Earlier quoted context omitted.
I'm trying to cleanup a Git tree right now where people haven't put JIRA tags in their commit comments, it is impossible to find out why a change was made, it isn't a totally stupid requirement.
Or you just write sensible commit messages. Commits together with the messages should require as little out of band information as possible.
Which customer? Is it the same issue as the one this other customer is reporting? How does the support person know the fix has been released?
Unless you are expecting devs to copy paste a tonne of info into commit messages, it's way easier to just put the god damn ticket number in the commit title.
If you really need to commit something with no ticket, just have a dummy ticket placeholder like DEV-0000.
99/100 it's just laziness on the devs part... It's way easier to add a ticket number than write super detailed commit messages, and every case of missing Jira numbers of seen, there has never been a detailed commit message in its place... /Rant over