Jira cloud - stop creating new tickets for email responses from external users

[Srikanth Mamidala]

Hi team, 

I was able to successfully setup incoming mail, mail handlers and automation to be able to do 

• Create ticket when email is sent from external user
• Send acknowledgement that we are received it and also send status updates of the tickets- using jira automation  and smart values

Now the issue is that since there would be multiple people cc'd in the email and people replying all are creating more and more tickets with in. We would like to know how to handle this situation using jira cloud or automation. 

Also, is there a way that these are added as comments in the same ticket they opened? I understand for internal users it adds as comments with jira key in subject but for external users is there a way? 

[Trudy Claspill]

Hello @Srikanth Mamidala 

You said you set up incoming mail and mail handlers. Did you set up a mail handler to put issue in a Jira Software project or a Jira Service Management project?

By "external users" do you mean user who do not have license to access your Jira instance?

[Srikanth Mamidala]

It’s a jira software project and yes external users as in one who don’t have access to our Jira