The customer commented on an existing ticket (2976) and a new unassigned ticket (2977) was created with the original ticket's subject line but only the customer's comment.
Hi Paul and welcome to the Community. Can you elaborate on this. How did the customer comment? Email or portal. If email did they reply to their original email or did they reply to the email sent by Jira once the ticket was created?
For an email reply to be considered a comment on an issue the reply must be made above the line on an email sent by Jira.
Also, you mention customer here which is typically associated with JSD but your question is posted against Jira (JSW). Can you clarify which product here?
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