Member of a Mailing List create a new ticket when replying (by E-mail) to another

Question

Hello everyone,
I have a little problem with my JSD configuration. I activated the customer portal and configure an E-mail address where customer can create ticket. I allowed "the sharing with E-mail" option in "Customer Autorisations" and so people in Cc are added properly in the participant field.
The issue occurs when a customer use a Mailing List in Copy Carbon : people (of this group) replying with their own address, so JSD create a new ticket (with this user) instead of comment the existant one.

Have you any idea to fix this issue ? (Our mailservice is GSuite)

Thanks a lot !

Angélica Luz · Answer

Thank you for the details, Terry.

I understand that it would be a good solution to add a group and automatically everyone on that group would have permission to comment on the ticket, but the request participants don't work like that, it's necessary to add each customer that needs to add a comment or view the ticket.

The solution for that would be using Organizations, so it's possible to group customers and they will have the option to share the ticket once it's created or after that.

* Add an organization to a service desk project

Terry Grevillot · Answer

Hello Angélica,

Thanks for your answer.
  However, as you know, changing our customers habits is not an option and forbidding this practice is not very convenient for us. In fact, when a new project is launched, it is often impossible to determine immediately who will be responsible for it. This is why it is essential to tag each department in its entirety so that the person can be designated internally.

Also, this is not possible to give access to all of our customers to reply with the group address (due to some technical and practical issues).

These bring me to the following question : Have you a better solution for us ?

Angélica Luz · Answer

Hello Terry,

Welcome to Atlassian Community!

What is happening on your site is expected, because the reporter added a group as a participant and not the person. So, if they add, for example, group@domain.com as a participant, the reply will only add a comment to the existing ticket if the FROM is from group@domain.com.

I understand that people will receive the notification because they are part of the group, but when customer@domain.com replies to the notification it will create a new ticket instead of adding a comment because who has permission is group@domain.com and not customer@domain.com.

With that said, the reporter must add the person or people as a participant and not the group.

If you have any other questions regarding this matter, please let us know.

Regards,
Angélica