We are running the server version of Jira and Service Desk. Our instance of Jira is only accessible by developers. We purchased the 'Email this issue' plug-in so developers could email users 'on the Jira ticket' without having to provide Jira access and therefore keep all communication in one place. This works well.
However, a couple of times now we have had instances where users have replied an email after the ticket is closed. These comments are just being ignored by the system.
I appreciate that there is one school of thought that we should allow tickets to re-open in this instance, but I do not subscribe to that, if a ticket is closed and we need to do more work, I would prefer people to create a new ticket.
The question - is there a way of detecting if an incoming email is directed at a closed ticket, and then automatically responding back to the user that this ticket is completed, if they need further work please log a new issue?
Thank you in advance
