Our customers go on our service desk portal to create a ticket, I respond to their question, they respond back however it gets converted from a bug to a support issue type. Has anyone experienced this?
Hello Farbod,
Thank you for reaching out to Atlassian Community!
When a customer replies to a notification and it creates a new ticket instead of adding the comment to the original one, it means that they don't have permission on that ticket.
What may be happening, in this case, is that the customer creates a ticket in the portal with one account and when replying to the notification, they are using another email address. This issue usually happens, for example, when someone configures different email addresses on outlook (or another email client), so they receive an email and they forget to select the correct account to reply.
Please, confirm if the reporter is using the exact same email address that they used on the Bug ticket.
Regards,Angélica
Hi @Angélica Luz it is the exact same email address. Is there anyway to group them together?
It's not possible to merge tickets, you can link them, but not merge.
Was there any change in the project permissions between the time the two tickets were created?
Can you check in the email logs if the email is the same (Cog icon > Products > Email requests > View log > Processing log)? I'm asking because someone could have changed the reporter after the ticket was created.
The email is still our support email address, nothing was changed
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