One customer multiple email addresses

Nikola Gavric February 1, 2017

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

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Peter Geshev
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February 2, 2017

Hi Nikola,

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

Regards,

Peter

Jacoline Melis February 27, 2020

That is sad indeed, I experience the same problem.

I would like to have the oppertunity to link e-mailadresses of customers to 1 account.

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