We use an email address to receive and create tickets. Sometimes, communication to multiple users is sent from this configured email address via a mail client. Therefore, the message is not sent from Zammad directly. The issue is that responses to this email are all placed in the same ticket. While it’s possible to split the responses, in our case, this sometimes involves hundreds of replies. Is it possible for Zammad to treat each response as an individual request, considering that the initial email did not originate from Zammad?
i’am understanding your usecase as followed (tell me if i’am wrong):
You send one email to many recipients from an email-tool that isn’t Zammad
with a sender-address that is a Zammad email-channel right? Many recipients answers to this email and all these answer-emails are pulled into Zammad.
Did i understand this right until now?
Normally Zammad must create new tickets for all of these answers, cause
of missing ticket-hook in the first outgoing email to the recipients.
Please give me more informations whats your usecase in detail.
That’s exactly it.
However, instead of creating a new ticket for each response, Zammad creates only one ticket and attaches all the responses to the same ticket. Operators then need to systematically separate the responses from the main ticket, which generates a lot of additional work and increases the risk of missing a request.
