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Creating Duplicate tickets through email Request for Service desk

Hello ,

When people email Jira is creates duplicate tickets is there any way users can reply to an email and is goes directly into an already created ticket?

 

Thanks & Regards,

Mahesh.

1 answer

0 votes
Jack Community Leader Aug 17, 2020

One common reason for this is that a user replies not to the Jira ticket but to the original email that created the initial ticket. Example scenario:

  1. Fred sends email to helpdesk@mycompany.com (your email channel) copying Sally.
  2. JSD and Sally receive email-A
  3. JSD creates a ticket in the associated project and (optionally) notifies Fred and Sally of the new ticket (email-B). This emails is sent from your Jira outbound email address and the email subject contains the issuekey (ABC-123).
  4. Sally replies to email-A with a comment
  5. Since Sally replied to the original email (email-A) then JSD creates a new ticket. Would she have replied to email-B then the body of her email would go into ABC-123 as a comment.

LMK if that is not what you are experiencing. Check that the email response is to an email w/ the issuekey in the subject.

No matter how many times we might tell a sales rep that happened to be CC'd on a help email to not respond to the original email, is futile!   They do not seem to comprehend (or perhaps care) that this ends up causing more work for the service agent to then merge and close the duplicated ticket.

Please tell me that JSD can be smarter than this and has the ability to detect the original email content and/or "signature" and also add any intermediate replies as a comment to what would now be an existing ticket.

Or alternatively, does anyone have any other crafty way of subverting these CC'd users from responding to the original email?

Simply asking people to just ignore an email from their customer when it happens to also include the helpdesk is a very weak process!  Most humans tend to just react to what's in front of them.

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