Hi,
we got a customer that uses their own helpdesk to send emails to our service desk.
Every time that we reply on their email, their system get it correct but when they reply back our system creates a new issue. Basically what happens is that the subject never changes in their system, so our ticket ID is never returned on their replies, but since they created the ticket from their system in the first place, theirs is included.
How can we solve this, can we somehow make Jira look at the whole subject or their ticket ID in the subject to create comments in the original issue instead of creating a new ticket on every reply?
