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Issue creation when replying to the email

Hello Support,

In Quiddity system when a customer feedback is received, the email is forwarded to Quiddity JIRA Support, JIRA Supports, then creates a feedback. This flow is fine.

But when the user is replying to the email received from JIRA (on status change/or through comment), JIRA Support then creates a new request.

I replied to the existing JIRA request like:


But a new JIRA Support Ticket got created like:

New Request.jpg


This reply should be added to QS-196 as it was a reply to that.

Is there any setting missing?




1 answer

1 accepted

Hi @Quiddity Xperience Team ,


This may be happening because of two reasons:

  • Non-customer comments - When a user who is not a customer or participant of the request replies to the email it will create a new request. That is the known behaviour and this is fixed in the latest release. For more information here is the Atlassian link.
  • If the user responds to the original email which doesn't contain any ticket key in it, then it will create a new ticket.




Hi Sravya,


I was looking for the answer for non-customer replies creating new JIRA IDs. Seems at my end except me whom so ever replies to same ticket key generates a New ticket.

As per above its a known behavior and resolved but not working at my end. I am using JIRA in web browser.

Please provide your suggestions if any.

Kind Regards

Chandi pratap Singh

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