How does JIRA update issues from email?

[Jack Brickey]

For all those that are looking for an official answer to how Jira deals with emails to determine when a new issue is created vs. adding a comment I have created this question just for you.

Disclaimer - I am not actually asking this question to be answered here but rather gaming the system a bit so that I can add a reference to and Atlassian article that should provide the official answer. :-)

[Jack Brickey · Accepted solution]

And the wait is over.... Survey says...

how-jira-updates-issues-from-email 

It is worth noting here that I was provided a link to this article by Atlassian when I posed this question to the support channel. I asked this question as I was seeing what I thought was some new behavior that had me questioning my understanding. I was seeing a reply by a customer to the original email sent to create the ticket (not an email from Jira) resulting in comment and I would have thought it would result in a new ticket.

[LarryBrock]

Guess I have to read the article myself @Jack Brickey .  I would have expected the same thing. :-/

Cheers!