Create
cancel
Showing results for 
Search instead for 
Did you mean: 
Sign up Log in

Replies from another Ticketing system generate new tickets

Stephen Deare
I'm New Here
I'm New Here
Those new to the Atlassian Community have posted less than three times. Give them a warm welcome!
March 6, 2024

Hi

We have started using JSM as our ticketing system. A 3rd party we deal with uses another system (FRESHDESK) and log their tickets via an email into our system.

Replies and updated from our system all go to their original ticket. However when they email us and update their emails create new tickets, and do not update the original ticket.

How can I get the system to recognise them as needing to update the original ticket? The subject line of their replies contains both their ticket reference and ours.

Assistance appreciated.

0 answers

Suggest an answer

Log in or Sign up to answer
DEPLOYMENT TYPE
CLOUD
PRODUCT PLAN
PREMIUM
PERMISSIONS LEVEL
Site Admin
TAGS
AUG Leaders

Atlassian Community Events