This is causing bad customer experiences since ctrl+enter is posting internal comments and they believe they have not been responded to.

Hey everyone, here is the bug that Andras and I are mentioning if you want to check it out and report that it affects your team:  https://jira.atlassian.com/browse/JSDCLOUD-9877

This is a really bad bug that is worse than I originally thought.  After hitting m, you can wait a long time and think you are still in "internal mode"... once you type or paste, it then flips.

This is leading to some really bad customer experiences. We have agents using keyboard shortcuts and blasting customers with sensitive information.

When agents use ctrl/cmd+c, m, ctrl/cmd+v, ctrl/cmd+enter method to copy comments, it blasts the message out to the customer (bad stuff).

I was able to reproduce the same thing that Andras is mentioning. That was not always the case and this looks like a Bug. You should report it to Atlassian Support to see if they can get a Bug created. I will attempt the same. It only happens when you use the "m" shortcut (really weird behavior). Hopefully when they can get the transition screens migrated to the new code-base and they fix this bug, then we can finally live in a world where people are not blasting customers with unintended comments (it'll still happen, but much less often).

Hi Jehan,

Please note that the new issue view's shortcut-based user flow is still absolutely unintuitive and misleading. It causes comments intended for internal use mistakenly being posted to Customers:

1. Press m
2. The comment box opens with the “Add internal note” option highlighted
3. After any character is entered, the interface barely visibly and without any dedicated user action switches to “Reply to customer”
4. Unless the user takes care to switch it back, the comment gets posted to Customers

Please can you let me know if there is any way to adjust this behavior on the settings level? Or any plans to alter it on Atlassian's side, on the product level?

Cheers,
András

Hi Jesan.

Yes new issue requires to select issue type, but we use comments on other screens via workflow and there still old comments look with defaulf comment for customers. 

We need to solve this, because, we mostly use internal comments and everybody is worry about making mistake and sending comment to customers.

Thanks.

Vlad.

Hi Jehan and Atlassian Team:

Any idea when this setup will be implemented for JSD (DC on-prems) version?

Your feedback is appreciated.

Best, Joseph Chung Yin

Viasat Inc.

Hi all, I've closed this ticket as the new issue view requires users to select either internal or external commenting, which we believe covers this use case. That said, I've created separate tickets for transitions (https://jira.atlassian.com/browse/JSDCLOUD-9463) and permissioning external comments (https://jira.atlassian.com/browse/JSDCLOUD-9464) so we can track those use cases. Those will be reviewed later as we can't commit resources to those use cases in the short-term.

Please let me know if there are any questions or concerns.

Jehan

Thanks Greg! It's always great to hear from you. I've updated my comment as I had mistyped that.

I've created this ticket to capture the requirements for transitions: https://jira.atlassian.com/browse/JSDCLOUD-9463
This is on the backlog for our team but, unfortunately, is not a priority this quarter.

The other points you raised are fantastic. We haven't discussed this specifically but have been talking about how we can empower admins to tailor the experience of agents. I'd be very happy to include this in our discussions.

I've created a new ticket to capture this: https://jira.atlassian.com/browse/JSDCLOUD-9464

Hi Jehan,

Good to hear from you.  I think that if the current full issue view functionality for comments was on the transition screens it would definitely help (where you need to click first and if you use a keyboard shortcut of "m" it will open the internal box... I believe that is what you meant on your 2nd bullet since it goes to internal now, which is good).

But, on top of that, like Mark alluded to in the comment before, it would be great to have more control than we do today.

• Let us choose whether the comment is on that transition screen at all (make it more like a field for our screens)
• Also, let us control the split between internal and reply to customer in all scenarios
  • There are issue types, statuses, and transitions that only need to have internal comments in our workflow, so it would be great if admins can lock the public comment to our desire (let us lock it to certain roles, groups, statuses, screens, transitions, issue types, etc.)
• Let us hide the comments from the full issue screen all together too (again by role, group, issue type all together)
  • We don't want people commenting on subtasks at all... we also might not want them commenting on certain standard issue types that were not created by the customer

We want to be able to have full control over the comments and where they live.  We can always have people go to the portal if they absolutely need to write something public or we can just use automation to send emails in certain scenarios.

To summarize, to start, that would be a huge improvement, but we also would like a lot more.  Thanks!

Hi all,
This is Jehan, a PM on the JSD team. This issue is largely resolved in the new issue view.

• The comment box requires you to select "Add internal note" or "Reply to customer", which means there is no default for clickthrough navigation to commenting
• Pressing "m" opens up a "Internal comment" comment

I acknowledge that this is not the case for transitions, where we are looking for feedback and plan.
Do the changes listed above resolve these issues for you? If not, please reach out and book a time with me (https://calendly.com/jgonsalkorale/30min), I'd be more than happy to have a chat so I can better understand your needs.

Looking forward to hearing from you all,
Jehan

While I think that making JSD comments default to Internal is a step in the right direction, I would also like to see the ability to make external comments a part of the Permissions configuration.  As the chance of sending confusing or disruptiive customers very real over time, the lack of this option degrades the usefulness of the product.

99a2a56c1fbb - I can answer your first question, which is that there are no plans as yet to remove the old issue view.

Caroline Bartle - do you anticipate the old issue view going away anytime soon? My team is really not a fan of the new issue view due to how the fields are all on the right of the issue and they have to scroll to see all fields. If the old view is going away, will there be the ability to place fields where the user wants them on the issue? thx

We would like this implemented, if possible on a per user basis.

Hi romy.meyers - this change to the default is only being implemented for the new issue view - the old issue default will remain as it is.

We'll be continuing to rollout the new issue view to all instances over the next 1-2 months.

Caroline - do you have an idea of when we will have the ability to set internal as the default for comments in the issue view and will this be supported on the new as well as the old issue view? thx

c432b6d86615 - we're currently addressing the behavior of comments in the issue view. We'll be updating the transition dialog experience at a later date.

@caroline, transition screen behavior is not impacted by the issue view.  Will this be addressed also?

I'd agree that the default should be internal, as accidentally making something public that was meant to be private is far more damaging than making something private that was meant to be public.

It'll probably come as part of the new "premium" subscription that you have to pay double for

This issue has been created more than 4 yeas ago and it is in top 3 voted issues. "Nice" reaction and community support. Please pick up.

We are looking to implement Jira Service Desk at our organisation as well, but this is one thing that's a big negative for us.

Its should be a conscious decision when you decide to communicate with the customer, not a default setting which sees you sending out potentially sensitive information. Cannot understand why this has been designed the way it is, but also, why is a fix taking so long! 

Hello Jira Cloud team

Just some minutes ago I again sent out a public comment, that was meant to be internal.

Would be good to get an update on this important improvement.

Tks.

Hi! Any update here? This issue is causing many problems in our service.

Tks,

Yes - is there a commit date for this issue resolution? This is really causing us headaches regardless of our "training" and communications to select Internal before commenting. Thank you, in advance.

Any update on this? The statement above saying it is coming soon was 4 months ago. 

The new UI screenshots looks good but you mention the Internal comments to be the default one... Will we get an option to make it so that reply to customers becomes the default one? We mostly use that one in our JSD instance. We are running on Data Center btw.

Thanks

Any update here?  I will try to hack it since we are getting a lot of pressure on this terrible default once again.

Do you know of anywhere that has the rationale for "Reply to customer" being the default everywhere? It might help hold off some of my attackers right now. Is it because it is tied to the commenting within the portal and it needs to be de-coupled in the new code?

It would be very easy to change the target box on transition-view at least. I don't understand that hesitation.  Please change it right now so that when a transition screen pops up that all Cloud users will be in the "Internal" box to start.  That doesn't even need an announcement if you do it right.  Then fix the other problems.  All of your customers will praise you to eternity.

I was able to test this in one of my instances in the new issue view and when using the keyboard shortcut of m the default comment launches into "Reply to customer"... please make sure this shortcut opens the "Add internal note" comment instead.  This might just be because it is not finished, but wanted to call it out since it is incorrect right now.  I will start by saying that I am glad you are at least starting to address this problem.  This current setup is slightly better, but not great.

Internal comment should be the default in every possible scenario.  Please start now and change the old issue view and start defaulting to internal immediately while we are waiting for this improvement and for a lot of other needed features in the new view (this should not wait for new issue view and it is the biggest flaw in Jira Service Desk).  I have fought this battle weekly with thousands of users for years.  Please help.  What else could be more important than this for Jira Service Desk?  It should actually be much more difficult to figure out how to "Reply to customer"/"Share with customer".

In New Issue View, it would be better to make the UI on the comment box like the Jira mobile app with only one option showing at a time (but have it start as "Add internal note" like mobile originally did and then you have to flip the dropdown to "Reply to customer").  Right now it can be confusing for users on which one they actually have toggled before clicking save.  Or make the font size of your visibility selection increase and that could help if you are committed to showing both.

Make the transition screens pop you into a comment box on the internal tab immediately (swap it to the left tab with the same UI or maybe just throw us into the tab on the right for now for less confusion).  I don't understand what is preventing that change (it should not be that difficult to default us to that second tab).  And then if you redesign the transition screens in the new issue view, make it the pick-list like I mentioned above or make it more obvious in another way.

There are a lot of things preventing most established users from using the new issue view and this comment default is also more important than the new issue view.

There is absolutely no reason to make it easy to "Reply to customer" and this has been going on for way too long... if you accidentally make an internal note, you can edit it and share it with the customer at any time (or if that permission is off for your user level, then you can write another comment).  We can even make automation to tell our users that they didn't actually comment to the customer on the "Respond to customer" transition if we want (comment back at them).

I argue for this because new agents are overwhelmed with all of the things that they need to learn in their position and rogue comments just confuse our customers (on top of forgetting to toggle the tab or clicking the blue button, it is super easy to click "m", write something when you think you are in another window and hit ctrl/cmd+enter/return).

One compliment for you after my above begging... the addition of internal note having a yellow shade like Zendesk is very helpful and a good decision (it also augments my argument for immediately knowing if you accidentally wrote an internal comment).

For us also internal comments are the standard while comments shared with customer or comments used to communicate with reporter should be a decision explicitly taken by the suport desk member handling the case and is only allowed when moving issue into state additional information requested from reporter.

Therefore up-vote on this

Do we have an idea of when this is going to ship for at least the view screen?  We are so excited to have this feature for both view and transition screens (it is critical) and we want our Jira Service Desk projects to start using it as soon as possible.  Did it already ship and we just don't have it yet in our instances?

Hi greg.draper310998593 - we do intend to update the transition screens too, however, that will be delivered separately to comments on the view screen, and at a later date.

The transition screens are tied to our 'create issue' experience code-wise, so we'll be working on those two things at the same time - unfortunately, I don't have timings to share on those updates at this point.

Yaaaay!

Woohoo! Great news! One related question. How will this affect transition screens? Really hoping they go to internal as the default too. Once some of the other full issue view functionality is added back into the New Issue View, this is going to be huge.

+1

Please. We have been saying this for years. Make “Internal” the default for everyone and then add the ability to configure later if that will be faster. Share should never be the default (the Jira mobile app had it correct when they first launched commenting to customers, but then they switched - probably for consistency of the wrong approach). Even if you just make it the default on transition screens that will be a step in the right direction (next step would be to swap the two buttons at the bottom, but you’ll probably need to include a purple outline to show that is new for a while).

As an admin I would actually also love to control it per transition and per status with properties (if that is a faster option, do that first) - right now you can disable comments fully by status, but it would be really useful to only restrict to internal.

Would it be possible to configure Internal versus External comments options, access by Roles & or Permissions?

+1

I am also very interested in setting the default comment as "Internal". 

Is there any plan to implement this feature in the near future or a workaround for Cloud?

Would love it!

Kind regards,

Michelle 

This looks like quite an old issue - are there any plans for implementing it?

It is very important to manage Transition Screen, where the Comment should be kept internal and we want to limit the possibility that the agent fills the Respond to Cusotmer comment by mistake. The best option would be to be able to hidden each of Internal and Public Comments, possibily without hacking it with embedded Javascript code...

Marking Internal or external comment as Default should be configurable.

Especially, for workflow Transition where Service Desk agent talks/communicate with internal team, they not even need External comment on that workflow transition page. Keeping external comment as default on that page is useless with risk.

+1 Vote

Also looking for this feature.

At the moment I'm setting up a Service Desk project and was looking for this feature. Like many of the others that commented, I see this feature as a "must have". Would be nice to read an offical comment of the Atlassian team to this request / sugesstion.

Thank you very much.

Could you please implement this requirement? It is important to minimize the risk of inappropriate messages to Customers and affects the quality of the Support function in the company! As well as it is looks logically "must have" configuration on the Workflow level.

Thanks!

Again, PLEASE give us the option to the default setting in comments. Not every entry is meant for the end user to see and/or comment on.

Yes THIS!!!! Please change it already!!Unable to render embedded object: File (  The current formatting is a minefield for new users and multi team environments like our where some of our non customer facing staff have access to the ticket) not found.

This is a high priority issue for me. If you make an error and send comments to the reporter there is no way to get it back. I have spent my career in Customer Support and have never seen a product that doesn't allow the user to define the priority of distribution of comments.

how many votes and years does it have to take to get this actioned!?