Replies from customers create new ticket


  • Used Zammad version: 2.9.x
  • Used Zammad installation source: Docker-Compose
  • Operating system: CentOS 7
  • Browser + version: Safari (newest)

Expected behavior:

  • If a customer replies to an e-mail sent from a 3rd party software (BCC’d to Zammad), the answer should be shown within the ticket

Actual behavior:

  • The answer creates a new ticket

Am I interpreting this correctly?

  • A 3rd party program sends a mail:

    • From: info@yourcompany.tld (an address handled by your Zammad)
    • To:
    • BCC: info@yourcompany.tld (an address handled by your Zammad)
    • Subject: some subject

    The mail is received by your customer (due to To) and by your Zammad (due to BCC).

  • The customer replies:

    • From:
    • To: info@yourcompany.tld
    • Subject: Re: some subject

    The mail is received by your Zammad.

The problem in this case would be that the first mail creates a new ticket, let’s say #1234. Zammad would put replies containing this ticket ID into the ticket (e.g. Subject: Re: [#1234] some subject), but the customer reply of course doesn’t contain this ID.

Try enabling :gear: -> Channels -> Email -> Settings -> Additional follow-up detection -> References […].

At least in theory, the customer’s reply should include a References: <message id> header that references the original mail’s Message-ID: <message-id>, and Zammad should hopefully be able to use that to put the reply into the correct ticket.

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To further elaborate, this is my exact setup:

  • My accounting software sends emails as
  • My newsletter software sends emails as
  • Both those email addresses (accounts) are monitored by Zammad, so incoming emails (and, of course, replies) will be fetched by Zammad
  • If a customer replies to an email sent by one of those 3rd party applications, Zammad creates a new ticket instead

Yes, I am aware of the fact that in the outgoing emails there’s no ticket# (because they’re not sent via Zammad itself)—but I was hoping that the ‘Additional follow-up detection’ could handle that.

Looking forward to your thoughts!

I have, but it doesn’t seem to work (or I’m not understanding correctly).

Hm, not sure why it wouldn’t work. I used it during testing when I piped ~50000 old mails into Zammad, and back then it worked, so it’s not broken in general.

Have a look at the raw mails and determine the Message-Id of the original mail. Does the response contain headers like References and In-Reply-To with this Message ID?

If there’s already a identical subject for the same user (and here’s the sending “from” relevant) then this will work. If you send from a Zammad-Alias, this will not work if you don’t give Zammad e.g. a Ticket-Number. Zammad simply can’t identify the customer, because in the classical thinking it would be it’s own customer in that case.

I really hope you guys can work out a solution to this issue. I think a lot of people have the need to send out things like newsletters or invoices and want to have them stored in Zammad so they can easily handle follow-ups from customers.

I haven’t found an alternative solution yet. (Except for heavy usage of the API, maybe.)

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Ah, I see. In my case(s) the ‘froms’ would be different: I’m using accounting@ to send the e-mails from within my accounting software—but the customer’s reply (of course) comes from their respective e-mail-address.

Is there any way to make this work (yet)?

No, not really sorry.
I doubt this will ever be possible.

Reason for this is that you’re missing references to the ticket you’ve created. Zammad won’t be able to recognize it as a follow up.

What about the answer from @martin.von.wittich?

My bad.
You might want to check the Settings area of your mail channels.

You’re looking for “additional follow-up detection”.

All checked—still doesn’t work. Is there any log file that could help me understand how e-mails are treated? Or maybe @martin.von.wittich can elaborate on this?

Beside of production.log there’s no further logfiles Zammad does write that would come in handy here.
Sounds like references from your customers are removed which could be a root cause.

Other wise Zammad would follow up automatically.
Well… except we’re talking about closed tickets and decided to configure your group to deny follow ups to closed tickets. :slight_smile: