I can't figure out why a thread with the same summary keeps opening a new support ticket

[Ryan Oquias]

I don't see anything different from the Summary on these 5 tickets.

[SUP-9258] RE: ORD42466 - Commited inventory by conligo - JIRA

[SUP-9259] RE: ORD42466 - Commited inventory by conligo - JIRA

[SUP-9282] RE: ORD42466 - Commited inventory by conligo - JIRA

[SUP-9284] RE: ORD42466 - Commited inventory by conligo - JIRA

[SUP-9288] RE: ORD42466 - Commited inventory by conligo - JIRA

Every time someone responds, JIRA creates a new ticket.

Am I missing something here?

What else needs to match to ensure all responses are on the same ticket?

Thank you.

[Hari Krishna · Accepted solution]

Hi @Ryan Oquias ,

This happens because Jira does not use the Summary to link email replies to an existing ticket.

Jira matches replies using email threading markers, mainly:

The Issue Key in the email subject (for example: [SUP-9258])

The hidden Message-ID / In-Reply-To headers added by Jira

The original notification email generated by Jira

If users reply from:

A forwarded email

A copied email

An external system (like another ticketing tool)

Or an email where the Jira-added headers are missing

Jira cannot recognize it as a reply and creates a new issue, even if the subject looks identical.

How to Fix : 

Make sure users reply directly to Jira notification emails

Ensure the issue key stays in the subject (e.g. [SUP-9258])

Avoid forwarding or manually composing emails for replies

Check your Mail Handler configuration:

Use “Add a comment to an existing issue” handler

Ensure it’s configured to detect issue keys in the subject

[Trudy Claspill]

Also confirm that the senders of the email have permission to update the issue (i.e.are Request Participants on the issue) that they are trying to update via email. If they are not Request Participants or otherwise have permission to view and edit the issue, then their emails will result in new issues being created.