Using same email to create tickets and reply to customer

Даниил_e1cs7f

I want to use same email to create issues and reply to customer, but when customer replies to message sent from JSD with that email, it creates another ticket, though it's supposed to create comment in that issue. Can it be done by some JSD settings? 

Angélica Luz

Hello @Даниил,

Thank you for reaching out to Atlassian Community!

I saw that you created a ticket with our support related to the same question and they are already helping you, so to avoid any possible misunderstandings or miscommunication that may arise from discussing the same matter on two different platforms, let's focus on the ticket instead.

Once the ticket is closed, feel free to share the resolution here to help other community members that may have the same question.

Regards,
Angélica