
  • Browser + version: chrome & firefox latest

First of all, tx for this great software. We are new to it, coming from OTRS and it is a very nice experience.

We work with various support organization who extend the e-mail subject in order to track ticket in their system like Zammad do. That means a reply to our e-mail will have f.e. Tck-Org###### added to the subject. A Zammad created reply to such email will reset the subject to the original ticket title and by that delete the reference added by our partners. What is the best way to deal with this?

I’ve tried to create a custom object into zammad. Set it into the ticket object and insert it automatically in the title through triggers but I’m not sure this is the best way of resolving our problem.

Tx for any hints.


Found the solution in a global setting for ticket that is somehow hidden and only accessible to admin:

Setting regarding E-Mail subject:


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