We are seeing this issue where after the ticket is created, replies and responses in the thread create new tickets in the system.
This is what the thread looks like. All responding in the email chain:
It doesn't seem to happen every time. I've done a few tests to recreate, but was unable to. We see this quite frequently when my team or clients are responding to tickets.
Curious if anyone has had this issue before or know how to prevent this from happening.
Hello @Supakij Ngamwongpaiboon,
Thank you for reaching out to Atlassian Community!
When a customer replies to a notification and instead of adding a comment, a new ticket is created, it means that the person who replied to the notification doesn’t have permission on the ticket.
Only the reporter, request participants, and members of an organization the ticket was shared with can comment on a ticket.
Some common issues where new tickets are created:
With all this said, it’s important that the customer who created the ticket adds other customers as CC at the moment the ticket is created via email, so they will be added as a participant or after the ticket is created, in the customer portal there is an option called “+ Share” on the ticket where they can add the email address of the people they need to have access to the ticket.
Hope this helps!
If you have any other questions regarding this matter, please let us know.
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