Same ID on different ticket creation

Technical assistance
1

Infos:

  • Used Zammad version: 6.1.0-1696849338.59fe2e15.focal
  • Used Zammad installation type: docker-compose
  • Operating system:
  • Browser + version: Everyone, using atm Vivaldi 6.5.3206.48 (Stable channel)

Expected behavior:

  • If a client send us a new email, Zammad creates a new ticket for it with a different ID.

Actual behavior:

  • When a client send us a new email, Zammad just creates like an answer to an old ticket from the same customer without create a new ID, same header, old answers…

Steps to reproduce the behavior:

  • When sending a new mail to our support account. Only happened with 2 of our clients.
2

Hi @sandreu. Please consider updating your Zammad instance to version 6.2.

There must be something special to those emails that Zammad was using them as follow-ups to existing tickets.

3

This topic was automatically closed 360 days after the last reply. New replies are no longer allowed.