Duplicate emails received by clients

Question

we do not always send emails from the ticket to the client. when sending an email outside of JSD ( example from outlook) ,adding the client to the TO field client, and adding our service desk email on cc field, and the issue number to the subject ( in an attempt for the email to be documented in the ticket), the client receives the email twice. how can we avoid that?

Zita Bagi · Accepted Answer

The client receives the email twice only because 1) you send an email to them (which updates the ticket too), 2) and then the client gets the email about the update.

Ideally, you should write an update into the Jira issue and an automatic email is sent to the client anyway because JSD is meant to replace emails, at least partially.