When a customer responds to an issue, it is creating a new ticket each time

[Peter Bailey]

We have setup Jira to create an issue when an email is received. The problem is when a user sends a reply/response, it creates another new issue.

Is there a way to strip out the "Re:" part of the title to add it to the existing issue upon receiving the email?

[Peter Bailey]

So the former Jira administrator had set it up without enabling the 

Allow all emails that contain a valid issue key to be added as a comment to the issue?

rule. I will let you know how it goes... Thanks for everyone's quick responses.

[Khuram Khalil]

did that work? im having the same issue but for internal users

[Susan Waldrip]

Hi @Peter Bailey , Welcome to the Community! One thing you might verify is whether the customer is replying to the JSM (system) emails or are they using the ORIGINAL email to reply? We had that problem with customers who didn't get formal training and just contacted them to let them know. Good luck!

[Nikola Perisic]

Welcome to the community @Peter Bailey ! Do you have any automation rules set up? Usually, this is something that shouldn't happen. Even if you reply to the request.

[Dirk Ronsmans]

Hey @Peter Bailey ,

The Re: part shouldn't trigger a new ticket. Normally if the issue key is in the subject the mail is added to the issue as a comment.

Can you validate that the issue key is in the subject of the reply mail?

https://support.atlassian.com/jira-service-management-cloud/docs/allow-external-emails-to-be-added-as-comments-on-issues/