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Emails to Support create new Tickets

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.

1 answer

0 votes
Jack Community Leader Feb 08, 2018

This should not be the case. If the subject contains the issuekey then JSD will add the body as a comment. Can you confirm this is the case. If that is the case then let’s check the project settings for email processing next. 

Actually, you are right about that. The problem is that people who are in the copy from other departments reply to ask or give more info. So, new tickets get created.

Is there any way to keep the whole thread in one ticket in this case?

Jack Community Leader Feb 11, 2018

@Manal Ramsis, to be clear please confirm that the following is the issue at hand:

  1. customer A sends an email to the helpdesk and CCs customer B
  2. customer B responds to this original email; not the email response sent by JSD with the issuekey in the subject.

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:

  • not CC other customers in the original request adding them as participants after the issue is created
  • use the portal
  • not reply to initial email

less than ideal I realize. 

Hi @Jack

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: 

  1. customer A sends an email to the helpdesk and CCs customer B
  2. Auto-reply from JSD with issuekey
  3. customer B responds to JSD created email; so it is part of the thread.

Thanks,

Manal

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