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.
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.
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