MS365 Graph Api Mail channel ignores Sender Format

Technical assistance
1

Infos:

  • Used Zammad version: 6.5.0
  • Used Zammad installation type: package
  • Operating system: Ubuntu 24.04.2 LTS
  • Browser + version: Chrome 137

Expected behavior:

  • When a ticket reply is sent from Zammad and received by the recipient, the From: field should follow the configured Sender Format
  • zammad1
    zammad12052×562 53 KB

Actual behavior:

  • When a ticket reply is sent from zammad and received by the recipient, the From: field uses the Display Name configured in Microsoft 365/Exchange Online
  • zammad2
    zammad2624×219 11.4 KB
  • Mail Source on Recipient Side shows From: Ticket - **** <ticket@****.**>
  • Mail Source (Raw) in Zammad shows From: Marco **** via **** Support <ticket@****.**>
  • image
    image693×575 15.7 KB

Steps to reproduce the behavior:

Is this a bug or configuration error in Zammad or is this a restriction when using the MS365 Graph Api Channel? Nevertheless this is currently a showstopper for us.

2

It’s nothing new that Microsoft loves to fiddle with outgoing aliases and thus also potentially with display names. No suprise to me to be honest.

Should and could be a configuration option at Microsoft. I can’t help with that, but I’m sure there’s an option for it.

3

Did you obeserve something similar with other Tenants? Or is it only affecting our MS365 Tenant? I know this was working with MS365 IMAP Channel before…

4

From Zammad perspective the same code is used like for the user email channels. So could really be something on Microsoft side. You could maybe check the generated raw mail from the outgoing article.

5

did so already, the raw mail shows indeed From: Marco **** via **** Support <ticket@****.**>.
For the moment I reverted back to IMAP/SMTP. So it seems to only affect the Graph Api. Did you observe similar behaviour in other tenants? Currently I am out of ideas which setting could affect this on 365 side.