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Can you reply to Jira service desk emails and have the reply added as comments?

Tina Kochar
Tina Kochar
Contributor
December 24, 2019

Our customers are replying to Service Desk emails but the replies are not being added to the ticket.  The replies are creating NEW tickets.  How do we ensure that replies to a ticket are linked to that specific ticket?

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Nic Brough -Adaptavist-
Nic Brough -Adaptavist-
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December 24, 2019

Are they preserving the issue ID in the subject of the emails they reply to?

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