Title: Respect FROM field settings for replies to agent mails
Usecase environment:
level & 2. level
users (not agents) are only able to react to tickets by mail, e.g. no user login
instance is configured with MS365 channels
Sender Format for these channels is configured to “System Address Display Name”
What is the idea or pain point:
every interaction with the user is via mail
agents update the ticket or send queries (sometimes without response from user in-between)
if a agent answers to or forwards a mail from another or the same agent in zammad, the quote header looks like
“On Wednesday, 22 June 2022 at 09:44:14, Agent ABC wrote:”
If a user would answer to the same mail it would look like (some variation due to language and used client):
“On Wednesday, 22 June 2022 at 09:44:14, <System Address Display Name> wrote:”
Due to this the agent name is exposed to the user even though we especially configured the instance to not expose the agents name.
Disabling the quote header is not an option for us.
Even when showing the metadata of the agents mail to which he responds shows <System Address Display Name> as FROM.
Expectation (not solution):
The quote header should be based on the from field / sender format
equality wether a user answers to a mail or a agent answers to the article which resulted in the mail
meaning in both scenarios “On Wednesday, 22 June 2022 at 09:44:14, <System Address Display Name> wrote:” should be used
(1) is the group name which we want the customer to see if he gets a mail from zammad. This works correct.
If an agent would like to add something to the previous message and would reply to the message from the agent, the full agent name of the previous article is inlined (2).
From my point of view these two fields should both be identical and both resemble (1) to not confuse the customer and not leak the agent name in scenarios where non personalized support is needed/wanted.
I still wouldn’t classify this as a feature request but rather as a bug, but got told otherwise in the mentioned topic.
