Customer replies creates new issue rather that comments on the original issue

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I have an issue with replies from customers ending up as new issues rather than comments on the original issue. A common use case for us is that we automatically create the issue in one project when a new email arrives. Then the issue is moved manually to another project. Then if we comment on the issue and the customer replies back a new issue is created in YouTrack. Would it be possible to have this use case working the way we want? Meaning that we have the comment/email chain end up in one and the same issue even after changing the project of the issue?

Best Regards,
Jordan
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Hello Jordan,

Thank you for your case.
When issue moves to another project it breakes the email thread/original issue's thread. Email address integrates with original project only (mailbox integration is per-project option). So when a reply receives to the address, it generates a new issue in original project, which is expected behaviour.
Why do you move issues to other projects?
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I'm not the OP, but moving issues between project is quite common - for example someone failed ticket in wrong project, or there was an e-mail notification which should be handled within the scope of different project...

YT offers option to change project and it should track previous issues (it does it for URLs!)

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This is a rather old post and mailbox integration in YouTrack has changed a lot since then. Namely, it's capable of adding comments to issues moved to other projects. If you're using YouTrack 2019+ and it doesn't work for this way here's a couple of thing to check:

- Comment reporter should have enough permissions to add comments in project where the issue is now

- An email, that is supposed to become a comment, should have In-Reply or/and References header set

Should you require any further assistance with setting this up please don't hesitate to submit a support request via https://youtrack-support.jetbrains.com/hc/en-us/requests/new

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