Service desk replies open a second ticket

[Ann Marie Guinan]

Hi,

We have users who reply to their support ticket and it creates a new ticket EG:

FTservice001 is raised, FT member replies and then when the customer replies their reply creates a FTservice002 with just their reply. 

What is this user doing to create the second ticket and how can we stop this?

Thanks :) 

[Ann Marie Guinan]

Hi Jack,

Thank you is there anyway to stop this? Is it just to advise the user to reply to the last email?

[Ann Marie Guinan]

Hi Jack,

Here is a screenshot of the latest issue that doubled, it looks like the customer did everything correctly. 

[Jack Brickey]

agree that seems to be the smoking gun

[Jack Brickey]

I suspect they are replying to the initial email sent by the reporter rather than an email sent by Jira. When Jira sends the initial ‘issue created’ email it includes the issue key in the subject along with metadata. This ensures that replies to that email are entered as comments rather than a separate issue. Please check my theory and let me know.

[Jack Brickey]

unfortunately not. yes you will need to train them. i recommend against CC-ing anyone in initial requests. the user can add them after the ticket is opened. 

[Jack Brickey]

I really can't tell anything from the images. Regardless the only scenarios I have experienced where duplicates were created is this:

1. Customer A sends and email to the JSD projects email address and copies Customer B, C... ==> Ticket A created
2. JSD responds w/ an automated response..."we got your request..."
3. Customer B, having received the email in #1 from Customer A, responds to that email ==> Ticket A' created

if Customer B responds to the email JSD sent in #2 above the line then Customer B's  email body is added as a comment in Ticket A. If you feel that a duplicate is getting created in this scenario then I would suggest contacting Atlassian Support.

BTW, it is best to keep the conversation within this thread for readability. You can use the Reply link instead of the Answer link.

[Ann Marie Guinan]

Hi Jack,

Thanks for that, there is only one person that I am speaking to in these support ticket so I don't think the issue is related to cc'ing additional members. 

Would it be related to their signature in anyway? Is there a setting to remove signatures coming through the service desk replies? 

Thanks for your help

[Jack Brickey]

Hmmm, so you are saying the reporter is replying to the email sent by JSD notifying of the ticket creation and a new ticket is created? Do you have any email addons?

[Ann Marie Guinan]

It looks like the customer is replying to the email sent by JSD notifying that there is a new comment and then the service desk creates a new ticket. The only difference is EG: 

The first ticket looks like this when it is raised

Scanning entry to wrong stand

The reply email that creates the second support ticket looks like this

RE: Future Ticketing Help : FTSERVICED-2258 Scanning entry to wrong stand

[Jack Brickey]

Something about the subject tends to tell me the replies are not occurring cleanly. Specifically the reply has “re: future ticketing help :” where does that originate. I would expect the reply to simply be “Ftserviced...”.

i wonder if there is another email reply going on or the customer is editing the subject which may be the cause? I would suggest doing some sleuth work and testing around these hypotheses.

[Ann Marie Guinan]

Hi Jack,

I was looking through settings and I can see in our settings under email requests. In the logs when a this customer sends an email this email address is usually before or after it suggesting to me they are cc'ing someone. 

DUFC.Administrator@dundeeunitedfc.co.uk