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One email thread per JSD ticket

We're creating JSD tickets via email requests and have confirmed that responses to the original email thread are added as comments to the ticket. The behavior we're seeing is that if an agent comments on the ticket itself, a new comment notification is sent rather than sending a response within the original email thread.

Does anyone know if it's possible to configure the comments to be added to the ongoing thread?  We have confirmed that Zendesk is able to do this so we know its possible, we just haven't found a way to configure it in JSD yet.

3 answers

As far as I know this is not possible.

I am running into a similar problem. Is there any solution to this yet?

There is an open ticket for that: https://jira.atlassian.com/browse/JSDCLOUD-6088 

Relates to: https://community.atlassian.com/t5/Jira-Service-Management/Send-Notification-to-same-Email-Thread-do-not-create-another/qaq-p/1742368 

It's on status GATHERING INTEREST: This suggestion needs more unique domain votes and comments before being reviewed by our team.

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