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Reply to client is creating a new ticket

We have recently switched to the Jira Mgmt Cloud and I'm having trouble configuring a few things...

Issue #1:  We've figured out how to allow replies from the client to show as a comment on the existing ticket instead of creating a new ticket.

However!!  Before, when I replied to the client (with an update on their issue), with the client's email address and support email address in the TO field and the Issue Key in the subject line, the text of the email showed in the ticket, as a comment.

Now, when I reply to the client, if the client's email address is in the TO field, a new ticket is created.  I've tested it and left out the client's email address but left the support email and a new ticket is NOT created, but the point is to show the information I sent to the client on the same ticket that was originally created.

Does that make sense?

Seems like we're missing a small configuration option.

Thanks in advance

2 answers

0 votes

Hello @Kim Fain,

Thank you for reaching out to Atlassian Community!

When using Jira Service Management Cloud, if you reply to a notification from the ticket, even if it’s an agent (system) notification, the comment will be added to the ticket. 

The place to set up the email handler for a Service Management project is on Project settings > Email requests (company-managed/classic) or Project settings > Channels > Email (team-managed/next-gen).

I tested on my local site and when replying to an agent notification or even with a brand new email with the issue key on the summary, the comment is added. 

A new ticket will be created only when the person who is sending/replying to the email doesn’t have permission to the ticket.

If you are using the project’s mail handler (not the system mail handler), you can view the logs to see what happened. Follow the steps I mentioned to access the Email requests menu and click on “View logs”.

Now, when I reply to the client, if the client's email address is in the TO field, a new ticket is created.

When a customer email is added on the TO, they will be added as a participant on the ticket. Are they already a reporter on the ticket? Are they a customer in the project?

If you are replying to a notification expecting that the customer who created the ticket receives the notification, then it’s not necessary to add them in the TO field, because the comment will be public and they will receive a notification.

Kind regards,

0 votes

Hi @Kim Fain , do I understand corretly that you reply to the customer using email?

This is not how JSM is intended to be used. Your service agents should reply from within JSM, by writing a "Customer Reply" at the bottom of the ticket.


2021-04-16 14_40_27-[DAISERV-14] Snow to fall faster - Jira.png

The customer will receive the reply as an email.


I understand what you are saying, but we have just switched from a former instance of JIRA and we were able to reply to the client, via Outlook/email and as long as the support email address was in the TO field and the issue key was in the SUBJECT field, the comment would post at the bottom of that ticket.

I do use this process, on occasion, for INTERNAL notes, but typically I reply via email.  It's just easier for me and I have several Quick Parts entries that I use regularly.

I'm diligently trying to compare the settings we had aligned in the OLD JIRA and match them to the NEW JIRA, but I cannot find a setting where this is configurable.

Hoping someone will reply with that information.

Got it. Not sure, but did you try to play around with Settings->System->Incoming Mail->Mail Handlers?


2021-04-16 15_03_38-2021-04-16 - OneNote.png

I am very grateful for your screenshot!  Although I have full admin rights to this project, I believe these options/permissions lay with a colleague (who is based in Australia).

I don't see them in my 'Project Setting' options.

I will share this with him and see if we can make adjustments so it will work.

Again, thank you for taking the time to respond.


👍 You're welcome. Let the community know if it works (for future reference). Cheers

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