Prevent Reopening of Closed Tickets if sent via Mail

Technical assistance
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  • Used Zammad version: 2.4
  • Used Zammad installation source: (source, package, …): RPM
  • Operating system: CentOS7

Expected behavior:

  • If a user sends email to a closed ticket, having the ticket ID defined, then an informational message should occur which tells, message for an unknown or closed ticket received, please go to web interface or call, to reopen.

Actual behavior:

  • If any user sends an e-Mail to a (guessed) Mail-Address which is defined in Email-Accounts, and having a historical Ticket ID, then a formerly closed ticket is is updated/reopened.
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