I was exploring my "service desk" project and saw a few tickets in but looking through 5 issues, realized these are just thread of a conversation.
In other tools, these would have not been given separate tickets but rather just 1 ticket. (of course a threshold is placed as to up to how long it will thread)
Seems here in JIRA service desk, each email response to a thread becomes a new ticket.
So far I understood the reply to an email is creating a new ticket in your Service Desk project instead of commenting the existing one where the reply basically belongs to.
Mail Handler honours threads, a discussion in JAC suggests there have been bugs on this in the past but they are resolved.
In case it doesn't work for your Jira Service Desk you could reach out to support to clarify.
Another thing that came to my mind is if the sender if specifically sending the ticket number in subject. This normally ensures that no additional tickets are created (more reliably compared to the mail thread information from headers).
Please check and in case something was not understood correctly maybe a different member of Community is able to catch up.
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