From: firstname.lastname@example.org (an address handled by your Zammad)
BCC: email@example.com (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:
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.
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.
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.)
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.