When we get an offline message, an email notification is sent. The email is from "firstname.lastname@example.org", but when you hit reply, the reply-to email (and name from the web form) is filled in.
Unfortunately, the name is not put in quotation marks when there are special characters in the name. See below an example of a real email sent from Zendesk:
The name its self should be in quotation marks. This should make the following:
Please refer to the following articles:
As an example, I have sent 2 emails from my outlook; One where the name before the email does NOT contain special characters, and one which DOES contain special characters. Outlook behaves as expected as shown in the below screenshots (you can test this yourself if you wish):
Special characters (automatically adds quotation marks):
No special characters (Does not include quotation marks):
Please could someone look into this? It is causing errors when replying to emails generated from offline messages if the end user puts an email address (something including the @ or < or > symbols) in the "Name" field (which happens more often than you'd think!) This is the standard for emails (RFC5322, reference documentation at top of post).
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