Email responses not creating comments on the ticket, and jira issues duplicating when user responds

Question

Hi All,

I am having some issues with my service desk.

1. When users create an issue via email and they send their email to company@support.com, the issue creates, but when the support team responds, their responds does not show under the comments on the ticket.

2. When the user replies to the email from support, and they cc someone else new that was not initially on the original ticket logged, a new issue is created instead of updating the current ticket with the responses from user.

Is there anyone that has experienced something like this?

Teja_w7r693 · Answer

Hi @Jo ,

Shared mailbox should not be an issue. Please raise a support ticket with Atlassian team for the investigation of the issue and resolution for the same.

Thanks,

Tejaswini

Jo_e1nbm9 · Answer

hi @Teja ,

I tried those steps and i selected the

* Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project

and i selected the channel access as Open,

but i still get duplicate tickets when a user replies to that specific project. It's only happening for one JSM project, but the other projects are working fine.

Just to add on, not sure if this is important but the project is set up with a shared mailbox and not with a distribution list like the project that is working fine.

Teja_w7r693 · Answer

Hi @Jo

Welcome to Atlassian Community!

please follow the steps to resolved the issue.

Kindly accept the answer if it helped.

Thanks,

Tejaswini