This should be configurable.  There are two obvious camps.  Users that want 'Reply to Customer' to be default and 'Internal Comment' default.  The best solution is to give the admin a way to configure it for their system, so the Admin can pick the best workflow for their use case.  Personally, I do NOT want 'Internal comments' to be the default as the majority of our transitions need to send a response to the customer, not someone internally.

Please reverse this change and implement JSDCLOUD-14319 Need customisation option to set default for comments (Internal Comment and Reply to Customer) - Create and track feature requests for Atlassian products. first

https://jira.atlassian.com/browse/JSDCLOUD-14319

feature request to make this configurable, which it should have been from the start

You'll never make everybody happy, but mimicking the functionality of commenting on the issue view where the person making the comment has to pick, sounds like an ideal place to get to.

+1 to @G's comment; this should be customizable.  our use case is not customer facing and we have comms that should never be shared with our internal customers.  

6915b2e80d4a would be nice to have a setting that drives the default for different preferences per project (really just need more control over this whole thing in general... permissions for where/who can utilize external comments with granular settings on issue type, project role, and custom conditions).

I am on the other side of your position (never want public comments to be the default because if risky information gets sent out, there is no way to retract that email... so internal is much better as a mistake because there is no risk and visually you can see you made a mistake and instead want to share... you can also set up checks or other workarounds to ensure a customer is notified).

But it makes sense that different people would have different preferences and it would be nice to have that configuration option at with granular controls.

I would guess they will at least make the split on transition screens like it shows in full issue view so you are able to click directly to the customer-facing comment before it unfurls (but not sure what Atlassian landed on).

Defaulting to internal seems backwards for a service ticket.  In my experience most comments are meant for the reporter(customer).  Making the screen match so the Agent has to click which they want makes more sense than starting as internal and making them click to make it external.  This will most likely cause bad support experience as the agent will think they are making a comment to the customer. 

Hey everyone, how’s it going?

I’m Arbaaz and I’m the product manager for the issue transition experience on Jira Cloud. My team and I would love to learn how this experience fits within your workflow and how we can make it better for you. Please fill out this 5-minute questionnaire post which we’ll invite you to a 1-hour session for which we’re happy to compensate you with a $100 gift card

Thank you,
Arbaaz Gowher
Product Manager, Jira Cloud

Hi all, 

We are looking at rolling this out and will provide updates in the coming weeks. 

Sorry for the delay, the change is very easy but we don't want to surprise our customers with a sudden change here and create confusion for our users. 

So, we are taking some time to evaluate how we could make this change. 

Best regards,

Jehan Gonsalkorale

Product Manager, Jira Service Management

Just checking in on this.  Any updates if it is coming soon?  Will the new editor on transition screens solve this?  Should we follow along on these for a better indication of when this will launch?

• JRACLOUD-74797 - Be able to use the new editor in a transition screen
• New view on Transition Issue screen - JRACLOUD-78919 - JRACLOUD-78919

  Is there somewhere else we should check?