When reporter replies to your comment on a ticket, it includes your comment

[Trisha Cowley]

Hi,

Sometimes, when our customers reply to our comment on a ticket, our comment is included in their reply (see screenshot).  What are they doing to do this and how can we avoid it?

Thoughts?

Thanks,

Trish

[Daniel Wong]

Hi Trish,

It looks like your customers are replying to your comment via email, which would include previous comments if not stripped out properly.

However this is strange as Atlassian fixed this issue a few years ago in this ticket - https://jira.atlassian.com/browse/JSDCLOUD-466

Are you on the latest version of Jira Service Desk?

[Trisha Cowley]

Thanks Daniel,  not sure what version we are on - only started using it in the past 2 months so assume on latest version??

[Daniel Wong]

Hi Trisha,

You are right in that you should be on the latest version of Jira Service Desk since you're using Cloud. I suggest contacting Atlassian to see if they can provide some more information on this. There are some other things you can try first to verify that you are running into a bug:

1. Setup a test customer account and have that test customer account reply to a comment via email.
2. Try this with a few different email clients (browser / mobile device / outlook) and see if you can replicate the issue of previous comments being included.