Email responses add the entire thread to Jira

[kian_mckenna]

Hi, 

I am currently experiencing an issue where users respond to the agents on our helpdesk and the whole email thread is dumped into the Jira reply. This issue causes multiple problems when trying to look for things in Jira and is incredibly annoying. 

The problem seems to occur when users click reply all (I have simulated a ticket and tested this). This makes sense, but it never used to happen. Is there anything that can be done in Jira?

Another community post that may phrase my issue better: https://community.atlassian.com/t5/Jira-Software-questions/Email-replies-and-the-entire-thread-as-a-comment/qaq-p/2006031?utm_source=dm&utm_medium=unpaid-social&utm_campaign=P:online*O:community*I:social_share*

Imgur link to screenshot of issue: https://imgur.com/a/6VUN1YS

Kind regards, 

Kian

---------- EDIT ----------

After further testing it seems like the issue stems from replying from the old outlook version. When switching to the new version, responses to the ticket are standalone. When responding via the old outlook client, responses are followed by a thread and completely ruin the flow of things in Jira.

---------- EDIT: The Sequel ----------

There are multiple settings that can be configured in Jira to manipulate incoming mail. We ended up formatting all incoming mail as rich text (with our HTML signature image hosted externally) and trimming out the bulk of the signature. This left us with a nice, basic response in Jira without all of the previous responses. Note that images copied and pasted into the body of the email will not make it through to Jira, we work around this by going into the root emails shared inbox and looking at the image before it gets cut by Jira. 

In conclusion, either switch to the new outlook client, or mess around with settings.  

[kian_mckenna · Accepted solution]

Please see the edit on the original post for the solution we have implemented. 

[Eugenio Onofre]

Hi @kian_mckenna

Welcome to the Atlassian Community.

Thanks for the details, which seem to be the valid approach for now as the thread itself is not an Atlassian configuration, but something that directly relies on the email client itself.

Best Regards,
Eugenio