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Email creating multiple tickets

Hi All,

We have moved to Jira Service Desk from another Ticket Management tool that relied on users emailing into a email address, which would log a ticket.  We have moved that mailbox into Jira so user's can do the same (we have built up a large customer base, so made sense to move the same mailbox over).   When a customer logs a ticket into Jira, we often ask them to go via the portal, however if our customer emails in, and there are other people on the email trail, every reply generates a new ticket.  Is there a way to get all replies logged into the one ticket rather than creating multiple?



2 answers

0 votes
Callum Carlile Community Leader Feb 05, 2021

Hi @Dan Allenby,

I'd check the settings in your incoming mail handler, perhaps you have the 'Create a new issue from each email message' selected, rather than this first highlighted option in the screenshot

mail handler.png

Hi, @Callum Carlile


Thanks for the response.

We currently have this set as 'Cloud Email Handler'.  What is the difference between this and the option you have highlighted above?



Callum Carlile Community Leader Feb 05, 2021

I think this is just using some default settings that come with Jira Cloud.

There's more info here as to what the other 'Mail Handler Type' options are and how they process incoming emails, I'd suggesting trying to use one of these other options so that new tickets aren't created with each email.

Hope this helps!

The Cloud Email handler has the expected behavior (adds a comment into the issue if the mail contains the same mail ID [this is hidden in the source of the mail], or the Subject contains the ticket number, e.g. SUP-3322). @Dan Allenby what is the subject of the email that was received? Do they contain the same ticket ID in the subject?



0 votes
Jack Community Leader Feb 05, 2021

The issue most likely is that the users that are copied are replying to the original email and not to the email response from Jira. For a reply to be a comment on the existing issue the subject needs to contain the issue key.

Thanks @Jack  - Been doing some further digging around this, and from my understanding unless the users reply to the message from Jira, there is no way these can be added into comments unless manually done and every new reply to the original email will create a new request?

Jack Community Leader Feb 08, 2021

Well that isn’t actually the case of late. Certainly it is a safe means of ensuring a comment. However, as a test, give this a try. Create an issue by whatever means you like. Then in your mail client create and email with the JSM project email as the “To” and in the subject put the issue key, e.g. “abc-123 this is a test - comment or new issue?”. Add some text to the body and send away. Results? My expels that a comment will be added. If not report back and we shall discuss further.

Hi Jack,

Apologies for the delayed response.

We had an issue the other day, where a ticket was emailed in from one of our customers, with several people on the email.  A ticket was created into our service desk.  There were several replies to the email, with each new email creating a new ticket.  This only stopped, when we replied directly to a user on the ticket, and the communications were back and forth in there.  We did add the other users into the 'Request Participants' box, however these didn't get any updates.  

Below is a screenshot of our mail handler set up

Screenshot 2021-02-17 at 10.23.09.png


Is there anyway to have all the request participants updated for each comment? and to stop the multiple emails for one request?

Jack Community Leader Feb 17, 2021

So the extra tickets were caused by the Cc individuals responding the the initial email rather than a notification back from Jira which would include the  ticked number in the subject. The Cc users would be added by the system to the Request participants IF you have sharing set up and the users exist as customers already or if you have it configured to add new users automatically. If that were the case then the “issue created” event notification would be sent to all users on the original email. Then if one of the users replied it would result in comment not a new ticket.

as long as you have a user as a RP then they should receive notifications on public comments if you have Customer Permissions set to notify.

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