Duplicate Issues being created from the same email chain


We currently use a hosted version of JIRA Service Desk.

When an email is sent to our support mailbox it auotmatically creates an issue in Jira Service Desk.

JIRA Service Desk handles correspondence between the customer/email receipient and our support email perfectly. It tracks the history of the conversation within the ticket.

Sometimes however we need to forward emails onto third party companys to help resolve the issue. When we change the receipient of the email JIRA Service Desk incorrectly creates a new ticket. Other ticketing systems usually allow you to include other receipients and keep track of the details whithin one ticket.

I have tried including the JIRA ticket number in the email subject so JIRA knows that is part of the same issue, however it still creates a new ticket.

Any idea on what we are doing wrong or how we can avoide these duplicates being created? 



1 answer

0 votes

Hi Rik,

I see you have a ticket in with Support.  When you get a chance please reply to the SE's response from this morning and once the issue is resolved please put the answer you got from Support here so others may benefit as well.



Suggest an answer

Log in or Sign up to answer
Community showcase
Published Aug 13, 2018 in Jira Service Desk

Jira Service Desk – Don’t be afraid, the journey begins with curiosity!

...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...

17,377 views 13 31
Read article

Atlassian User Groups

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!

Find my local user group

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

Groups near you