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  1. Jira Service Management Cloud
  2. JSDCLOUD-9235

Reduce new tickets being created when responding to an email/using the email request type function.

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      Description

      Current Issues Scenario: When someone submits a ticket via the "email" request type, it creates a new ticket. Now, if others are CC'd on the note and they begin to add additional information responding to the request, it creates a new ticket every single time. 

       

      Suggestion: Are there quickparts or some text that can be added to the subject line, so that when anyone replies or sends and email with, for example (ticket #1234) in the subject line, the reply and new information is added to the ticket, rather then generating a new ticket that needs to be merged?

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              Unassigned Unassigned
              Reporter:
              0f4273ee63ee brian.kennedy
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