Ticket creation via email

I am using the mail handler service of JIRA for creating ticket via email which works fine however every time it reads the emails it creating a new ticket but not adding comment to the ticket. How is it possible to add the email as comment to the old ticket.

below are few details:

Mail Handler: create anew issue or add a comment to an existing issue.

1 answer

1 accepted

Hi Neeta,

You need the issue key in the subject line for JIRA to know it's a comment to an existing issue.

So for you it should have been something like this :

Subject : (OOOOIL1234-2) Test Ticket

Body : your comment.

Best regards,


Got it! Thank you :)

Suggest an answer

Log in or Join to answer
Community showcase
Sarah Schuster
Posted Jan 29, 2018 in Jira

What are common themes you've seen across successful & failed Jira Software implementations?

Hey everyone! My name is Sarah Schuster, and I'm a Customer Success Manager in Atlassian specializing in Jira Software Cloud. Over the next few weeks I will be posting discussion topics (8 total) to ...

2,826 views 12 18
Join discussion

Atlassian User Groups

Connect with like-minded Atlassian users at free events near you!

Find a group

Connect with like-minded Atlassian users at free events near you!

Find my local user group

Unfortunately there are no AUG chapters near you at the moment.

Start an AUG

You're one step closer to meeting fellow Atlassian users at your local meet up. Learn more about AUGs

Groups near you
Atlassian Team Tour

Join us on the Team Tour

We're bringing product updates and pro tips on teamwork to ten cities around the world.

Save your spot