Issue Identified When Forwarding Emails in FreeScout

[tim3tec-Sup]

Team,

We use the FreeScout email platform and identified an inconsistency when forwarding messages.

Issue identified:

When forwarding an email, all signatures contained in the conversation history are being replaced with the signature of the last user who forwarded the message.

Example:

Consultant 1 creates and sends a message to a recipient;
Later, this email is moved to Consultant 2's mailbox;
When Consultant 2 forwards the message, all signatures in the conversation history are replaced with Consultant 2's signature.

In other words, the original signature history is not being preserved during the forwarding process.

Is there any configuration we can make to correct this scenario?

[freescout-help]

Fixed in the master branch and will be published in the next release.

[tim3tec-Sup]

Settings Freescout

• Application version 1.8.222
• DB Mysql (8.0.45-0ubuntu0.24.04.1)
• web server nginx/1.24.0
• PHP version PHP 8.3.6

Team,

After updating to version 1.8.222, we identified that issue #5419 has not been resolved.

Note: The problem occurs when forwarding an email from a different mailbox. Below is the scenario used to reproduce the issue.

Step 1:
A new message is created using the mailbox TEAM 1 (TECHNICAL SUPPORT).
This mailbox contains the following signature:

TEAM 1 (TECHNICAL SUPPORT)
PHONE:
E-MAIL:

Step 2:
After the email is sent to the recipient, the conversation is moved to the mailbox TEAM 2 (SALES TEAM).
This mailbox contains the following signature:

TEAM 2 (SALES TEAM)
PHONE:
E-MAIL:

Step 3:

When TEAM 2 forwards the message to another recipient, all signatures contained in the conversation history are replaced with the TEAM 2 signature.

As a result, it appears as if TEAM 2 had created both the original message and the forwarded message, which is incorrect.

Please find attached screenshots illustrating the issue.

[freescout-help]

Do you have some workflows triggering?

[freescout-help]

Fixed in the master branch and will be published in the next release.

[tim3tec-Sup]

Answering the previous question: Do you have some workflows triggering?

I believe not.

We currently have two FreeScout installations: one production environment and one test environment.

Both environments are presenting the exact same behavior. The only difference is that the production environment has the official Saved Replies module installed.