How do I get email replies to update a JSM Request

[Jay]

We have Jira Service Management (JSM) which we have set up mostly for internal communication and requests from other teams. However, we do have one third party source that reaches us via email only. Currently, this creates a ticket but if they reply to the same email, it creates a new ticket instead of adding a comment.

Is there a way to fix this? They do not use the interface, they only send from their Zendesk to our email address.

[Trudy Claspill · Accepted solution]

Hello @Breathing Karma 

Welcome to the Atlassian community.

Generally, if Jira sees an issue key in the Summary field of an email message then it will add the email content as a Comment on that issue.

If there is no issue key in the email summary and the reply is not replying to an email notification sent by Jira, then Jira does not have a good way to determine what issue it should be updating and will instead create a new issue.

Additionally it may matter who is actually sending that reply. If the sender of the reply does not have permission to see the original issue, that is another case where Jira might make a new issue instead.