When a customer responds to an issue, it is creating a new ticket each time

Question

We have setup Jira to create an issue when an email is received. The problem is when a user sends a reply/response, it creates another new issue.

Is there a way to strip out the "Re:" part of the title to add it to the existing issue upon receiving the email?

Khuram Khalil · Answer

did that work? im having the same issue but for internal users

Peter Bailey_32h8pf · Answer

So the former Jira administrator had set it up without enabling the

Allow all emails that contain a valid issue key to be added as a comment to the issue?

rule. I will let you know how it goes... Thanks for everyone's quick responses.

Susan Waldrip · Answer

Hi @Peter Bailey , Welcome to the Community! One thing you might verify is whether the customer is replying to the JSM (system) emails or are they using the ORIGINAL email to reply? We had that problem with customers who didn't get formal training and just contacted them to let them know. Good luck!