The plugin fetchmail works overall very well, but we encounter an issue while the user replies an email with his email alias, which is different than the original email address by submitting the ticket.
Plugin Fetch Email Settings:
- Reply by email: Yes
- Create ticket by email: No
- Track email UID: Yes
- Text version only: No
- Delete after post creations: Yes
Issue to reproduce:
- submit a ticket on the website with a gmail address: [email protected]
- a new ticket is generated in ATS
- admin / manager gets notified and replies the ticket -> works fine
- the ticket creator gets notified and now tries to reply it with his gmail account
- unfortunately google applies his alias address [email protected] instead of [email protected] as sender
- a ticket comment won't be generated. Instead of that, the user gets a notification "you are not allowed to create a ticket".
The reason is apparently that a different alias address is applied as the sender address.
Has anyone else already reported the problem? Do you have a solution or some good suggestion to avoid such troubles?
