Our cases are all internal facing, so Internal Note is hardly used. I really don't understand that Atlassian implemented a change with this impact with giving Administrators the option to select a default of their own choice. Yet another reason to start using ServiceNow.

Many of our users are used to using "Reply to customer," as that's the only option we normally use. We very rarely use internal comments. Now we're experiencing that several messages to customers have been missed because users can’t choose their preferred setting themselves.

We should have the ability to decide whether to retain the current settings. While we prefer the "Reply to Customer" option, we cannot be compelled to adopt a predefined approach based solely on your perspective.

The curent default setting often leads to confusion, as customers frequently remain unaware of the actions taken within their tickets.

Allow our administrators the flexibility to choose between an internal note or a customer reply as the default option. Please do not impose a rigid strategy upon us

-Siva R

I believe that BOTH locations should be configurable. When our transition window pops up when moving a ticket to In Progress, it should default to Reply to Customer so that we can immediately let our customer know that we are working on their ticket. We require a response to the customer within a few hours.

We don't mind the main comments entry field defaulting to Internal, as we are used to clicking Reply to Customer when we're ready to provide more information.

As others have said, this should be configurable by administrators.

I think it's beter to let the admin deside what's the best for the company, So I think the best solution is to an option that we can choice by ourself.

I 100% agree with others, that this change was going to make some happy and others very frustrated. 

Atlassian, there needs to be an option. This cannot be hard if you're flipping the field between one or the other selection as a default, to add a property and allow site admins to change the default. 

This has made our customers very irate and updated, understandably, as we, too, have people not noticing that the default changed and that comments are going internal now. 

The change is honestly hideous. We've got staff left and right replying internally and not directly to the customer, and while we can try and force a change in habits it just doesn't flow for what we do. This is a service management product, when we resolve a ticket we want to communicate with the customer. This should have been an optional change, a simple toggle, yet you chose to listen to a specific subset of customers rather than polling all customers.

Our customers are also missing out on comments as the "Internal" comment is default. Making a global change that's not configurable like this is making normal workflows for agents difficult. Please give us the ability to have an administrator configure which they'd like to use as a default.

Make the internal/customer option adjustable per account or group as soon as possible. In addition, for future changes to core processes, please study the consequences first.

Due to the recent change that all comments on the resolution screen are now suddenly INTERNAL (without a message from Atlassian!), we have escalations because our customers don't get the resolution comments anymore as our agents are working "as usual" and now the default has changed to internal instead of reply to customer.
Now we have to inform the whole company to be aware of this and change their behavior because of the fact that this is NOT CONFIGURABLE from admin side!! Big big