What is your original issue/pain point you want to solve?
Microsoft has this “feature” called “reactions” in Outlook, where users can quickly follow-up to an e-mail, for example with just a thumbs-up emoji. These are not parsed as well by Zammad as we’d like to see.
Examples
Note: the user’s name has been redacted in all these examples.
Dark mode / Light mode
Note the absence of the actual reaction:
Raw / Original Formatting
When you click on “Original Formatting”, or view the raw email, the HTML shows this instead. Note the visible thumbs-up emoji:
Which are one or two concrete situations where this problem hurts the most?
It’s not that bad, but in our opinion, getting these reactions is just stupid and we’d like to block users from sending them. Alternatively it would be better if they were actually readable in the ticket.
Why is it not solvable with the Zammad standard?
There is no option to either set the necessary message header to disable the reactions on e-mails sent from Zammad, or to have Zammad properly display the reaction inline in the ticket.
What is your expectation/what do you want to achieve?
We would either like to have the option to be able to disable reactions on our outgoing ticket e-mails, or have the reactions display properly in Zammad.
In the case of an admin UI button to disable reactions and set the message header, this might be either a global configuration, or perhaps per individual e-mail account?
A nice write-up of this problem and the solution is in this blogpost: “Attempting to stop Microsoft users sending ‘reactions’ to email from me by adding a postfix header”, apparently you can disable the option to respond with a reaction by setting this message header in outgoing e-mail:
x-ms-reactions: disallow