Mail thread not showing on mail when replying to the ticket


  • Used Zammad version: 5.1.x
  • Used Zammad installation type: package
  • Operating system: CentOS7 (Server), Windows 10 (Client)
  • Browser + version: Google Chrome Version 101.0.4951.67 (Official Build) (64-bit)

Expected behavior:

  • When replying to a ticket in the webpage, the mail send should also have the thread of the costumer opening the ticket.

Actual behavior:

  • When you reply to a ticket in the webpage, only the response sent in mail is shown in the mail sent and no the full thread. Seems like it is sending a separate email and not really replying to it.

Steps to reproduce the behavior:

  • Open a ticket through mail, and reply to that mail. Tried to setting it to public but had the same behavior.

Take a look at this doc
you are looking for full quote.


Many thanks, this is working perfectly.