Browser + version: Microsoft Edge (Canary), Chrome, Firefox, Opera, IE
Expected behavior:
When answering a ticket via mail the recipient should be the one, who created the ticket (customer).
Actual behavior:
When answering a ticket (or a response of a ticket), the recipient is always the one who is in the ‘to‘ field of the mail of the created ticket.
e.g.: Forwarding an email as a customer (customer@company.com) to the ticket e-mail address creates a ticket. The recipient is ticket@company.com. Now, when answering that ticket via mail in Zammad the recipient of that email should be customer@company.com but instead Zammad uses the ticket email ticket@company.com.
This issue only occurs (how it seems) on a specific ticket creator mail, which has the same permissions as all the other accounts (agent) and is also setup the same as the others.
Steps to reproduce the behavior:
Forwarding an email to the ticket mail and replying on that ticket directly in Zammad.
same problem here on moving an email from it-mailbox to zammad-mailbox (collected via POP).
Zammad enters the recipient as the customer… But it should be the sender, shouldn’t it?
By the way: We are testing Zammad 3.1.0 on CentOS 7.6 at the moment.
Beside recycling old topics might be a bad idea:
Ensure that Zammad knows the E-Mail-Adresse the mail was originally sent to. Otherwise it will literally break upon replying.