One Email Thread for New Ticket and Ticket Closed Trigger

[nic000]

INFOS

• Used Zammad version: Zammad Starter
• Used Zammad installation type: (source, package, docker-compose, …) N/A
• Operating system: Outlook Mobile App using iOS and Microsoft 365 Outlook
• Browser + version: all

How do you get the Zammad emails coming from the NewTicket Trigger and TicketClosed Trigger to group into one email thread with the rest of the email replies in between customer and agent with Microsoft 365 outlook?

The Email Thread toggle in the settings of the Microsoft 365 Outlook has been turned on already.

However, only the conversation when the agent replies to the email’s customer and the customer’s reply to the agent is the one being grouped into one email thread NOT the email coming from the NewTicket trigger and the TicketClosed Trigger.

Expected behavior:

We have the usual NEW TICKET trigger and TICKET CLOSED trigger which email our customers and team automatically as highlighted in yellow

Actual behavior:

As you can see the middle email in grey are the one grouped in one email thread. The First and the last email are separate.

[Sal]

If I’m understanding you correctly. You want all the emails related to a ticket to be grouped in Outlook.

I don’t think this is possible with triggers as those are not part of the same conversation (so to speak). The trigger email isn’t part of the email chain in the ticket.

I’m pretty sure this is an Outlook issue, not a Zammad issue. You need to make those triggers part of the same ticket conversation/email chain. You could try setting the triggers to use the same subject as the email, then Outlook may consider it as part of the same email chain. Looking at your screenshot, you have the ticket number after the subject. Try setting your triggers to match by setting the subject in the trigger email to:

#{last_article.subject} #{ticket.number}