We have a service desk set up with a portal. We want users to create issues via the portal, so we have not publicized the email address, although it is set up to accept email requests.
Here's what we're seeing.
1) A customer opens a ticket via the portal.
2) They receive the email notification ("we got it and are looking at it", link to ticket, etc.)
3) They reply to the email.
Here's where things are going wonky, and I can't see a pattern. About 20% of the time, replying to that email creates a duplicate ticket instead of updating the existing ticket with a comment. The inconsistent behavior is occurring on the same request types, from the same users, so I don't think there's anything in the automation that would cause this (if it was, it would be happening all the time.) The issue occurs equally with "internal" and "external" customers (i.e. licensed Jira users vs. non-licensed customers.)
Can anyone give me some ideas about what could be causing this?
