# Wrong recipient when answering via mail in Zammad
**URL:** https://community.zammad.org/t/wrong-recipient-when-answering-via-mail-in-zammad/2873
**Category:** Technical assistance
**Created:** [July 29, 2019, 7:49am UTC](https://community.zammad.org/t/wrong-recipient-when-answering-via-mail-in-zammad/2873 "2019-07-29T07:49:27Z")
**Posts on this page:** 6
**Page:** 1
### Author:  [@Seeka](https://community.zammad.org/u/Seeka)
#### Post date: [July 29, 2019, 7:49am UTC](https://community.zammad.org/t/wrong-recipient-when-answering-via-mail-in-zammad/2873/1 "2019-07-29T07:49:27Z")
### Infos:
- Used Zammad version: 3.0.x
- Operating system: Linux openSuSE 15.0
- 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](mailto:customer@company.com)) to the ticket e-mail address creates a ticket. The recipient is [ticket@company.com](mailto:ticket@company.com). Now, when answering that ticket via mail in Zammad the recipient of that email should be [customer@company.com](mailto:customer@company.com) but instead Zammad uses the ticket email [ticket@company.com](mailto: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.
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### Author:  [@Seeka](https://community.zammad.org/u/Seeka)
#### Post date: [July 29, 2019, 9:54am UTC](https://community.zammad.org/t/wrong-recipient-when-answering-via-mail-in-zammad/2873/2 "2019-07-29T09:54:14Z")
EDIT: It occurs also on other accounts and it only appears when FORWARDING a mail to the ticketsystem to create a ticket.
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### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [August 5, 2019, 10:12am UTC](https://community.zammad.org/t/wrong-recipient-when-answering-via-mail-in-zammad/2873/3 "2019-08-05T10:12:23Z")
Heya,
the reason why this does not work is the way a “forward” does work.
If you want to move mails into Zammad you have two options:
- bouncing the mail (that’s like forwarding, but better with keeping the original header intact, Zammad will work that way)
- use a subfolder on a mail account Zammad fetches where you move the mail to
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### Author:  [@Mr\_P](https://community.zammad.org/u/Mr_P)
#### Post date: [August 21, 2019, 10:10am UTC](https://community.zammad.org/t/wrong-recipient-when-answering-via-mail-in-zammad/2873/4 "2019-08-21T10:10:41Z")
Hello guys,
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.
On our actual KIX-system its working correctly with moving this mails.
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### Author:  [@MrGeneration](https://community.zammad.org/u/MrGeneration)
#### Post date: [August 21, 2019, 10:26am UTC](https://community.zammad.org/t/wrong-recipient-when-answering-via-mail-in-zammad/2873/5 "2019-08-21T10:26:41Z")
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.
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### Author:  [@system](https://community.zammad.org/u/system)
#### Post date: [December 19, 2019, 10:26am UTC](https://community.zammad.org/t/wrong-recipient-when-answering-via-mail-in-zammad/2873/6 "2019-12-19T10:26:47Z")
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