Let us assume we have 2 Agents ( Agent 1 , Agent 2 ) and customers ( Customer 1, Customer 2 ).Customer 1 is fresh desk project configured email.
Agent 1 send an email to Jira Project configured email in To Address and Agent 2, Customer 1 & Customer 2 in CC.
Ticket got created and Agent 2, Customer 1 & 2 are added as Request Participants.
Agent 2 replied on the same email ( Not Jira notification email ) and it is added as comment. [ My Question 1 : Will it be always added as a Comment ].
Customer 2 replied on the same email ( Not Jira notification email ) and it is added as comment.
When Customer 1 ( Freshdesk project configured email ) replied on the same email ( Not Jira notification email ) and it created a new ticket.
[ My Question 2 : Is it because it is Freshdesk configured Support email ]..
Is there any way to treat Customer 1 (Freshdesk configured Support email) same as Customer 2...
I want customer 1 replies to be added as Comments instead of creating new tickets.
Could you please help me on this regard. Thanks in Advance.
Hello there Cloud Community members! Today, we’re thrilled to announce Jira Service Management, the next generation of Jira Service Desk. Jira Service Management touts advancements in IT service ...
Connect with like-minded Atlassian users at free events near you!Find an event
Connect with like-minded Atlassian users at free events near you!
Unfortunately there are no Community Events near you at the moment.Host an event
You're one step closer to meeting fellow Atlassian users at your local event. Learn more about Community Events