Issue summary

Transition screen comments in Jira Service Management have no clear visual distinction between "Add internal note" and "Reply to customer"

Reply to customer	Add internal note

This causes problems where agents don't know if they are making an internal or external facing comment and may accidentally have selected the wrong one. 

Solution

We could use the same visual pattern as the issue view but apply these to live comments where internal comments are highlighted yellow. 

Other alternatives would be to make the explainer text more visible so people clearly know whether a comment is internal or external. 

Workarounds

There are no workarounds to this exact problem if the current UI doesn't make the difference clear.