Hi, Good day!
We would like to ask why every time we send email with ticket key in the subject, it create a new ticket instead of merging or adding it to the comment.
Welcome to Atlassian Community!
When a customer replies to a notification and a new ticket is created instead of adding a comment, it means that the customer who replied doesn't have permission on the ticket.
For them to be able to comment, they must be a participant and if they are not being automatically added as participants when the email is sent, it means that the configuration on your site doesn't allow customers to create their own accounts.
In order to automatically add CC as participants, you need to change the following settings:
Go to Project settings > Customer permissions (Classic project) or Service Desk Settings > Channels > Customer permissions (Next-gen project).
On Who can access the portal, select "Anyone with an account" and also Who can customers share requests with?, select "Any customer or organization" > Save.
After that, go to Cog icon > Products > Under service desk, select Configuration.
On "Can customers create their own accounts?", select "Yes, by signing up or sending a request".
Please, give it a try and let us know how it goes.
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