If we (A) send a mail to a customer (B), then B replies to A, and then B once again replies but on the mail they just sent instead of the mail they received, that third mail should be in the same ticket.
Actual behavior:
The second reply from B to A does not appear in Zammad at all.
3: Then, instead of replying to the mail they received, the customer sends another mail, this time replying to their first reply and replacing the âTo:â header.
The mail arrives at our mailserver correctly, in the right thread, but it doesnât appear in Zammad at all, not even in a different ticket.
From what i know our system works with ticket hooks (Settings â Settings â Ticket),
when you want to send some âinfoâ to the ticket system, if you include your ticket # with proper layout.
e.q. âSome Subject [Ticket#31231]â it will append that data to the ticket.
From what i would guess, is that your customer replies to the first email,
so: âMail Subjectâ and then âRe: Mail Subjectâ, but the 2nd reply goes: âRe: Mail Subjectâ,
can it be that thats the reason why it isnât picked up properly ?
Is a new ticket created? or is the email just discarded.
We havenât set any ticket hook, we chose to display just the subject without the â[Ticket #12345]â part. We have however enabled âReferencesâ postmaster followup search. Would this be enough or is it necessary to also select âBodyâ follow-up search for this use case?
The e-mail is discarded completely, does not even create a new ticket for some reason.
What does happen when you put a 'Re: â in front of the 2nd reply?
So you will get: âSubjectâ â âRe: Subjectâ â âRe: Re: Subjectâ
does it then get picked up?
Tried this, same thing happens, the e-mail still doesnât get picked up. We receive it in our mailserver as âRe: Re: Subjectâ, but it does not show up in Zammad.
Smells like this is the issue.
It doesnât appear in the system? That might be because youâre keeping mails on the mail server and, against our suggestions, are reading in the same mailbox as Zammad. You may by chance mark mails as read before Zammad sees them.
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