Currently, in JIRA Service Desk Agent Based license, we have the two tabs to comment on a ticket, "Respond to Customer" and "Internal Comment". Whereby "Internal Comment" would be mostly used for internal user to communicate on the ticket without the customer knowing, then the "Respond to Customer" tab is for commenting to the customer whilst transition the ticket to "Requester Action Needed".

It is an auto transition feature that is controlled by a special property in the workflow which could make the issue transition when the a "Respond to Customer" comment is triggered. But, there is a case where the Agents would only like to update the customer without actually transition the issue, just like commenting on a standard JIRA issue.

Hence, it would be great if we have a normal comment section or we could called it "Update the Customer" comment tab in JIRA Service Desk which it would not transition the issue when we comment on the ticket and it will appear for public.