User replies to a ticket and it makes a new one

[Raymond Correa]

Question we have a user whenever they reply to a ticket inside jira the reply ends up creating a new ticket for some reason.  We're still encountering the issue where your replies to a ticket are creating new tickets, rather than being added to the existing ticket.

We checked all the settings and nothing seems to be out of the ordinary, any suggestions on what could be the cause? 

[Manoj Gangwar]

Hi @Raymond Correa 

Jira recognizes that an email relates to an existing issue when the Subject of the email includes the Jira Issue Key. Have you tried adding the Issue Key for the created issue into the email subject of your first reply

Alternately, reply by entering a comment in the newly created issue rather than directly via email.