JSM Emailed request replies creates new ticket

[cjohannesen]

Hi Community,

First time trying this out, so bear with me! I have been using Atlassian products now since I can remember and the newest addition is JSM, and boy is it nice!

To give a little perspective I run a software business which relies on terminating SIP/PSTN traffic. For this we have multiple vendors which we communicate with by email – they inquire us for some information and vice-versa.

I have for a long time wanted to centralize the communication with vendors in Jira, and JSM seem to tick all the right boxes. I currently have a project running with a connect Google mailbox (oAuth) and all emails are created as tickets, so far so good.

In the project all vendors emails are created as customers and all notifications despite "Public comment added" and "Ticket created" are disabled.

When a vendor emails us, a ticket is created all is good, but when they reply to a comment we have made on the ticket their reply creates a new ticket (they use their own ticketing solution like Kayako and Zoho). This is to great frustration and I have tried several solutions like having the issue key various places in the template. It works brilliantly if I just test myself but when the recipient is also using some ticketing solution everything just kinda stops working..

So my question is, can I somehow use their ticket ID which is in the subject and description to "tag" an issue and then with Automation create any replies as comments instead of new tickets if the tag/ticket Id can be found?

I have tried with the Mail handlers but I keep running into an error that something along "Could not create user since it has no license", despite the sender email is created as a customer.

I'm also wondering how anyone with a similar setup is handling outgoing tickets? Like I need to inquire about something with a vendor. Do I just set the vendor as the customer and it will send the ticket like an email?

I hope my descriptions kinda make sense, and that someone have similar functioning setup.