Client responds to email notification and it creates a new ticket

[Katherine Stevens]

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!

[Jack Brickey]

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?