Replies including two groups only update the ticket in one group

[uuajcurran]

Infos:

• Used Zammad version: 6.3.1
• Used Zammad installation type: Deb
• Operating system: Ubuntu 22.04
• Browser + version: Any

Expected behavior:

• Replying to a message including two group email addresses updates existing tickets in both groups.

Actual behavior:

• New message is only added to a ticket in one group.

Steps to reproduce the behavior:

• Send a message to two group addresses and a third address (ex: group1@domain.com, group2@domain.com, interested_party@domain.com) creating two tickets.
• Send a second message from interested_party@domain.com and include all original addresses in To: or CC: fields.

[MrGeneration]

This is only possible if you have two independent emails from each other. If that’s not the case, it is exactly one mail - the CC will not change that.

[uuajcurran]

I wondered if that was the case. Thanks for the confirmation.