Ticket Customer seemingly sometimes set by the "to" field of the email instead of the "from" field of an email

And that is exactly my Zammad instances “usually” behavior, but it isn’t my “always” behavior.

Let’s say I send emails repeatedly to zammad@myorg, the mailbox used by Zammad to monitor it for mail, from joeblow@myorg, a randomly selected end user.

Each email will successfully create a ticket, but sometimes the “Customer” of the ticket will be the end user sending the email, and rarely the customer will be the zammad@myorg mailbox the end user sent a message to to create the ticket.

The ticket history shows the ticket creation emails being sent to the end user most of the time, but shows them being sent to zammad@myorg some of the time, which are the tickets the correlate with having the “wrong” customer. Nothing is being done differently on the end user side when they create these, but I’ve attached a screenshot from “H person” and “C person”, with the rest of their name cropped. Both of them are just sending an email to zammad@myorg, but some of the time, the “Customer” is “Zammad” instead of the end user that created the ticket, and I’m having absolutely no idea why.

end user sending the email in blue, help desk responders in green, the service account Zammad uses that people send mail to to create a ticket in red.

edit: I did just think of something “different” between “C person” and “H person”, “H person” is always only an end user, but “C person” will be both creating tickets as an end user, but will also be working on tickets (in a different group that they will not be creating tickets in as an end user) as an agent.

Let’s say “C person” is a marketing department person who responds to and works on tickets in the “Marketing” group, but will also be creating tickets as an end user to be worked on and responded to by agents from the “IT” group.

edit 2:
reviewing all of my “sometimes it’s the wrong customer” instances, every time that this happens it’s from someone who could be an agent in one group, but is not an agent in the group in which they are creating tickets, and even then, it only has the wrong “Customer” some of the time.