New Issue raised when other customer replied same mail

Question

Hi Team

I am facing a problem in Jira Service Desk

I am receiving tickets via email, in that email some one in CC. If CC person reply to that email my JSD is raising new ticket.

I want update in same ticket, can you please some one help to configure Jira settings for the same.

Thanks

Saran Bharadwaj

Jack Brickey · Answer

No solution OOTB. You might investigate addons like JETI or other email handlers.

SabRentKaro · Answer

Thanks for quick response Jack..

But I want the below solution for this.

If subject line is same with RE: can add that comment in JSD?

are is there any workflow created to update same ticket?

Thanks

Saran Bharadwaj

Jack Brickey · Answer

If the CC users replies to the first email sent in by a customer (the “from”) then a different issue is indeed created. If the CC user replies to the response from Jira that includes the issue key in the subject (and meta data) then the response will be a comment on the original issue.