Thank you for your interest in this issue.
After reviewing this, we are satisfied that the majority of this suggestion is supported as of JSD 3.14. The updated agent UI provides the ability for a commenter to select whether the comment should be shared with the customer, or just internally:
This is an updated comment experience from the former 'tab' view that defaulted to responding to the customer.
The following keyboard shortcuts are also available:
- Share with customer: Ctrl+Alt+e
- Comment internally: Ctrl+Alt+s
Please note that workflow transition screens with comments still have a tab format. We have created a new ticket for that specific request (JSDSERVER-7166) - please add your votes and watch there for updates in the future.
Jira Service Management, Server & Data Center