Service desk response email address doesn't match

[Maurice Côté]

Hello,

We're using the Cloud edition and have started trialing the service desk.  

When a customer replies to an email triggered by the agent asking a question, his reply opens a new ticket rather then being added to the existing ticket.

The subject does contain the ticket number, and the response was typed above the line that states

—-—-—-— Reply above this line.

[Ting]

Hi Philip,

This is how JIRA handles the email requests:

• If the subject contains a request key, the message is added as a comment to that issue.
• If no request key is found, a new ticket will be created.

If you customomized the customer notifications, please make sure ${issue.key} is added to the subject line. See Configuring service desk notifications.

Regards,

Ting

Atlassian Support Team