A vendor of mine uses Jira and they state that the question thread is removed from the reply

[Dave Morehart]

A vendor of mine uses Jira and they state that the question thread is automatically removed from the reply and they can not include it.  That means, I have to go back, find, copy and notate the original so they can see they didn't answer the important questions.  Is this the case?  I can't imagine a ticketing system that would remove the original question.

[Trudy Claspill]

Hello @Dave Morehart 

Welcome to the Atlassian community.

Can you get them to provide you with a screen image of what they see?

Are they interacting with Jira through emails? Or through a UI?

Does this concern Jira Service Management (versus Jira Software)?