Customer with multiple email addresses, replying to notifications

Question

Jira service desk is sending an issue created email to a customer at a specific email address e.g. Customer@email.com

The customer replies to this email to feedback on the issue but they reply with an alternative email address.  e.g. AltCustomer@email.com

Is there a way to get Jira to accept this and update the issue?

*The reason for the different addresses is because it is a response from the customers service desk system and therefore cannot be changed.

Hoping there is a workaround for this!

Thanks

wa1_kh00 · Answer

I have the exact same situation! Is there a workaround for this? Right now, when our user replies to the notification using an alternate email address, Jira creates a "new"/duplicated issue for it!

Ganishka Bakshi · Answer

If you know what the email address will be each time you can share the request with that email and then replies will update the ticket