Email threading question

Adrian Guanipa

Hi there,

I have a question about email threading, it seems every time an agent sends a new ticket reply from Jira Service Desk that creates a new email at the client's Outlook, is there a setting we can look in Jira that controls that?

 

Thanks.

Pawel Kuciel

We face same problem. Every time when our employee add comments to Servicedesk issue then customers receive new email which is not threaded.