Integrate Freshdesk project Support email as Jira Service Desk Customer

[Madhu Reddy]

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.