Issue Summary

Sometimes, customers choose to click reply-all instead of replying to the Customer Notifications to add a comment on the ticket. This allows them to keep the discussion within the same email chain, but causes the email subject to not include the Issue Key.

When the Issue Key is missing from the subject (Summary field), their replies can create a new ticket instead of adding a comment.

It would be nice if the mail handler recognises this as an email chain (through the reply-to header) and add their reply as comments always.

Workaround

Currently there is no known workaround for this behavior. The only way to ensure 100% that emails are added as comment is to add the issue key in the subject.