Ticket updates missing

Infos:

  • Used Zammad version: 5.2.1
  • Used Zammad installation type: Package
  • Operating system: Ubuntu 20
  • Browser + version: Edge

Expected behavior:

Updates to tickets should be filed under the original ticket, and new emails should be filed under a new ticket.

Actual behavior:

Ticket updates are not always added to the ticket. It works 99 percent of the time, but occasionally we receive the ticket response in Outlook but it is not updated in the ticket.

We also occasionally see tickets not being created, but we receive the email in our inbox. This is also extremely rare.

Always check the production.log, you will most likely find the reason there.