How to track issues in service desk?

Question

The issue is the following.
We have all the incoming support emails turn into service desk issues.
Sometimes it happens that a customer does not just reply to the intial email/reply from our representative, but sends a new email related to the same issue.
How could we merge them and assign to the one initial ticket/issue and handle all of the matters within only such issue?

Jack Brickey · Answer

you can communicate to the customer to be sure to include the issuekey in the subject as this will make a comment in existing issue.

max_auejdk · Answer

Not good. Thanks!

Jack Brickey · Answer

You will need to handle this manually.