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  1. Jira Service Management Cloud
  2. JSDCLOUD-14319

Need customisation option to set default for comments (Internal Comment and Reply to Customer)

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      Issue Summary

      Currently, there is no customisation option for making comments (Internal Comment and Reply to Customer) as default.

      The problem is that in the old issue transition experience, "Reply to Customer" is the default option; however, in the new issue transition experience, "Internal Comment" is the default option.

      New Issue transition experience:

      Old issue transition experience:

      The customer wants to have a configuring option based on their use case.

      Workaround

      Currently there is no known workaround for this behavior. A workaround will be added here when available

        1. image-2025-06-19-18-03-23-792.png
          163 kB
          Jehan Gonsalkorale
        2. image-2025-07-15-10-05-56-313.png
          48 kB
          Jehan Gonsalkorale
        3. Screenshot 2024-07-01 at 2.21.37 PM.png
          233 kB
          Tanmay Tandon
        4. Screenshot 2024-07-01 at 2.21.50 PM.png
          144 kB
          Tanmay Tandon

              a620038e6229 Jehan Gonsalkorale
              dcf888be292f Tanmay Tandon
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                Created:
                Updated:
                Resolved: