Thank you for your continued interest and comments. This feature is on our backlog. We have currently prioritised issues around the incoming email experience. The team has completed work around setting up incoming email (Google and Microsoft) and incoming logs, and is currently focused on ensuring that new requests and comments reach the right ticket and are displayed correctly for agents.
Once that piece of work is completed we will be able to provide an update on this request.
We appreciate your continued patience with this and other important requests.
Jira Service Management product team