I find the description here not very well understanding the practical situation how you see the issue: "The need is to make sure that agents don't accidentally share comments with customers unwittingly due to being unfamiliar with the tool."

Sounds like users are not experienced users if they cause a entry published to the customers. This is not the case this is just a very user unfriendly implementation of the feature which needs additional action and double checking before you post. Of course with the time you might always remember this - but this also happens to users all the time also experienced users.

We would really like to have this problem fixed it can cause issues which can do damage to the company. Any suggested workaround would be highly appreciated also.

+1

+1

+1

+1 And agree with above comment that it would be helpful to only show internal comments on some transitions

+1

Not only make it default, but the ability to only have internal comments on some transitions would be helpful.

i.e.

On occasion an Agent may change the priority or severity of an issue, we need to capture the reason for the value change.

Having a dedicated field would not be useful as it would be overwritten if the values are changed multiple times.

An internal comment would be the best place for this, but we need to ensure that it remains internal