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Jira Service Desk creates a new ticket every time

Pramod Konde
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July 20, 2023


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 ( sends a mail to our service desk mail ID (

Step 2) Jira Service Desk creates a ticket.

Step 3) Now, some user ( 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?


1 comment

Elena Lurye July 20, 2023

Hi Pramod,

You. might want to refer to the Atlassian documentation on this - and also similar issue in the Community -

Hope that will you resolve this.


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