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

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 Brickey 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 Brickey

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

Hello @Justin Curry , I am in the same case as you for a customer.

We are using an external plug in in order to handle email in Jira in order to have more advance parsing content possibilities.

We have external customers who send email to a support email adress which then create a ticket in Jira Service desk of type Service Request.

External customer does not get access to the Service Desk portal and only create ticket via email. Then when ticket is created their email adress became the reporter.

Then Agent enter some comments in the ticket and reporter should get notified.

How did you configure the notitication in order that the Subject contains the ticket ID and customer can reply to the notification in order the the answer gets added to ticket comment ?

thanks for clarification

Suggest an answer

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

Security Advisory for Jira Service Management

On October 20, 2021, Atlassian published a security advisory for Jira Service Management. The full advisory is available at this link.  We've seen a number of questions already asking for...

222 views 1 2
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