Hello Travis,
As far as I have experienced the behavior is the following:
- When a ticket is created sending an email, the email sender would be the customer.
- When a ticket is created on Zammad UI, even while using the Send Email option, the customer would be the one receiving the email.
This is what i’ve experienced, in case you are receiving a wrong customer on the first option i am not sure what could be happening. Maybe you could check on the “History” of the ticket for more information:
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