Trigger not working for changing group based on email

Infos:

• Used Zammad version: 6.2.0-1704877727.2bda00c4.bookworm
• Used Zammad installation type: package
• Operating system: Debian 12
• Browser + version: latest chrome or FF

Expected behavior:

• to change the group of the ticket

Actual behavior:

• sometimes it does sometimes it wont

Steps to reproduce the behavior:

• if i do a very simple email through sendmail it works, but if i use any email client it wont

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i have put my email twice to match both cases (either simple email, or as usual from most email clients)

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the first ticket is send through sendmail the second from Kopano web app.
when i send it through sendmail the email conent looks like this:

Subject: Testing
From: hekuran.gashi@kikxxl-evrotarget.com
To: it-support@kikxxl-evrotarget.com
BCC: hekuran.gashi@kikxxl-evrotarget.com
Date: Thu, 25 Jul 2024 19:50:10 +0200

I'd just like to interject for a moment. What you're refering to as Linux, is in fact, GNU/Linux, or as I've recently taken to calling it, GNU plus Linux. Linux is not an operating system unto itself, but rather another free component of a fully functioning GNU system made useful by the GNU corelibs, shell utilities and vital system components comprising a full OS as defined by POSIX.

Many computer users run a modified version of the GNU system every day, without realizing it. Through a peculiar turn of events, the version of GNU which is widely used today is often called Linux, and many of its users are not aware that it is basically the GNU system, developed by the GNU Project.

There really is a Linux, and these people are using it, but it is just a part of the system they use. Linux is the kernel: the program in the system that allocates the machine's resources to the other programs that you run. The kernel is an essential part of an operating system, but useless by itself; it can only function in the context of a complete operating system. Linux is normally used in combination with the GNU operating system: the whole system is basically GNU with Linux added, or GNU/Linux. All the so-called Linux distributions are really distributions of GNU/Linux!

Then i have downloaded the two tickets and compared them. they mostly look the same. While the onw send from Kopano contains extra stuff, html stuff for better looks, they differ in these key areas:

[hegashi ~D]
$ grep -i from ticket-triggered.eml
Received: from ucs-kopano.kikxxl.ko (127.0.0.1:55910)
Received: from localhost (localhost [127.0.0.1])
Received: from ucs-kopano.kikxxl.ko ([127.0.0.1])
Received: from hegashi (hegashi.kikxxl.ko [172.29.97.64])
From: hekuran.gashi@kikxxl-evrotarget.com
[hegashi ~D]
$ grep -i from ticket-UNtriggered.eml
Received: from ucs-kopano.kikxxl.ko (127.0.0.1:58288)
Received: from localhost (localhost [127.0.0.1])
Received: from ucs-kopano.kikxxl.ko ([127.0.0.1])
Received: from ucs-kopano (localhost [127.0.0.1])
From: "Hekuran Gashi" <hekuran.gashi@kikxxl-evrotarget.com>
[hegashi ~D]
$ grep From ticket-triggered.eml | od -a
0000000   F   r   o   m   :  sp   h   e   k   u   r   a   n   .   g   a
0000020   s   h   i   @   k   i   k   x   x   l   -   e   v   r   o   t
0000040   a   r   g   e   t   .   c   o   m  cr  nl
0000053
[hegashi ~D]
$ grep From ticket-UNtriggered.eml | od -a
0000000   F   r   o   m   :  sp   "   H   e   k   u   r   a   n  sp   G
0000020   a   s   h   i   "  sp   <   h   e   k   u   r   a   n   .   g
0000040   a   s   h   i   @   k   i   k   x   x   l   -   e   v   r   o
0000060   t   a   r   g   e   t   .   c   o   m   >  cr  nl
0000075

As of right now i have tried everything, every combination, but when send from Kopano it just wont filter…