Hello Zammad Community,
hello Support Team,
after updating to Zammad 7, we noticed a strange behavior with incoming emails from web mailboxes such as GMX/WEB.DE.
Has anyone seen this before, or is this already a known issue?
Environment
- Zammad: package installation
- OS: Debian 13.3
- VM: VMware
- Affected senders: GMX / WEB.DE …webmail
- Not affected anymore after cache cleanup: Office 365 mails
- all Browsers
Description
Since updating to Zammad 7, we are seeing a problem with incoming emails from web mailboxes such as GMX/WEB.DE.
If we receive an email from such a mailbox, Zammad sometimes creates an attachment containing the message body, instead of treating the content as the normal article body.
This is not related to the mailbox connection type on our side. It does not matter whether the mailbox is connected via:
The important point is:
- the issue happens when the sender uses a web mailbox such as GMX/WEB.DE
- it is about the format of the incoming email
- if a real attachment is included, usually only the real attachment appears correctly
Expected behavior:
- The email body should be imported as the article body and not as an attachment.
Actual behavior:
- For some mails from web mailboxes, Zammad creates an incorrect attachment that contains the message text/body.
Steps to reproduce the behavior:
Additional information
The issue started after updating to Zammad 7.
Raw .eml examples of a problematic mail and a working comparison mail are available.
From the headers / MIME structure we could already see a difference:
- problematic mails from web mailboxes were simple single-part HTML mails
(Content-Type: text/html; charset=UTF-8)
- working mails were structured as multipart mails
(for example multipart/related with a separate HTML part)
This suggests that the problem may be related to the handling of single-part HTML emails without attachments.
Thanks alot
1 Like
Without a sample mail (including its headers, but without sensitive information), it will be nearly impossible to check on that.
Greetings,
thanks for your quick reply - it seems like im not allowed to upload eml files.
How could i provide them for you?
What we noticed is this:
- The working email was structured as a proper multipart message
(multipart/related with a separate HTML part and additional inline content such as images).
- The problematic email was just a simple single-part HTML email
(Content-Type: text/html; charset=UTF-8, no multipart/*).
- Another important detail:
when we send the same kind of email from a web mailbox but include a real attachment, then in Zammad only the real attachment shows up correctly. In that case, the issue with the message body being turned into an attachment does not happen.
So the pattern seems to be:
- single-part HTML mail from a web mailbox, no real attachment → problem occurs
- mail from a web mailbox with a real attachment → processed correctly
This makes it look like the issue is related to how Zammad handles simple single-part HTML emails without multipart structure.
Thanks
Putting them into a code block here should be good enough.
Just make sure it doesn’t contain sensitive data.
working mail (o365)
Received: from mailhost.example.net (2603:10a6:102:1bc::13)
by mailhost.example.net with HTTPS; Sun, 8 Mar [redacted-phone]:26:25 +0000
Received: from AS9PR01CA0035.eurprd01.prod.exchangelabs.com
(2603:10a6:20b:542::14) by mailhost.example.net
(2603:10a6:102:1bc::13) with Microsoft SMTP Server (version=TLS1_2,
cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id [redacted-phone]; Sun, 8 Mar
2026 13:26:23 +0000
Received: from mailhost.example.net
(2603:10a6:20b:542:cafe::79) by mailrelay.example.net
(2603:10a6:20b:542::14) with Microsoft SMTP Server (version=TLS1_3,
cipher=TLS_AES_256_GCM_SHA384) id [redacted-phone] via Frontend Transport; Sun,
8 Mar 2026 13:26:21 +0000
Received: from signature.example.net ([redacted-phone]) by
mailhost.example.net ([redacted-phone]) with Microsoft
SMTP Server (version=TLS1_2, cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id
[redacted-phone] via Frontend Transport; Sun, 8 Mar 2026 13:26:22 +0000
Received: from mailhost.example.net ([redacted-phone]) by
signature.example.net ([redacted-phone]) with Exclaimer Signature Manager
ESMTP Proxy signature.example.net (tlsversion=TLS12,
tlscipher=TLS_DIFFIEHELLMAN_WITH_AES256_NONE); Sun, 8 Mar 2026 13:26:23
+0000
Received: from mailhost.example.net
(2603:10a6:800:30c::17) by mailhost.example.net
(2603:10a6:10:448::18) with Microsoft SMTP Server (version=TLS1_2,
cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id [redacted-phone]; Sun, 8 Mar
2026 13:26:21 +0000
Received: from mailhost.example.net
([fe80::da2c:4364:dfbb:23e7]) by mailhost.example.net
([fe80::da2c:4364:dfbb:23e7%5]) with mapi id [redacted-phone]; Sun, 8 Mar [redacted-phone]:26:20 +0000
From: "Example, Sender" <redacted@example.test>
To: SLB-Ticketsystem <redacted@example.test>
Subject: test
Thread-Topic: test
Thread-Index: AQHcrv8iwhF3gyOTl0adSkS8o7X5Ew==
Date: Sun, 8 Mar 2026 14:26:20 +0100
Message-ID:
<redacted@example.test>
Accept-Language: de-DE, en-US
Content-Language: de-DE
X-MS-Exchange-Organization-AuthAs: Internal
X-MS-Exchange-Organization-AuthMechanism: 04
X-MS-Exchange-Organization-AuthSource:
mailhost.example.net
X-MS-Has-Attach: yes
X-MS-Exchange-Organization-Network-Message-Id:
c49a6b03-103c-4a8a-a70f-08de7d164adc
X-MS-Exchange-Organization-SCL: 1
X-MS-TNEF-Correlator:
X-MS-Exchange-Organization-RecordReviewCfmType: 0
msip_labels:
x-ms-publictraffictype: Email
received-spf: Pass (mailhost.example.net: domain of example.test
designates [redacted-phone] as permitted sender)
receiver=mailhost.example.net; client-ip=[redacted-phone];
helo=signature.example.net; pr=C
X-Microsoft-Antispam-Mailbox-Delivery:
ucf:0;jmr:0;auth:0;dest:I;ENG:([redacted-phone]);
X-Microsoft-Antispam-Message-Info:
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boundary="_004_VI0PR02MB11627E3165A4CAC52C0BC3269B878AVI0PR02MB11627eu_";
type="text/html"
MIME-Version: 1.0
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--_004_VI0PR02MB11627E3165A4CAC52C0BC3269B878AVI0PR02MB11627eu_--
not working mail:
Received: from mailhost.example.net (2603:10a6:20b:51a::7)
by mailhost.example.net with HTTPS; Sun, 8 Mar [redacted-phone]:31:10 +0000
Received: from DU2P251CA0028.EURP251.PROD.OUTLOOK.COM (2603:10a6:10:230::32)
by mailhost.example.net (2603:10a6:20b:51a::7) with
Microsoft SMTP Server (version=TLS1_2,
cipher=TLS_ECDHE_RSA_WITH_AES_256_GCM_SHA384) id [redacted-phone]; Sun, 8 Mar
2026 13:31:09 +0000
Received: from mailhost.example.net
(2603:10a6:10:230:cafe::c5) by mailrelay.example.net
(2603:10a6:10:230::32) with Microsoft SMTP Server (version=TLS1_3,
cipher=TLS_AES_256_GCM_SHA384) id [redacted-phone] via Frontend Transport; Sun,
8 Mar 2026 13:30:50 +0000
Authentication-Results: spf=softfail (sender IP is [redacted-phone])
smtp.mailfrom=example-webmail.test; dkim=pass (signature was verified)
header.d=example-webmail.test;dmarc=pass action=none header.from=example-webmail.test;compauth=pass
reason=100
Received-SPF: SoftFail (mailhost.example.net: domain of transitioning example-webmail.test
discourages use of [redacted-phone] as permitted sender)
Received: from filter.example.net ([redacted-phone]) by
mailhost.example.net ([redacted-phone]) with Microsoft SMTP
Server (version=TLS1_3, cipher=TLS_AES_256_GCM_SHA384) id [redacted-phone] via
Frontend Transport; Sun, 8 Mar 2026 13:31:08 +0000
Received: from pps.filterd (scanner.example.net [[redacted-phone]])
by filter.example.net ([redacted-phone]) with ESMTP id 628DJHxZ3317427
for <redacted@example.test>; Sun, 8 Mar 2026 14:31:08 +0100
Authentication-Results-Original: scanner.example.net; spf=pass
smtp.mailfrom=redacted@example.test; dkim=pass header.s=s[redacted-phone]
header.d=example-webmail.test; dmarc=pass header.from=example-webmail.test
Received: from mout.example-webmail.test (mout.example-webmail.test [[redacted-phone]])
by filter.example.net (PPS) with ESMTPS id 4cs04h053p-1
(version=TLSv1.3 cipher=TLS_AES_256_GCM_SHA384 bits=256 verify=NOT)
for <redacted@example.test>; Sun, 08 Mar 2026 14:31:08 +0100 (CET)
DKIM-Signature: v=1; a=rsa-sha256; c=relaxed/relaxed; d=example-webmail.test;
s=s[redacted-phone]; t=[redacted-phone]; x=[redacted-phone]; i=redacted@example.test;
bh=91Qzst33qfSgom1yQi0AXdjeZZ5Ztg/QUNOA5V0wgBk=;
h=X-UI-Sender-Class:MIME-Version:Message-ID:From:To:Subject:
Content-Type:Date:cc:content-transfer-encoding:content-type:date:
from:message-id:mime-version:reply-to:subject:to;
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dY/Zhu+P9G3Nd87g9Q==
X-UI-Sender-Class: 814a7b36-bfc1-4dae-[redacted-phone]d8ec6cd6
Received: from [[redacted-phone]] ([[redacted-phone]]) by
webmail-host.example.net (via HTTP); Sun, 8 Mar
2026 13:31:07 +0000
Message-ID: <redacted@example.test>
From: redacted@example.test
To: redacted@example.test
Subject: test
Content-Type: text/html; charset=UTF-8
Date: Sun, 8 Mar 2026 13:31:07 +0000
X-UI-CLIENT-META-MAIL-DROP: W10=
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X-MS-Exchange-Organization-ExpirationStartTimeReason: OriginalSubmit
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X-MS-Exchange-CrossTenant-OriginalArrivalTime: 08 Mar 2026 13:31:08.5922
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<head>
<meta http-equiv="Content-Type" content="text/html; charset=utf-8"></head>
<body><div style="font-family: 'verdana'; font-size: 12px; color: #000;"><span style="background-color: #ffffff;">test</span></div></body></html>
This ist how it looks like if i send a Email with just a subject.
Interesting. I’m using a dovecot IMAP server with postfix to retrieve email.
I do see a similar result, but not exactly. I do have visible content interestingly.
I also cross checked Zammad 6.5 with the same constellation, looks like a bug.
GitHub - zammad/zammad: Zammad is a web based open source helpdesk/customer support system. · GitHub would be a good place to report in that case.
There is a change in this area, but also already improved the bug fix for such situation, but maybe there are still some left overs. We will check it during the day.
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Hi @Adrian0514 and thanks for creating this post here. I can confirm that with the given example mail you’ve posted, there is indeed a document.html attachment created that is not required.
I am going to create a bug report for it in a few seconds.
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Hi @Adrian0514. The issue is fixed and will be available soon when using the package installation method.
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