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.

6

I have the same problem. The solution for now is change to IMAP/SMTP, too.

1 Like
7

@Marcoo and @everyone

Has anyone tested this in the meantime? Is it still the case that the display name from the shared mailbox is shown, and not the display name assigned by zammad?

8

In the pre-release documentation you can already take a look in some improvements related to aliases and shared mailboxes, maybe this helps: Accounts — Zammad Admin Documentation documentation

9

Are you perhabs talking about this?

  • Under “Send as”, click on Edit and Add members. Search and select the user from which you want to access the mailbox and Save it.
  • Do the same for “Read and manage (Full Access)”.

—

Couldn‘t the relevant doc change be backported to stable or is it dependend to the upcoming release…?

10

No, I am currently not able to verify if this is still the case as we are using IMAP/Oauth for the moment.

Just for clarification, my problem was not about using e-mailaliases, it’s the displayname which is changed to the MS365 Value instead the “From:”-Value when using the Microsoft 365 Graph channel.

11

We identified already that it’s not a problem on Zammad side, because the generated mail has the correct from value (I think it was mentioned in another thread). So sometimes it seem to be outlook is showing it differently because of address book entries or other things.

12

Yes, correct, this seems to be a problem (“feature”) in MS365 rather than in Zammad. But it has nothing todo with Outlook address book entries as I could reproduce the behaviour with an gmail recipient which never received an email from my zammad instance before.
Maybe I will try to reproduce the problem by just issuing a small powershell script using the graph api to isolate the problem to MS365 so I can open a support case with MS…

1 Like