email with ticket key in the subject creating new ticket

jerieljacinto October 28, 2020

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.

 

Thank you.

1 answer

0 votes
Angélica Luz
Atlassian Team
Atlassian Team members are employees working across the company in a wide variety of roles.
October 29, 2020

Hello @jerieljacinto,

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).

1.png

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".

2.png

Please, give it a try and let us know how it goes.

Regards,
Angélica

Suggest an answer

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

Atlassian Community Events