Every email to Support creates a new ticket even if someone replies to the same thread. This is of course making the Support tickets reach a huge number while many of them are the same thing, but people replying to the issue.
Is there a fix for that? For me, this is a maker or breaker. If I can't fix that, I will replace Service Desk.
@Manal Ramsis, to be clear please confirm that the following is the issue at hand:
In this case JSD can not distinguish between the two and has know way of understanding that #2 is a reply to the first. The only way to prevent this would be outside of Jira, e.g. some rule on the mail server. You need to instruct customers to:
less than ideal I realize.
yes, this is exactly what happens.
And the solution suggested would be too complicated for us...
Is there a way to have JDS auto-reply to everyone on the copy so that when customer B replies, he is already replying to the email with the issuekey? Something like this:
Hi Atlassian Community! This is Teresa from the Atlassian team. My colleague Paul Buffington @Buff and I are excited to share a brand new ITSM resource we’ve created – "The Complete Guide to A...
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