Service desk: Multiple tickets for the same issue opened

Question

Our team is using Jira Service Desk to keep track of customer support issues. We frequently receive multiple tickets of the same email. Every time someone responds to the email, a new issue is opened.

Is there a way to avoid creating new tickets or automatically combine issues with the same title when they come in?

Brant Schroeder · Answer

So they are emailing an alias.   As log as the alias exists so will this issue.   I would suggest setting up a custom email address on your service desk.  Once you get that done I would suggest directing individuals to use that address and retire the aliases.  Whenever we have used aliases in the past they have never worked well.  I would also encourage you to use the portal for issue submission.  I have found that a well built portal is the best way to collect the proper information upfront.

unknown · Answer

@Brant Schroeder Yes. The customer responds to the email with our support alias on cc. There are other members cc'ed on the original email as well. So every email response generates a new support ticket even though the subject of the email is the same.

Dirk Ronsmans · Answer

Hey @[deleted],

When you do this through email normally when you have the issue key in the Subject, Jira should add the reply as a comment to your existing issue.

Just having it on the same title/subject of the mail doesn't work. it relies on the issue key being found in the subject of the mail.

Also double check what mail handler you are using as you can specify there what happens with an email when it comes in.

https://support.atlassian.com/jira-service-management-cloud/docs/receive-requests-from-an-email-address/