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Email replies to tickets are captured as new tickets

Srdjan Sasa Ivosevic

Hello everyone!

I have the issue, that tickets that get responded by an external support provider are not captured as answers/comments. Every answer is being captured as an individual ticket.

The ticket ID is in the subject, therefore it should be able to assign it to the corresponding ticket, or am I missing something?

Regards

Accepted answers

Liam Green

Hi @Srdjan Sasa Ivosevic

Welcome to the Community!

It should work that way, but it is notoriously difficult to do every time.

Jira uses not just the ticket ID, but also the reporter. If the email reply comes from a different email address then it will show as a new ticket, unless that email address is a request participant, as the email will not have permission to add a comment.

E.G. ticket raised by email1@company.com - but a reply is received from email2@company.com - Jira will add a new issue as email2 is not the reporter.

Hope that helps,

Liam

All comments

Liam Green

Hi @Srdjan Sasa Ivosevic

Welcome to the Community!

It should work that way, but it is notoriously difficult to do every time.

E.G. ticket raised by email1@company.com - but a reply is received from email2@company.com - Jira will add a new issue as email2 is not the reporter.

Hope that helps,

Liam

Srdjan Sasa Ivosevic

Hey @Liam Green

thanks for the warm welcome!

I understand what you mean, is there any way to allow specific email adresses to answer any ticket?

And is there a way to create internal notes instead of replies to customers using email?

Best regards
Saša

Liam Green

Hi @Srdjan Sasa Ivosevic

If there are specific email addresses used on every ticket in the project, then you could use automation to automatically add them as a request participant.

You could also ask that people logging tickets copy in the other email addresses (although this can cause issues if people reply to an email without the ID in the heading).

Depending on your budget, and requirements you could also look at an add-on called 'Email this Issue' as it would probably do what you need, if configured correctly - but could be cost prohibitive and may be difficult to configure without causing all emails to add a comment to the same issue.

Thanks,

Liam

Srdjan Sasa Ivosevic

Hi @Liam Green

I now set up a automatation, which assigns a request participant depending on the support provider and it works flawless. Just had an issue, that the E-Mail inbox started to mark emails as spam. But that was fixed quickly. Thank you very much!

We will figure out, how to manage the internal notes/reply to customer thing.

Stay healthy and best regards
Saša

Benjamin Buchwald

Hi @Srdjan Sasa Ivosevic

can you explain how you solved it and what the automation looks like?

Best regards,

Benjamin

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