Service Desk Email Response Parsing


When processing an email response to a ticket, the entire body of the response gets included in the comment instead of just the response (see below).

This talks about making a customer response with the ability to filter out the body.  I don't appear to be able to edit the Service Desk Email Handler.  Note, I am using the cloud version of the service desk and JIRA.

Is it possible to filter out the email response body on service desk emails?



Hi Dan,

         Yes this is scheduled for this coming Thursday, March 12at at 12:30pm.

From: Daniel 

Sent: Monday, March 09, 2015 4:29 PM

To: Mika 

Subject: [JIRA] [] Intall PDF Expert onto device #53 ISPSD-55

Status of the request "Intall PDF Expert onto device #53" with key ISPSD-55 has been changed...

 - Account Support<>

Reference: ISPSD-55<>

Intall PDF Expert onto device #53<> Waiting for Support

Status changed to Waiting for Scheduling

Today 4:28 PM

You can view the full request<>

Previous activity

Status changed to Waiting for Support

Today 4:28 PM


Today 4:27 PM

I should have added this request apart of the original PDF Expert 5 
install request. This is notification that I am associating this call to
 the original request.


Today 3:12 PM


Yes I can be there on Thursday, March 12 @ 12:30 pm to install PDF Expert 5 onto Richard iPad #53.

Best Regards,





On Thursday, March 12th at 12:30pm, install PDF Expert 5 onto device #53.

People involved in this request


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3 answers

I agree it's annoying. I'd like to see a solution!

0 votes
Paulo Junior Atlassian Team Mar 12, 2015

Hi there,

Currently there's no way to make it work as you want when answering to an email.

The possible workaround would be writing a new email instead of answering to it.

Just make sure to use the issue key on the subject field


Kind Regards

The problem with that is it's usually the customer that responds by email. And they just hit reply, so everything that was already said gets included in the ticket, again. So it's left to the agents to keep deleting the repeated bit. This is tedious.

Agree. It would be amazing if we could manage what is included in the email response ourselves.

You have the "reply above line" so why couldn't you just grab what's above the line and filter the rest?

I agree, it's annoying. I'd like to see a solution!

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