Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Next challenges

Recent achievements

  • Global
  • Personal


  • Give kudos
  • Received
  • Given


  • Global

Trophy case

Kudos (beta program)

Kudos logo

You've been invited into the Kudos (beta program) private group. Chat with others in the program, or give feedback to Atlassian.

View group

It's not the same without you

Join the community to find out what other Atlassian users are discussing, debating and creating.

Atlassian Community Hero Image Collage

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

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.

3 answers

2 accepted

1 vote
Answer accepted
Jack Community Leader Dec 29, 2020

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? 

0 votes
Answer accepted

@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.

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

Suggest an answer

Log in or Sign up to answer
Site Admin
Community showcase
Published in Jira Service Management

Why upgrade to Jira Service Management Premium?

We often have questions from folks using Jira Service Management about the benefits to using Premium. Check out this video to learn how you can unlock even more value in our Premium plan.  &nb...

162 views 0 4
Read article

Community Events

Connect with like-minded Atlassian users at free events near you!

Find an event

Connect with like-minded Atlassian users at free events near you!

Unfortunately there are no Community Events near you at the moment.

Host an event

You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events

Events near you