Inconsistent service desk behavior with email responses (CLOUD)

[Esther Strom]

We have a service desk set up with a portal. We want users to create issues via the portal, so we have not publicized the email address, although it is set up to accept email requests.

Here's what we're seeing.

1) A customer opens a ticket via the portal.

2) They receive the email notification ("we got it and are looking at it", link to ticket, etc.)

3) They reply to the email.

Here's where things are going wonky, and I can't see a pattern. About 20% of the time, replying to that email creates a duplicate ticket instead of updating the existing ticket with a comment. The inconsistent behavior is occurring on the same request types, from the same users, so I don't think there's anything in the automation that would cause this (if it was, it would be happening all the time.) The issue occurs equally with "internal" and "external" customers (i.e. licensed Jira users vs. non-licensed customers.)

Can anyone give me some ideas about what could be causing this?

[Jack Brickey]

As stated this should never occur. If I’m fact the email is definitely a reply to the email notification from JSD. So either it is a bug or the reply is in fact not to the email from JSD but to the email address. What if you were to disable email request for a bit to assess?

i would recommend reaching out to Atlassian Support to have them take a look. 

[Esther Strom]

They're definitely replies to the email from JSD; I've tested it myself and had it happen several (but not all) times. 

I did disable the email request for a few hours yesterday and tried replying to the email notification; I got a bounce notice indicating the message could not be sent.

[Jack Brickey]

you should contact Atlassian Support. Please let us know what they find.