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Client responds to email notification and it creates a new ticket

Katherine Stevens
Katherine Stevens
Contributor
August 20, 2020

I have a client who said he responded to a Jira email notification about his ticket.  He did the reply in the email notification and it's creating a new ticket in our Service Desk.  Any idea why this might happen?  Is there a setting I need to change?

Thanks!

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Jack Brickey
Jack Brickey
Community Champion
August 20, 2020

inspect his email reply. have him send to you as an attachment in an email. Did the reply include the Issuekey, e.g. ABC-123?

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