Replies from customers create new ticket

[martin.von.wittich]

@MrGeneration

In my opinion it’s absolutely legit and valid to generate a different message id for bcc’ed mails.

Well, yes, it is
The standards don’t really say anything about it, so at the end of the day, the behavior is implementation-dependent. Each implementation should do what makes the most sense it its case.

@MrGeneration

Other wise this would also be an issue within Zammad in “usual” cases where the bcc recipient answers and theoretically could create a follow up in the “correct” ticket. This would draw bcc useless, because persons being able to login to Zammad and viewing this ticket will then see that something is “odd”.

If Zammad uses different Message-IDs in this case to prevent this from occurring, that’s IMO perfectly fine.

But if @herzkerl wants Zammad to match customer replies to the BCC’d mail of his 3rd party system, and the 3rd party system prevents this by using different Message-IDs that seem to serve no other useful purpose, than the behavior of this 3rd party system is obviously not fine

[herzkerl]

@martin.von.wittich

But if @herzkerl wants Zammad to match customer replies to the BCC’d mail of his 3rd party system, and the 3rd party system prevents this by using different Message-ID s that seem to serve no other useful purpose, than the behavior of this 3rd party system is obviously not fine

I think so: Adding Cc and Bcc recipients to your message | Direct Mail

I’ve asked Directmail support and will let you know if they provide any useful feedback.

[herzkerl]

Here’s the feedback from the Direct Mail team:

Thank you for your email. Yes, the emails that get sent to BCC and CC recipients have a different Message-ID header than the email that gets sent to the TO recipient.

The reason for this is that, unlike a regular email client, the email body content is actually slightly different for CC/BCC and TO recipients. For example, the email body content for CC/BCC recipients will not have email open-and-click tracking tags.

However, we understand that this complicates your integration with your ticketing system. We may change how this works in a future update. In the meantime, perhaps you could add a custom “Reply-To” header to your outgoing emails that would help your ticketing system match up the replies?

Is there any way to use custom ‘Reply-To’ headers to merge that second email automatically? If not, I’ll wait for a Direct Mail update

[MrGeneration]

@herzkerl

Is there any way to use custom ‘Reply-To’ headers to merge that second email automatically?

I’m afraid there’s not, unless you fiddle around with your reply-to headers on your mail server directly.
However, that in my opinion might lead to other issues you proberbly don’t want to have.