Clone service desk ticket prevent duplicate emails

[Justin Morgan]

JSD doesn't allow multiple email addresses for same project.   Our solution is to have 2 service desks then use this automation to clone then delete which is working great except 1 problem.

If we reply via email then get a reply back it creates another ticket instead of adding/updating the original one.  So we're having duplicate tickets on every response.  

This is the last piece we need to finish implementing JSD.  We need multiple emails for multiple types of tickets so can't just forward one email to another. 

[Kate Pawlak _Appsvio_]

Hi Justin,

Are you on server or cloud? Maybe Issue Merger for Jira will be useful for you. Now we're working on automatic merging because currently only manual merging is available.

Sophie