![Customizing email content | Administering Jira applications Data Center 9.14 | Atlassian Documentation Customizing email content | Administering Jira applications Data Center 9.14 | Atlassian Documentation](https://confluence.atlassian.com/adminjiraserver/files/938847640/1027142307/1/1606141696214/emails_ann.png)
Customizing email content | Administering Jira applications Data Center 9.14 | Atlassian Documentation
![The Jira (or Service Management) mail handler added a comment to an existing ticket instead of creating a new ticket from an email | Jira | Atlassian Documentation The Jira (or Service Management) mail handler added a comment to an existing ticket instead of creating a new ticket from an email | Jira | Atlassian Documentation](https://confluence.atlassian.com/jirakb/files/1115156264/1115156260/1/1649860295667/KB_article4.png)
The Jira (or Service Management) mail handler added a comment to an existing ticket instead of creating a new ticket from an email | Jira | Atlassian Documentation
![The JSM Mail channel creates new tickets instead of adding comments to existing tickets | Jira | Atlassian Documentation The JSM Mail channel creates new tickets instead of adding comments to existing tickets | Jira | Atlassian Documentation](https://confluence.atlassian.com/jirakb/files/1142248285/1167819238/1/1662125905003/Screenshot+2022-09-02+at+15.37.31.png)
The JSM Mail channel creates new tickets instead of adding comments to existing tickets | Jira | Atlassian Documentation
![Introduce customers to your service project | Jira Service Management Data Center 5.14 | Atlassian Documentation Introduce customers to your service project | Jira Service Management Data Center 5.14 | Atlassian Documentation](https://confluence.atlassian.com/servicemanagementserver/files/939926205/968670074/1/1554378449628/charlie_travel_service_desk-03.png)
Introduce customers to your service project | Jira Service Management Data Center 5.14 | Atlassian Documentation
![The JSM Mail channel creates new tickets instead of adding comments to existing tickets | Jira | Atlassian Documentation The JSM Mail channel creates new tickets instead of adding comments to existing tickets | Jira | Atlassian Documentation](https://confluence.atlassian.com/jirakb/files/1142248285/1142445832/1/1657207333313/Screenshot+2022-07-07+at+8.51.20+PM.png)
The JSM Mail channel creates new tickets instead of adding comments to existing tickets | Jira | Atlassian Documentation
![Work with requests and issues in Jira Cloud products | Jira Service Management Cloud | Atlassian Support Work with requests and issues in Jira Cloud products | Jira Service Management Cloud | Atlassian Support](https://confluence.atlassian.com/servicedeskcloud/files/780868209/945101856/1/1499743193516/Screen+Shot+2017-07-11+at+1.16.38+PM.png)