Office 365 - don't send ticket response mail

[whitewater]

• Used Zammad version: 6.3.1
• Used Zammad installation type: docker with portainer
• Browser + version: google 129.0.6668.59

Expected behavior:

sending email responses to tickets

Actual behavior:

not sended, not found error message

Hello,

I’m testing zammad on docker. Office 365 is connected but no email is sent when responding to a ticket.

• Configuration :

• email notification: smtp.office365.com with support@domain.com. Work as expected when receive tickets.
• office 365 integration: seems to be OK. Tickets are well received in the group
• Group have mail address, same as notification (for testing) : support@domain.com
• Usage of a DNS Challange.
• with powershell, test mail sending from support@domain.com : test successfull.
• support@domain.com have SMTP Auth activated in office 365.
• 
  
  ![image|495x500](upload://yNoWIqjfhn2PKz37ct
  GgZ3ElPd6.png)

I understand that notification and response emails to tickets by Office 365 are 2 different things.

I searched with the STDOUT logs, I saw nothing.
Do you have any idea for my problem and Is it possible to display SMTP logs?
Thank you

[robinkyo]

Hello,

If the email is not sent when responding to a ticket, you should have a error msg ( In red) in the chanel microsoft 365, in our screen its seems like nothing is in error can you confirm ?

Other things : It is a Shared mailbox ?

[whitewater]

Hello Robinkyo,
I am confirm i haven’t got a error message in the channel Microsoft 365 page, like the screenshot.

It isn’t a shared box, a mailbox with licence.

Here permissions on Azure :

[robinkyo]

The fact you do not have any error is strange.
Did you see your respond in the ticket , without anny yellow warning ?

Regarding the permissions all sem OK, these are the right one.

Supid question but are you sure you use “Reply” in the ticket to respond and not post a note ?

To reply to a ticket you need to setup the response mail in the Group settings

[whitewater]

Just before see your reply, i had testing create a ticket from the webpage and… mail creation information with support@domain.com have been sent. So, it’s working.

Turns out I was treating ‘notes’ like it was a ‘reply’ button… classic rookie move!
I hadn’t looked at the documentation for this part either.
It proves that there are no stupid questions as they always say.

Use ‘Reply’ button OK, i had received the mail…
Thanks very much for pulling me out of my own tech maze