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Replies to tickets assigned to email groups creates new tickets


There is a plethora of tickets solving the issue where: Person A creates a ticket, operator responds, person A cc's person B, and person B's response creates a new ticket. This is similar, although not identical, to my issue. I have solved that issue and now a CC adds a request participant, and the comment is posted correctly.


My use case is that tickets are assigned to an Office Email group. When an operator reaches out to that email group, any of the group members may reply, none of which are participants on the ticket. Because of this, it will create a new ticket. 


My permissions for comments are to allow anyone to comment on an issue, but still it creates new tickets:commentpermissions.png

The tickets will have the correct issue key in the title (OP-123 as an example) but will create a new ticket (OP-124 in this case). How can I resolve this? I suppose what I want is for anyone to be able to comment on any issue, not only request participants. Is this possible?

2 answers

0 votes
Mikael Sandberg Community Leader Mar 24, 2021

Check your Customer settings > Customer sharing. If it is set to "Customers can search for other customers within their organizations, or manually enter the email address of other customers within their project" or "Customers can search for other customers within their project or organizations" any cc'd user should be added as a request participant if they are not already added.

Any CC'd user is added fine though, that isn't the issue. It's when a ticket is assigned to an email group, and someone from within the group responds.

So a ticket is assigned to the email address That email goes to the ten people within that group. When they respond it is from their personal email address, not from So no one was CC'd in this case, and the comment creates a new ticket. 

Hey @Josh Mohan , I'm an app developer and right now working on semi-/fullly automated deduplication. I'm also covering that scenario where email threads get out of hand and must be streamlined back into one request/incident flow.

Would you like to connect to take a sneak peek and bounce off some ideas?

Sure! Sounds great I'd like to take a look

Like mararn1618 likes this

Alright, since we don't have DMs here I'll try to hunt you down on linkedin to share some details. :)


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