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we do have customer who open a new request by replying to an old Jira notification. This then does not open a new ticket, but ends as a comment in the older ticket.
Is it possible to convert a comment to a new ticket by few clicks? I can't find anything.
maybe Create new ticket from closed ticket comment (atlassian.com) helps in your case.
Creating New Ticket when Comment is added to a Res... (atlassian.com) seems to be similar.