Infos:
- Used Zammad version: 6.3
- Used Zammad installation type: docker-compose
- Operating system: Ubuntu
- Browser + version: Edge 124
Expected behavior:
- When customers submit a ticket via e-mail they should receive auto-reply e-mail.
Actual behavior:
- Initial auto-reply e-mail on ticket creation is not sent. However, ticket updates or reply to ticket e-mails are sent.
Steps to reproduce the behavior:
-
I have a helpdesk mailbox that receives e-mails from customers and redirects those e-mails to a separate mailbox on a different domain that Zammad is connected to via IMAP. When the redirected e-mail is received, the From header in that e-mail is the customer’s e-mail address, the Return-Path header is the e-mail address of the mailbox that redirected the e-mail, a ticket is created as expected and the Customer e-mail address is correctly reflected in the ticket, however the “thanks for your inquiry” e-mail is never sent. Only subsequent ticket updates, replies or ticket closure e-mails are sent.
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If I send an e-mail to to the mailbox that Zammad is connected to via IMAP, it all works as expected, ticket is created and the “thanks for your inquiry” e-mail is sent to the customer. However, this is not how we want to do things.
Thanks