Reply Jira

[Arif Kurniawan]

HI,

I have issue from reply jira tiket, if i reply jira from email why instead became a new ticket?

is there a solution to my problem ? so that does't make a new ticket if i reply jira from email 

Thanks

[Dirk Ronsmans]

Hi @Arif Kurniawan

How is your mail handler set up?

Normally you have the option to also add a comment to an existing ticket when that ticket is found in the subject. If the customer however changes that subject and removes the issue key the reply will create a new ticket.

You can of course turn off new ticket creation by mail as a whole as well.