Messages handling in a loop

[ABDOULAYE BASFAR]

Hello dear

When receiving a request by email, a ticket is automatically created for support. But lately, we are facing a problem that manifests itself by creating a ticket each time someone comments by email in the loop of the first request.

I would like to know if it is possible to avoid this and that each comment in the loop is considered as a comment on the ticket and not a new request.

Thank you for your support

[Adolfo Casari]

@ABDOULAYE BASFAR  can you check that the subject of the reply includes an existing issue key?

[ABDOULAYE BASFAR]

Hello @Adolfo Casari 

thank you for your answer.

New requests created by customer responses have the same issue summary as the parent issue but the keys are different. So we have a new request