Zammad don't add e-mails to the ticket when the support address is in the copy

Technical assistance
1

Infos:

  • Used Zammad version: 5.4.1
  • Used Zammad installation type: docker-compose
  • Operating system: ubuntu 20.04
  • Browser + version: Google Chrome 114.0.5735.199

Expected behavior:

  • E-mails added to the ticket

Actual behavior:

  • E-mails were not added to the ticket

Steps to reproduce the behavior:

We have been using self-hosted Zammad for the last month and this Friday I find a case, when two e-mails were not added to Zammad:

  1. Our manager wrote in support, this ticket was created.

  2. Support replied to the manager from Zammad.

  3. In this correspondence, the manager moved support to a copy and added an external client to the recipients. He did not change the subject of the e-mail. This e-mail was not added to the ticket.

  4. The client replied, support was in the copy of the e-mail, this letter was also not added to the ticket.

  5. A few days later, our manager again wrote in this correspondence, moved us from the copy to the addressees, the e-mail was added to the appeal.

The question is why Zammad didn’t add two e-mails to the ticket when the support address was in the copy?

May be I don’t know about some settings?
Please, help me to understand!

Julia
*

2

Please look into Zammads monitoring endpoint.
There’s a very high chance that the mail was

  • too big
  • had invalid headers
  • or was addressed incorrectly

https://admin-docs.zammad.org/en/latest/system/monitoring.html