Used Zammad version: 5.0.2-1638348154.49058123.centos7
Used Zammad installation type: yum install via Zammad packager.io repository
Operating system: Centos 7.9.2009
Browser + version: Does not affect browser; Firefox 78.15.0esr (64-Bit)
Expected behavior:
User sends an email to Zammad via Outlook for macOS (Office 2019; Outlook version 16.55 and previous versions) while having himself added to the BCC of that email.
→ Reply gets sent from Zammad and the email is put into a thread at the users Outlook client including the starting email.
→ Following replies in that conversation also get added to the existing mailthread on the users Outlook client.
Actual behavior:
User sends an email to Zammad via Outlook for macOS (Office 2019; Outlook version 16.55 and previous versions) while having himself added to the BCC of that email.
→ Reply gets sent from Zammad and the email is put into a separate thread at the users Outlook client while ignoring the starting email.
→ Following replies in that conversation also get added to the newly created mailthread on the users Outlook client.
Steps to reproduce the behavior:
Send an email to Zammad from an Outlook client for macOS while also keeping yourself in the BCC of the first email
→ Reply from Zammad arrives and starts a new mail thread where all future emails of the conversation get sorted into.
This is working correctly due to the way “BCC” works. Blind Carbon Copy means that the mail your mail server (usually™️) sends is independent to the original mail. This means if you have one BCC address, your mail server usually will send 2 mails instead of one.
This means:
Zammad also sees two independent mails / tickets.
Depending on what Outlook expects the agent may reply to the “wrong” message which causes Outlook to behave that way. In the agents reply you should be able to see the thread references. They’ll have to fit.
This is imho nothing Zammad can handle. This may be an Outlook issue…
Also note that Zammad does not support BCC emails at all.