How can I automatically update existing tickets when new tickets come in?

[Mohsen Hafiz]

Our customer doesn't want to use our support email or portal. They use their own ticketing system which then using a service account emails our support email which then creates a ticket automatically. 

Only problem is every time they make an update to any of their tickets, we get multiple new tickets created for the same issue and I have to go through each one and 1) figure out if there is already a ticket open for that 2) if there is copy the body of the new ticket with the new info to the existing ticket 3) delete the duplicate ticket.

This takes constant effort and is beyond time consuming and frustrating. Is there an app or way around this? They don't want to use normal support procedures.

[Andrew Laden]

You are going to have a hard time getting the native mail handler to correctly do this.  If you can edit the ticket at the customer side to add the jira issue key to the subject, that might help, but I expect that isnt possible.

You may want to look at an alternative mail handler, like JEMHC (Jira Enterprise Mail Handler Cloud) Which would give you some options to parse the email to determine the issue key.

https://marketplace.atlassian.com/apps/4832/enterprise-mail-handler-for-jira-jemh?hosting=cloud&tab=overview

(caveat, I use the On-prem version, not the cloud version, so i cant be sure the same functionality is there.)