ki.kang366548620: This is a known issue tracked as JSD-4058: Service Desk creates a new issue instead of comment to existing issue for original email replied to by request participant.

The fix for this issue is ready (fixed in version 1000.13.1) and it is being deployed to the instances (it can take up to 2 days before all the instances are upgraded).

as of 7/18/2016
I am currently using the cloud version "3.3.0-OD-01-003"

This bug is NOT fixed in the version that I am doing a trial on. I tried several ways to get this to work correctly, but when I Reply/ReplyAll, the result is that a new issue is created regardless of if it a duplicate or not. Simply send an email to the alias associated with Service Desk. Reply/ReplyAll to the sent email. You will notice that you will now have two separate issues. If you Reply/ReplyAll again, it will continue to increase.

When will this be pushed to your cloud instance?

Bug fix released on OnDemand: 2.4-OD-04

BTF users still need to wait for next release: 2.3.4

This is creating a lot of internal (between departments) and external (with customers) confusion, which can be avoided.
Since this was working fine before - is there anyway to downgrade to the previous revision?
Regards.

This creates lot of unnecessary noise and must be addressed .

Any update on when this bug will be fixed? We are unable to use the Service desk efficiently without the email interface.

This should be a critical issue. We planned on moving to SD but cannot as this will negatively affect our team and our customers.

A customer needs to be able to email a request and Cc other users they work with, those users should be able to reply all and add additional information to the original request. This should absolutely not create a new request.

Our customers will be primarily using the email functionality and our internal team will be actually logging into SD. They do not have the time to be reading multiple Desk ID's for the same issue.

Happens for the default Service Desk collector [name]@[domain].atlassian.net as well as IMAP inboxes that are also monitored.

I'd like to comment a test I did on our demo account about this problem, maybe the devs can have some lights about the cause.
What I did is, I configured a new email account which receive the emails sent from customers that send us tickets/cases to attend, I then created a folder for each customer in order to place there the tickets generated by each customer, up until now, these are all tickets and emails from external sources.
In Jira,I then configured the mail server account pointing to one of those IMAP folders, and configured a mailhandler to read and process those messages in that particular IMAP folder.
I placed one external email ticket in the folder and it got processed and converted into a ticket in Jira, an "internal" ticket.
I then placed another email related to the same ticket, and it got added as a comment to the first ticket. I then tried with 2 emails related to the same ticket and they were added as comments also.
I did a final test, placing 10 messages from 2 tickets, that is 5 messages for one ticket, all of the 5 with the same subject, and 5 for another ticket, again all with the same subject but, of course, different from the other 5, all in the same IMAP folder as before, and then Jira got screwed up, it created 10 new tickets 5 with the same topic for the first 5 messages, but different internal jira ticket ID and 5 with the same topic for the other set of 5 messages, again , only the internal ticket ID was different.
I think the problem is the subject parser or something to do with a race condition when more than one subject is being read.
Just my 2 cents...
regards