When reading emails in Outlook, the responses in the tickets are not updated


  • Used Zammad version: 6.1.0-1697637583.77ceaaea.focal
  • Used Zammad installation type: (source, package, docker-compose, …) Docker-Compose
  • Operating system: Linux
  • Browser + version: Firefox 121.0.1

Expected behavior:

  • We would like that although the response is opened quickly in Outlook, it is also reproduced in Zammad

Actual behavior:

  • What happens now is that if someone on the team reads the response email in Outlook quickly, this response is no longer picked up by Zammad

Steps to reproduce the behavior:

  • Quickly open a ticket response in Outlook

The documentation clearly suggests against reading in parallel to Zammad in its mailboxes. Don’t do it.

Mark the affected mails back to unread and it will pick up the mails that are missing. Zammad only looks at the unread mails. This is expected.