Email reply to previously created ticket creating more tickets. How to stop it?

[Andy Duong]

In Service Desk Cloud, I've created a ticket and included external customers, they replied to the email and a new tickets was generated.  Zendesk has a feature where if a follow-up reply came in, it would not create an additional ticket but add on to the existing ticket.   We have had to link 7 tickets to the parent one because Jira created multiple tickets when certain people responded which is very difficult to track and figure out what is going on.  Can this be avoided in Service desk?

[Seiler Instrument]

We have had this issue as well. A person that is copied on the initial email sent to the service desk clicks reply-to-all to that initial email and thus creates another ticket. Is there a way around this other than telling everyone that they can't reply to an email that they are copied on?

[Gregory Van Den Ham]

How were those people replying?   Were they replying to the original email that had the service desk copied on it or replying back to an email that originated from the service desk instance?

I believe without the Issue key being in the email, Jira Service Desk doesn't know how to link the email to the Issue.

Make sure the users are replying back to the email that comes from the service desk or has come from the service desk previously and contains the Issue key.