Multiple Channels & Ticket Reference Matching

Technical assistance
1

Infos:

We have a self hosted Zammad instance (info below). We have multiple email addresses that feed to Zammad:

a customer of really_good_support (who is also a user of good_support) sent an email to really_good_support and referenced a ticket # in the body of the email of a ticket that was already in the “good_support” group. The incoming email was then appended to the existing ticket. In a group that “reall_good_support” does not have access to.

  • Used Zammad version: 7.0.1-17c9d075.docker
  • Used Zammad installation type: docker
  • Operating system: Linux 6.17.0-1013-azure x86_64
  • Browser + version: Chrome 154.0.8037.98

Expected behavior:

  • I would hope that emails sent to one support email address could not be referenced/appended to emails from another support email address.

Actual behavior:

  • The ticket was appended to a referenced ticket number instead of creating a new ticket based on the address the ticket was sent to.

Maybe this is working as intended, and yes I could turn off the ticket reference in body matching to prevent this from happening further, but ideally I would like the option to have one group siloed from the other so that unless I specifically go and change the group that a ticket is assigned to, that emails to good_support go to group 1, emails to really_good_support go to group 2 and even if an email sent to really_good_support references a ticket number in group 1, that it wouldn’t be appended to that ticket as it was sent to a different email address.

Hopefully that makes sense and I put this in the correct group.

2

Ran into the same thing with two brands on one instance. As far as I know that’s how follow up detection works. If the ticket number with the hook (Ticket#) shows up in subject or body, Zammad appends to that ticket no matter which address the mail came in on, and the group of the existing ticket wins.

What we ended up doing: keep subject matching on, turn off the body and attachment checks under Settings > Ticket (the follow up detection options). Customers almost never write the number in the body on purpose, it’s usually a quoted old thread.

If you want separation per address on top of that, you could give each brand its own ticket hook or number prefix setup, but that’s a global setting so it gets messy. Another option is a postmaster filter on the To address that strips or ignores follow up for that channel, though I haven’t tested that path myself on 7.0.

Worth opening a feature request too. Scoping follow up matching to groups the receiving channel can see would make sense.