Email Response not added as comment to Ticket if begins with "Re:"

[Maddie Harrison]

I have done several tests with Subject lines.

My ticket Key is "SS-60", the title is "New Test for Email responses"

When acting as a customer and replying via email to updates on this ticket I have tested the following subject lines:

“SS-60” -> response was successfully added as comment to ticket

“RE: SS-60 New Test for Email responses” -> response failed to add as comment

"“SS-60 New Test for Email responses" -> response was successfully add as comment to ticket

"Re: SS-60” -> response failed to add as comment

[Marc -Devoteam-]

Hi @Maddie Harrison 

Welcome to the community.

The main an important rule is;

Don't change the email subject line

If you want to catch feedback to an existing ticket, customer should reply on the mail received and leave the subject line as is.

[Trudy Claspill]

Hello @Maddie Harrison 

Welcome to the Atlassian community.

When you say that it failed to add the response as a comment, did the response cause a new ticket to be created instead?

Your Deployment Type for your post indicates you are using JSM Cloud, but I see in your tags that you have specified "data center". Are you using the Cloud product or the Data Center product?