New Mail Thread Created each time a ticket is raised

Question

Hi, Whenever a customer mails on our service desk mail id, a ticket is created on our Service Desk. This is as desired. Following this, the creator of the ticket is notified about ticket creation on a separate mail thread with subject - All the later updates by Jira are sent on this mail thread, including status change, comment, assignee, etc. Since now it is not clear to the creator and request participants that on which mail thread they must reply, this creates a lot of confusion and duplication. We need all the notifications to appear as a reply on original mail thread. Kindly suggest a way to achieve this. Regards, Nikita Jain

unknown · Answer

is there any solution regarding this? I just want to send messages/updates on the same thread.

Nikita_icddbs · Answer

Yes, that is what I meant, the customer is unable to view the ticket in the portal as well, even when he is added in an organization which in turn is linked to the issue.

Same is reported in this thread -

https://community.atlassian.com/t5/Jira-Service-Desk-questions/Reply-on-mail-giving-quot-You-do-not-have-permission-to-create/qaq-p/1266865

Jack Brickey · Answer

Yes that is how it works unfortunately.

regarding viewing issues, customers can only view issue via the portal and email. They do not have access to the application itself. Please verify that the Reporter and Request Participants can or cannot access the portal and view issues.