Automatic notification to the same email thread?

Question

Hi, I'm trying out Jira Service Management as a support ticket system for our team.

When an email is sent to the support email with a subject of "test Jira 1: tracking email conversation", an item/issue is created, and the Reporter receives a notification, but it created a new email thread, ex: "CSM-13 test Jira 1: tracking email conversation", and subsequent conversation need to happen in the new thread.

Is it possible to set the notification to reply to the original thread, instead and creating a new one?

Igor Stojkovic_bwm6k2 · Answer

Hi Mike,

We have a feature request to Customize mail subject line:

https://jira.atlassian.com/browse/JRACLOUD-3609

I strongly recommend you to vote in this feature request and drop a comment to let the product management know about your use case. By doing this, it will ensure you’re proactively informed of progress and updates going forward.
Please, note that all of the feature requests are implemented following our Feature Request Policy.

Mark Segall · Answer

Hi @Mike Tran and welcome to the community!

Unfortunately no.  Prepending the subject line with the issue key is a critical point of reference for Jira to know which issues emails should be routed to.