Reply to tickets by e-mail

Technical assistance
1

Hello everyone,

I am currently testing a Zammad installation and I am stumbling upon the following problem:

When a ticket is received via email, I can reply to the ticket via email (the Reply, Reply all and Forward buttons are available). Replying and forwarding by e-mail also works without any problems in this case.

If a ticket is received on another channel, I cannot reply to the ticket by e-mail (the buttons are missing).

If I create a note (internal or public does not matter) for a ticket received by e-mail, the buttons are also no longer available.

Is this a bug or a feature or do I have to set something else here so that I can reply to a ticket by e-mail at any time.

Thank you very much.

Best regards

2

If your ticket is in a group, for which no email communication has been configured, then you cannot reply via email (the button is missing)

Tickets created via email may be in a different group than tickets created via other channels

Maybe this is your problem

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