My company have a help desk where customers that use our software can log a ticket with us. It used to work so that, if they log a ticket and we put a comment on it, of course they get an email, but they USED to be able to just hit 'reply' on the email and it would add their comment, not forcing them to go to the help desk ticket and type their comment in there. Now, if they hit reply on the ticket, instead of posting it as a comment to the existing ticket, it's opening a new ticket.
Is there a setting that changed that I need to fix in ADMIN?
You need to configure that in Incoming mail handler. There is setting that specifies if to create new issue for every email or add comment to existing issue.
Please follow this KB,
Hey Community mates! Claire here from the Software Product Marketing team. We all know software development changes rapidly, and it's often tough to keep up. But from our research, we've found the h...
Connect with like-minded Atlassian users at free events near you!Find a group
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no AUG chapters near you at the moment.Start an AUG
You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs