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New Mail Thread Created each time a ticket is raised


Whenever a customer mails on our service desk mail id, a ticket is created on our Service Desk. This is as desired.

Following this, the creator of the ticket is notified about ticket creation on a separate mail thread with subject - <TicketID> <Original Subject>

All the later updates by Jira are sent on this mail thread, including status change, comment, assignee, etc.

Since now it is not clear to the creator and request participants that on which mail thread they must reply, this creates a lot of confusion and duplication.

We need all the notifications to appear as a reply on original mail thread.

Kindly suggest a way to achieve this.


Nikita Jain

2 answers

0 votes
Veera Atlassian Team Jan 23, 2020



How do you configure the incoming mail handler for your Jira Service Desk project? Are you using the Jira System mail handler or the one at the JSD project settings > Email requests page?

For JSD project, you need to use the one at the project level. You may refer to below document.

0 votes
Jack Community Leader Jan 23, 2020

The email from Jira in response to the original email request is the email that must be used for all subsequent replies and updates. This is because Jira places a tracer (Issuekey) in the subject so that it knows to place a comment in the existing issue rather than create a new issue. JSD requires the issuekey in the subject for this purpose which will not (by default) be in the subject of the original email.

That's exactly the problem.

Customers can reply on either mails and that creates duplication of issue.

Moreover, bigger problem is that customers are unable to view the ticket. No matter what settings I add to enable viewing and commenting, they are unable to view the ticket. Making it even more difficult for them to properly view the ticket and add comments.

Kindly suggest the Permission settings to enable viewing a ticket to consumers added as Request Participants.

Like Veera likes this
Jack Community Leader Jan 23, 2020

Yes that is how it works unfortunately.

regarding viewing issues, customers can only view issue via the portal and email. They do not have access to the application itself. Please verify that the Reporter and Request Participants can or cannot access the portal and view issues.

Like Veera likes this

Yes, that is what I meant, the customer is unable to view the ticket in the portal as well, even when he is added in an organization which in turn is linked to the issue.

Same is reported in this thread -

Like Veera likes this

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