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Can you stop Jira from stripping the message ID from email sent from Zen Desk

shunt I'm New Here Jan 11, 2022

We have a client who uses ZenDesk and when they email a side conversation Jira is tripping their message ID in our response and thus creating a new ticket in their system. Is there a way to stop this so that our reply will thread properly in their system?

1 answer

0 votes

Hello @shunt,

Welcome to the Atlassian Community!

I saw that your teammate Diego has created three tickets with our support related to the same issue and they shared the details of why it happens. On some of the tickets we never heard back from Diego, so we couldn’t investigate it further.

Here is the link to the three tickets. You won’t be able to view it, so you need to ask Diego to add you as a request participant by clicking on “Share”:

Here is one of the responses that explain how Jira updates tickets:

If you are talking about Jira Service Management mail handlers ingesting messages we only take into account the "in-reply-to" header besides "subject", "from" and "cc", but we don't do any alterations on the original message. You can find more details about that, in the following article:

On the other hand, if you are willing to modify/append this value to the outgoing messages(notifications) which are sent by our system, I am afraid to say that this is not possible. At this time Jira does not do any manipulation on the message's header. What you can do is try to explore some third-party apps in our Marketplace such as:

This issue is probably happening because when tickets are created via email and then comments are added, the notifications are sent separately and not on the same mail thread.

Kind regards,
Angélica

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