Is it possible, having zammad to serve multiple email accounts for inboud tickets, to avoid the creation of duplicates when the user writes an email to all the accounts simultaneously?
For example, pick the first address in the to field and use it for the ticket creation.
Hello Fluca ,
Do you talk about duplicate when user do an email with multiple Integration mail in the field “To” ?
Yes, either multiple service email addresses in the to or cc field.
I had a duplicate issue in the past (not exactly the same) But maybe thats can help you :
Duplicates tickets when integration mail in copy - Technical assistance - Zammad - Community
I know thats not really same issue but maybe if you choose the “references” settings it would be not create duplicate ticket.
Not really sure and confident about thats but you can test it.
Thanks @robinkyo but unluckily follow up detection does not work for two email addresses in the “to” field and neither a “to” and a “cc”. In both cases two identical tickets are created
No Zammad does not provide such a functionality. The functionality to detect incoming duplicates only kicks in meta information (from, to, subject) are the same within a certain time period.