Incorrect Contact Info Displayed When Moving a Ticket After Reply

[rosequaartz]

PHP version: 8.3.16
FreeScout version: 1.8.170
Database: MySQL
Are you using CloudFlare: Yes
Are you using non-official modules: No

Summary

When replying to a ticket and immediately moving it to another shared inbox before the reply is sent, the outgoing email displays the moved-to inbox’s contact information instead of the original sender’s inbox details.

Steps to Reproduce

1. Receive a ticket in any shared inbox.
2. Send a reply to the customer.
3. Immediately move the ticket to another shared inbox before the reply is processed and sent.
4. Check the outgoing reply email and note the sender details and footer show the new inbox’s contact info instead of the responder’s original inbox info.

Current Behavior

The reply email shows the contact information of the inbox the ticket was moved to, even though the reply was written and sent from the original inbox.

Expected Behavior

The reply email should always display the contact details of the inbox from which the reply was sent, regardless of when the ticket is moved.

Root Cause Analysis

This appears to be a timing-related issue:

• There is a short delay between clicking Send and FreeScout actually processing and delivering the email.
• If the ticket is moved during this delay, FreeScout appends the new inbox’s contact information to the outgoing message instead of the original responder’s details.

[freescout-help]

The issue is not trivial and the solution is not very obvious, so we'll leave as "help wanted" for now.