Email threading question

[Adrian Guanipa]

Hi there,

I have a question about email threading, it seems every time an agent sends a new ticket reply from Jira Service Desk that creates a new email at the client's Outlook, is there a setting we can look in Jira that controls that?

Thanks.

[Pawel Kuciel]

We face same problem. Every time when our employee add comments to Servicedesk issue then customers receive new email which is not threaded.