Can customer replies to the email notifications just add comments to the ticket?

[Justin Curry]

It appears that when a service desk customer replies to an email notification on an issue ticket, it creates a whole new ticket versus just creating a comment on the ticket like it does when an agent replies.  Am I missing some configuration setting?

Please help.

[Jack · Accepted solution]

Hi Justin, welcome to the Community. Well there is a bit of black magic (IMO) surrounding this. The key is that the reply needs to have the issuekey in the subject, at least generally, though I have witnessed an exception to this rule. Now, you mention that replies to Jira notifications are creating new issues. This really should not happen unless somehow the issuekey isn’t in the notification. Can you inspect the specific scenario and provide more details? 

[Joseph Chung Yin · Accepted solution]

@Justin Curry -

I agreed with @Jack

You should see if you still have the email that the JSD customer used in his/her reply to conduct further analysis.

In general, when a user replies on the notification email, it will not create new ticket in JSD.

Hopefully, you can provide more details for us to look at.

Best, Joseph Chung Yin

Jira/JSD Functional Lead, Global Infrastructure Applications Team

Viasat Inc.

[Justin Curry]

Thank you for your replies.  I dug into this and we are creating comments now.  I believe you are correct in that some of the tickets that we converted from JIRA over to Service Desk didn't have the ticket number in the subject line!  

Appreciate your support!

Justin Curry, Balfour