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Service desk replies open a second ticket

Ann Marie Guinan

Hi,

We have users who reply to their support ticket and it creates a new ticket EG:

FTservice001 is raised, FT member replies and then when the customer replies their reply creates a FTservice002 with just their reply.

What is this user doing to create the second ticket and how can we stop this?

Thanks

Accepted answers

All comments

Jack Brickey

I suspect they are replying to the initial email sent by the reporter rather than an email sent by Jira. When Jira sends the initial ‘issue created’ email it includes the issue key in the subject along with metadata. This ensures that replies to that email are entered as comments rather than a separate issue. Please check my theory and let me know.

Ann Marie Guinan

Hi Jack,

Thank you is there anyway to stop this? Is it just to advise the user to reply to the last email?

Jack Brickey

unfortunately not. yes you will need to train them. i recommend against CC-ing anyone in initial requests. the user can add them after the ticket is opened.

Ann Marie Guinan

Hi Jack,

Here is a screenshot of the latest issue that doubled, it looks like the customer did everything correctly.

Jack Brickey

I really can't tell anything from the images. Regardless the only scenarios I have experienced where duplicates were created is this:

Customer A sends and email to the JSD projects email address and copies Customer B, C... ==> Ticket A created
JSD responds w/ an automated response..."we got your request..."
Customer B, having received the email in #1 from Customer A, responds to that email ==> Ticket A' created

if Customer B responds to the email JSD sent in #2 above the line then Customer B's email body is added as a comment in Ticket A. If you feel that a duplicate is getting created in this scenario then I would suggest contacting Atlassian Support.

BTW, it is best to keep the conversation within this thread for readability. You can use the Reply link instead of the Answer link.

Ann Marie Guinan

Hi Jack,

Thanks for that, there is only one person that I am speaking to in these support ticket so I don't think the issue is related to cc'ing additional members.

Would it be related to their signature in anyway? Is there a setting to remove signatures coming through the service desk replies?

Thanks for your help

Jack Brickey

agree that seems to be the smoking gun

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