How can we link tickets from the same customer (based on email) in an anonymous customer portal?

[Chris Keating]

Some of our customers are submitting multiple support requests, and we have not found an easy to check if a given ticket has duplicates from the same customer. The hard part is that we are using an anonymous portal, so this would also have to be based on the "Email Confirmation To" instead of the actual login credentials. Has anyone found a way to link these tickets either through automations or a plugin?

[Alexander Bondarev]

I can recommend you ScriptRunner for Jira.

Case with anonymous portal - using different automations(post-functions/listeners) to identify users.

Case with finding simillar issues - you can create Scriptrunner`s custom field, where you can add your JQL (set hard logic of identifying similar issues).

In Scriptrunner`s documentation you can find a lot of useful examples.

[Alexander Bondarev]

Also we used for similar cases - Elements Connect (formerly nFeed)

But there is no Cloud versions.