Email Replies Creating New Tickets

Peter Aldana

Is there a way to stop having email replies create new tickets?

 

Every time a user submits an email request and we reply in the email or they reply through email it generates a new ticket for every response

 

Is there a way to keep all replies in the ticket?

Trudy P Claspill

Jira recognizes that an email relates to an existing issue when the Subject of the email includes the Jira Issue Key. Have you tried adding the Issue Key for the created issue into the email subject of your first reply?

Alternately, reply by entering a comment in the newly created issue rather than directly via email.