Reply to ticket from ticket owner email address

Technical assistance
1

Infos:

  • Used Zammad version: 5.0
  • Used Zammad installation type: package
  • Operating system: Ubunto
  • Browser + version: Chrome

Expected behavior:

  • When replying to a ticket, I would love to send the reply from the ticket owner’s e-mail address (instead of the general group’s address)

Actual behavior:

  • Currently the mail is sent from the group’s general email address.

Steps to reproduce the behavior:

  • Assign a ticket to someone, reply with a different agent to the ticket.

Is there a way to achieve that?
It would be great to reply from the personal email address.

Thanks!

2

How do you manage an answer sent to this email? The answer won’t be in the ticket system.

3

since groups are a single email based i think this would imply the following responses to be outside zammad.
you can maybe build a workaround making the email owner forwarded back to zammad in case of a reply and then assign the ticket back to the original owner with a trigger (that could set the correct group and the correct owner).

4

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