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:

#if ($context.currentUserEmail != $issue.fields.reporter.emailAddress)

   Your current template as is...

#end

or, alternatively, you can do the following:

#if ($context.currentUserEmail.endsWith("@yourdomainname.com"))
    
    Your current template as is...

#end