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]

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