Response to automated email creates new ticket

[Alesandro Senerchia]

Hi,

I created a automation rule with the following items :

• Manual trigger.
• Send email :
  • Added the recipients.
  • Summary : {{issue.key}} / {{issue.summary}}
  • Content : {{issue.key}} / {{issue.description}}
  • Email from : automation@domain.atlassian.net
    • Display name : empty.
    • Reply to address : support@company.com (same email attached to inbound email).

Up until now, everything works fine, the recipients receive the email in question.  The issue I am facing is the following :

• One of the recipient, replies to the message. (In the to field support@company.com is displayed.
• Message is received by the mailbox attached to Jira.
• Jira creates a new ticket.

How can I go about to get the reply inserted in the ticket and not in a new issue.

Thank you in advance for your help.