---
name: mmd-email-style
description: Use when drafting or sending any email on behalf of MMD or an MMD Group IT/Support matter — acknowledgements, clarification questions, progress updates, completion messages, or anything referencing an MMD Support (GLPI) ticket. Triggers on "draft an email", "reply to this ticket", "MMD #", "helpdesk", "email the requester", or "write to the user about their request".
---

# MMD email conventions

MMD email is clean plain text, not marketing HTML, and it carries a specific ticket-reference
and copy convention tied to MMD Support (the GLPI system at `support.baobab-ts.com`).

## Format

- Clean, well-spaced **plain text**. No HTML templates, no colored boxes, no signature images.
- Short paragraphs, real line breaks between them — not one dense block of prose.
- No filler ("I hope this finds you well", "just circling back") and no over-explaining. State
  what happened and what, if anything, the reader needs to do.

## The `[MMD #ticket]` line

When an email is about an MMD Support ticket, put the ticket reference on its own first line,
in the exact form `[MMD #<ticket number>]` — e.g. `[MMD #368]`. This is the same marker MMD
Support's own inbound mail bridge looks for when it turns email into a ticket (it polls the
support inbox and creates/updates a ticket from a message carrying this marker), so using the
real format on outbound mail keeps the thread matched to the right ticket instead of spawning
a duplicate one.

## Copy MMD Support on the loop

Acknowledgements, clarification questions, progress updates, and completion messages that
relate to an MMD Support matter should copy `helpdesk@Fabrimetal.net` — that address is the
outbound side of the same ticket system (GLPI relays through it), so copying it keeps the
ticket's own record in sync with what the requester was actually told. Skip this only when the
sender has an explicit reason not to for that specific thread.

After sending a batch of these, it is worth a second check that MMD Support did not spawn a
duplicate ticket from your own outbound copy landing back in the inbox — the mail bridge polls
every few minutes, so give it one cycle before assuming the thread is clean.

## Signing

Sign as whoever is actually writing. Do not adopt another identity's signature. If you are an
AI assistant sending mail on behalf of a specific person, make that relationship explicit in
the signature (name the assistant and who it is acting for) rather than signing as if you were
that person, and rather than leaving the email unsigned.

## What NOT to do

- Do not paste a ticket number into the subject line only and skip the `[MMD #...]` body line —
  the mail bridge keys off the body marker.
- Do not send an MMD Support–related email without helpdesk on copy unless there is a stated
  reason for that thread.
- Do not write long, hedged emails. State the fact, state the ask (if any), stop.