If a user reports an Issue from the same email address with an interval of less than 5 minutes, that second email will be added as a message to the previously created Issue. New Issues from the same email address are allowed after 5 minutes.

If a user writes in from the same email address more than 5 minutes after sending the last email, it will create a new Issue. You can find this Issue via the ‘Other Issues’ tab on the Issue Details page.


Based on our current email issue handling, we connect new emails to an existing open issue if the sender's email address and subject line are the same.