Our email address that creates cases is a part of a larger email group, but when replies are made to the thread, it creates new issues rather than adding comments to the case itself. Any suggestions?
Let's check the obvious things first. Can you make sure that:
1) The email, which is supposed to be converted to a comment for an existing issue has that issue key in its subject?
2) The sender of said email is either the reporter of the issue or a request participant?
Atlassian Summit is an excellent opportunity for in-person support, training, and networking.Learn more
...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...
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!
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