Why is jira createing a new ticket everytime a users answers via mail

[Natalie Hahn]

Already existing jira ticket updated/commented -> user gets notified via mail -> user answers via mail -> a new ticket is created instead of adding the message to the ticket as a comment.

[Brant Schroeder]

When a customer replies to a ticket and it creates a new ticket instead of adding a comment on the existing one, it means that the customer who replied doesn’t have permission to comment on the ticket.

For example, if the reporter creates the ticket and forwards the notification to another person and this person replies to the notification since it was not previously added as a participant, it will create a new ticket.

Also, some customers may use a mail client with more than one account configured and instead of replying with the correct one, they reply using another email.

It’s important to check if whoever replies to the email has permission on the ticket and not only confirm the full name, but the email since it can happen as I mentioned above.