How to handle the ticket creation for the Reply mails or forwarded mail ?

[Peer Mohideen S]

When the user have reply an email which as FW,RE, Recall those email are getting created as Separate ticket & their emails are adding as their comments. 

Kindly help me on this to changing the settings 

[Jack Brickey · Accepted solution]

Hi @Peer Mohideen S , for an email to be treated as a reply to an existing issue the reply needs to be made to an email from your Jira instance. If a reply is made to the or email that create the issue it will most likely result in a duplicate. There isn't a configuration to alter this behavior.

[Jack Brickey]

The reply email needs to have the issue Key and subject of initial issue to result in comment rather than new ticket.