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Duplicate email (account in multiple organizations) configuration

This document shows the necessary steps to allow users from different Organizations to have the same email address in Zammad. This is important as it allows Zammad to sync with the omni platform where we have different accounts across different companies (e.g. QC, Amazon, ISOMAT).

Example:

This is a single user with accounts in different organizations, and their email is user@people-t.com

IMPORTANT: The following steps are applicable only on the zammad docker compose version.

IT IS IMPOSSIBLE TO MAKE CHANGES IN THE EMAIL CONFIGURATION FROM THE UI OF ZAMMAD FOR SECURITY REASONS. THE FOLLOWING STEPS ARE THE ONLY WAY.

Step 1: Verify that Zammad is running​

The first step is use ssh to connect into the host VM of the Zammad service. Then user verify that all zammad services are running

  • docker ps -a
CONTAINER ID   IMAGE                              COMMAND                  CREATED       STATUS                   PORTS                                         NAMES
e38d177a6353   ghcr.io/zammad/zammad:7.0.0-0058   "/opt/zammad/bin/doc…"   4 hours ago   Up 4 hours               0.0.0.0:8080->8080/tcp, [::]:8080->8080/tcp   zammad-docker-compose-zammad-nginx-1
dcc06a94fd22   ghcr.io/zammad/zammad:7.0.0-0058   "/opt/zammad/bin/doc…"   4 hours ago   Up 4 hours                                                             zammad-docker-compose-zammad-scheduler-1
44ff5fb51bb3   ghcr.io/zammad/zammad:7.0.0-0058   "/opt/zammad/bin/doc…"   4 hours ago   Up 4 hours                                                             zammad-docker-compose-zammad-backup-1
15eca5a4b5bc   ghcr.io/zammad/zammad:7.0.0-0058   "/opt/zammad/bin/doc…"   4 hours ago   Up 4 hours                                                             zammad-docker-compose-zammad-websocket-1
56f8fe40d594   ghcr.io/zammad/zammad:7.0.0-0058   "/opt/zammad/bin/doc…"   4 hours ago   Up 5 minutes                                                           zammad-docker-compose-zammad-railsserver-1
6b140dc1a401   ghcr.io/zammad/zammad:7.0.0-0058   "/opt/zammad/bin/doc…"   4 hours ago   Exited (0) 4 hours ago                                                 zammad-docker-compose-zammad-init-1
18bc058f836a   postgres:17.9-alpine               "docker-entrypoint.s…"   4 hours ago   Up 4 hours               5432/tcp                                      zammad-docker-compose-zammad-postgresql-1
fefd6b1a2bc4   redis:8.6.2-alpine                 "docker-entrypoint.s…"   4 hours ago   Up 4 hours               6379/tcp                                      zammad-docker-compose-zammad-redis-1
f23f2e877667   memcached:1.6.41-alpine            "docker-entrypoint.s…"   4 hours ago   Up 4 hours               11211/tcp                                     zammad-docker-compose-zammad-memcached-1
cec47eff3891   elasticsearch:9.3.2                "/bin/tini -- /usr/l…"   4 hours ago   Up 4 hours               9200/tcp, 9300/tcp                            zammad-docker-compose-zammad-elasticsearch-1

Step 2: Execute /bin/bash into the railsserver​

  • docker exec -it zammad-docker-compose-zammad-railsserver-1 /bin/bash
zammad@56f8fe40d594:~$

Step 3: Execute rails c in the container​

  • bundle exec rails c
I, [2026-04-07T13:51:19.997359#981-2656]  INFO -- : Using memcached as Rails cache store.
I, [2026-04-07T13:51:19.997522#981-2656]  INFO -- : Using the Redis back end for Zammad's web socket session store.
I, [2026-04-07T13:51:21.336239#981-2656]  INFO -- : ActionCable is configured to accept requests from (?-mix:https?:\/\/localhost:\d+), https://people-helpdesk.westeurope.cloudapp.azure.com.
Loading production environment (Rails 8.0.5)
[1] pry(main)>

Step 4: Set/Unset global Setting​

Make the change and then verify that the new configuration is applied.

  • Setting.get('user_email_multiple_use')
false

  • Setting.set('user_email_multiple_use', true)

  • Setting.get('user_email_multiple_use')

true

Step 5: Restart the railsserver​

  • docker restart zammad-docker-compose-zammad-railsserver-1