One customer multiple email addresses

Hi,

We're having a problem where our customers create a ticket by mailing us. We then answer them, but when they respond to us they sometimes respond from a different email. The problem with this is that we get a new ticket created and a new customer added, for the same issue, as the system sees it as two different customers.

Is there a way to configure JIRA Service Desk so that it tracks issue by for example issue number in the title instead of email address?

Thanks!

1 answer

Hi Nikola,

Currently, there is an open issue for this feature, but sadly, it is not implemented yet.

Regards,

Peter

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