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Email replies are creating new tickets instead of adding as comments

When customers reply to a notification sent from the Service Desk portal (such as the replies are creating new tickets instead of adding as comments even though the issue key is in the subject line.

When customers reply to a notification sent from JIRA (such as the replies are correctly added as comments.

How can I configure replies to the portal to add as comments instead of creating new tickets? 

Can I change the reply-to address for portal notifications to use

We currently do not have a mail handler configured, is this the problem? 

Thanks for any help!



Service Desk 3.9

Portal setting: Anyone can email the service desk or raise a request in the portal

No mail handler configured


3 answers

1 accepted

5 votes
Answer accepted

Figured out the issue, some customers did not have permission to comment on the issue in the project so a new issue was created instead.  I resolved this by adding "Anyone" to the "Add Comments" permission for the projects and now all customers' replies are being added as comments.

Hi Alisha

Could you expand on how you did that?  I've tracked down the Add Comments permission in the Permission Scheme.  But Anyone does not seem to be an option.




Hi Adam,

I've found Anyone when I select the "Group" radiobutton and then choose from the list "Anyone".



Hi @Guido Leenders ,


Is the option Public?

I couldn't find anyone option under group



Afraid I can't help. The user interface of Jira keeps changing all the time and it seems location-dependent.

The 'Public' Option is the one that represents 'Anyone' as of today. Thank you for the guidance OP & @Alisha Garrett !
Customer Permissions Scheme - WGSD 2.JPG

Customer Permissions Scheme - WGSD.JPG


Thanks for raising the issue @Alisha Garrett , that was really helpful! 

However I am experiencing the same issue. A customer replied to an email notification sent from and instead of adding the reply as a comment it created another Service Desk ticket.

I don't think it has something to do with permissions since the customer who replied to the email is the one that created the ticket in the first place. 

Any ideas why is this happening?

Hi, I'm experiencing the same problem, but only when the issue is in state RESOLVED. This should exclude permission issues...

Any hints?


I remember a setting somewhere that says that once the comment is closed you can turn of commenting or prevent the ticket from reopening. It's possible that when they respond to the resolved status it isn't allowing commenting and it's simply creating a new ticket instead.

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