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Arif Kurniawan
Arif Kurniawan
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October 15, 2020

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

 

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Dirk Ronsmans
Dirk Ronsmans
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October 15, 2020

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.

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