Replies to email requests create duplicate tickets for each reply

Question

This is the scenario:

When our clients submits an email requests to our queue, we use "reply to customer" to ask for information.

Our client added more people to the conversation and they commented, creating multiples duplicate tickets per each reply.

We need to find the cause of the duplicates and what we can do to prevent them.

Ex:

mararn1618 _secretbakery.io_ · Answer

@Michael Gomes: Yes.

Jack's any my replies in this thread could be helpful: https://community.atlassian.com/t5/Jira-Service-Management/Email-creating-multiple-tickets/qaq-p/1603010

Let me know in case you've got it fixed (or need help).

Michael Gomes_6x590a · Answer

So you saying that the duplicates is being caused by the clients replying to the original email?

Jack Brickey · Answer

If the customer replies to the response notification from Jira it should not create dups. However, if they were to reply to the original email they sent then it could.