Jira Service Desk creates a new ticket every time

[Pramod Konde]

Hi,

I have setup a JIRA Service desk platform where it creates a new ticket every time even if the subject of the Email is not changed.

The scenario is -

Step 1) a user (user1@gmail.com) sends a mail to our service desk mail ID (support@xyz.com)

Step 2) Jira Service Desk creates a ticket.

Step 3) Now, some user (user2@gmail.com) from that Email trail, replies to that mail, Jira creates a new ticket instead of adding the comment in the same one.

Can anyone help me in this issue?

[Elena Lurye]

Hi Pramod,

You. might want to refer to the Atlassian documentation on this - https://support.atlassian.com/jira-cloud-administration/docs/create-issues-and-comments-from-email/ and also similar issue in the Community - https://community.atlassian.com/t5/Jira-Service-Management/Replies-via-email-to-Jira-Service-Desk-Tickets-are-not-being/qaq-p/1371821

Hope that will you resolve this.