Some JIRA instances have a "Participant" field from other plugin's that is different from the "Request Participant" field that JIRA ServiceDesk uses. Can you confirm that you added the customers as a "Request Participant" to the issue?
The second thing to check would be to ensure that your customer's email/account is listed in your "Customers" role on your project, or that they are part of a group that is listed within that role.
If these two things are set correctly, then the customer should be able to log in to the customer portal to make a comment, or reply to an email to add a comment.
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