How does a user comment on an issue?

Richard Morgan_jbt2gf

When a user reponds to an issue, instead of a comment being added to the issue it creates a new issue. How can I get around this? I think it does it because when you reply to an issue's email the To address is set to the email that we use to submit tickets. How can a user interact within the body of the ticket?

Jack Brickey

The reply needs to be a reply to an email notification sent by the application. The subject needs to have the issue key.

for example ...

customer A sends email to the email channel defined for the project. JSD creates a ticket and responds to the customer. I fit customer replies to that notification then the body of that response will be a comment. Now if customer A initially copied say customer B on the initial email and customer B responds to the initial email then JSD will create two tickets.