jira creating duplicate tickets for same email from customer servicedesk

[harry]

Jira is generating separate tickets for each email, even when the subject line is the same.
Is there a way to configure Jira to group or merge emails with similar subject lines into a single ticket?

[Jacques Schoofs]

hey @harry ,

By default JSM will create a new ticket for each new email that comes in. It will NOT do so, if within the email subject or email headers it finds a reference to an existing issue key. It will then, by default, add its content as a comment to the existing ticket.

By default, Jira cannot not perform any actions before the ticket is created. There is no way to intervene between reading the email and creating the ticket. There are marketplace apps, like Email This Issue that can intervene before creating the ticket. If you don't want to acquire a marketplace app, then you may be able Jira automation to use a to find similar issues and link them to the original and the close the new one as duplicate.

Hope this helps.

[Brita Moorus]

Hi, @harry ! 👋

Great question - Jira Service Management (JSM) doesn’t automatically merge emails into the same ticket based only on the subject line. 

By default, JSM treats each new email as a new request, unless the incoming email is a reply to an existing ticket and includes the issue key (like JSM-123) in the subject line or email headers.

Some ides for a workaround:

1. Encourage replying instead of sending new emails

• If customers reply to Jira-generated emails (like the ticket confirmation), Jira will thread their response into the existing issue.

2. Use Automation rules to detect potential duplicates

• Example: If a new ticket is created with a subject similar to an existing one from the same reporter within the last X days, you can auto-comment or close it, and link it to the original.

Hope this helps! ✨