Wrong customer gets ticket-creation info-mail when a second recipient is addressed

Technical assistance
1

Used Zammad version: 7.1.1-bf8c7c4e.docker
Used Zammad installation type: Docker-Compose
Operating system: Linux Ubuntu
Browser + version: Edge Version 151.0.4129.93

Expected behavior:

When a user (e.g. Lukas) sends an e-mail to the support postbox with an additional internal recipient (To, not CC) besides the ticket system, Lukas should become the customer of the created ticket and receive the ticket-creation notification e-mail.

Actual behavior:

When a user (e.g. Lukas) sends an e-mail to the support postbox with an additional internal recipient (To, not CC), the other recipient — not Lukas — becomes the customer of the created ticket. As a result, the other recipient receives the ticket-creation notification trigger e-mail instead of Lukas (the actual sender).

Steps to reproduce:

  1. Lukas sends an e-mail to the support postbox.
  2. The e-mail is addressed to the support postbox AND another recipient in the “To” field (not CC).
  3. Zammad’s mail-fetch creates a ticket, but instead of setting Lukas as the customer, it sets the other “To” recipient as the customer, who then receives the ticket-creation info-mail.

Here is an translated screenshot of this one time behavior:

image
image841×1033 131 KB

Have somebody experienced the same behavior?
Thanks for helping us out!

Best regards
Lukas :slight_smile:

2 Likes
2

Hi,

that matches a stock email setting, not a broken trigger.

Under Channels → Email → Settings there is Customer selection based on sender and receiver list (default: yes). When Zammad treats the sender as an agent, it does not use From as the customer. It takes the first address on the recipient list instead. Your support mailbox is skipped as a system address, so the other To (the internal colleague) becomes the customer and that person then gets the ticket-creation notification.

https://admin-docs.zammad.org/en/latest/channels/email/settings.html

What to do:

  1. If Lukas is an agent (or has an agent role): set Customer selection based on sender and receiver list to no. Then the sending agent stays the ticket customer. Or put the extra person on CC, not To.
  2. If Lukas is only a customer and still loses the ticket: say so. That path should use From, and I would want the raw headers (From / To / Reply-To) of one affected mail.

The notification going to the “wrong” person is then just following whoever is set as customer.