How to keep emails from opening new tickets after tickets are closed?
We have the Jira Service Desk for the cloud.
We are currently using email generated tickets.
The issue:
When we close a ticket a customer is able to respond to that ticket and it generates a new ticket. If they respond again to the closed ticket for any reason, it will generate an ADDITIONAL ticket. So essentially, if I have that email telling me my ticket was closed, I could respond to that same email 5 times and 5 tickets will be created.
We don't want that. We actually don't want *any* new tickets or any tickets to be re-opened from an email response once we've closed it.
What I'm more shocked about is that there are multiple tickets being created off the same closed ticket responses....with the same ticket headlines.
Any ideas?
Below you can see two tickets, identical subject lines...these were created from 2 responses to a closed ticket.
You'll also see our Incoming Mail Handler setup.
Customer permissions are set to create new issues and comment on issues.
