Service Desk Submissions via email

[Dina Gerbasio]

Hi,

We have it set up so users can submit tickets to the service desk via an email we have.  For some reason, when they submit it and there are responses, it creates a new ticket for each email instead of just continuing the thread on the original ticket that was submitted.

[Jack Brickey]

@Dina Gerbasio, welcome to the Community. This is an often asked question and I encourage you to use the Search field for similar posts. With that said comments should be added to the existing email as long as the subject of the email contains the issue key number. 

[Jack Brickey]

BTW, if the response is to the original email that created the initial issue then for sure another issue is created.