Ticket reference not working from different senders / internal tool

Hi,

we try to do the following:

Whenever a customer gets a new licence, our sales department sends a email to support with the licence details. This opens a new ticket. After everything is set up we send out an email with an internal tool, that uses an html template. Usually we reference the ticket in question so we document that it was in fact sent out. This then automatically references the ticket and is connected to the specific number.

The tool looks something like this:

Now with the correct ticket number, in this case 4816, the tool adds this to the header of the email which looks like this:

[##4816##] Email Subject

and sends it out to the customer as well as our support address.

This is working when I send it from outlook (with my private address) but not when I try to send it from our internal tool. Is there something I am missing? Maybe outlook is giving some arguments that we didn't think of. I know that it works with outlook because we got it tested several time.

Any suggestions?

Thank you

Andreas

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