Hi,
I just realized that if a customer initiate a ticket via OTRS the auto-reply
goes correctly to "name <e-mail>" but subsequent replies only identifies the
user as "e-mail". So, if John Smith <[email protected]> sends a new inquiry,
the autoreply goes to John Smith <[email protected]> but the next replies go to
[ [email protected] ]( mailto:[email protected] )
The original e-mail only includes the "From:" header. I don't know if we need
to include additional ones like "Sender:" or there is another way to solve
this. We are using OTRS 5s.
Thanks,
Sebastian
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