Question: your SD agent is commenting a JSD ticket and customer is notified. Customer replies via email, this comment is added to the ticket, but customer receives a notification as well. How to avoid it?
Answer: Wrap your current notification template like that:
Avoiding notification on customer's own comment - option A
#if ($context.currentUserEmail != $issue.fields.reporter.emailAddress) Your current template as is... #end
or, alternatively, you can do the following:
Avoiding notification on customer's own comment - option B
#if ($context.currentUserEmail.endsWith("@yourdomainname.com")) Your current template as is... #end