Issue creation when replying to the email

Quiddity Xperience Team

Hello Support,

In Quiddity system when a customer feedback is received, the email is forwarded to Quiddity JIRA Support, JIRA Supports, then creates a feedback. This flow is fine.

But when the user is replying to the email received from JIRA (on status change/or through comment), JIRA Support then creates a new request.

I replied to the existing JIRA request like:

But a new JIRA Support Ticket got created like:

 

This reply should be added to QS-196 as it was a reply to that.

Is there any setting missing?

Thanks,

Regards,

Meera.

unknown

Hi @Quiddity Xperience Team ,

 

This may be happening because of two reasons:

• Non-customer comments - When a user who is not a customer or participant of the request replies to the email it will create a new request. That is the known behaviour and this is fixed in the latest release. For more information here is the Atlassian link.
• If the user responds to the original email which doesn't contain any ticket key in it, then it will create a new ticket.

 

Thanks,

Sravya