What is required for an email reply to be recognised as a reply to a service desk ticket?

[Nick Lucey]

I have a set up whereby a customers ticket management system, sends an email into our service desk when they assign a ticket to us.

If someone comments to the ticket on their system - it creates a new ticket and duplicates the original ticket.

With other service desk tools - I could add a reference ID for our ticket, so that when an email comes in - our service desk knows it's part of the same ticket.

Is there something Jira service desk recognises in the email subject line to determine it is part of the same ticket?

[John Funk]

Hi Nick,

Yes, the Key for the issue needs to be in the subject line.