Some clients e-mail us with a signed or even encrypted e-mail with their private key. In order to verify or decrypt the message, their public key is needed by zammad. Most e-mail clients with pgp support will search and import the public key from well known keyservers, it seems zammad doesn’t do this, so verification or decryption fails when the public key is not manually added to the zammad key store.
It would be nice if zammad came with pre-configured well known key-servers for pgp keys, and/or that it would be easy to add key servers for this purpose in the zammad configuration screens.
Zammad should then be able to receive a pgp signed/encrypted e-mail and look up the public key, then decrypt or verify the message when processing the ticket (preferably only once).