Jira Service Desk: Is it possible to make internal comments visible for customers on the portal?

[Miriam Weber]

When our developers insert a comment on a service desk ticket it's labeled with "internal". Is it possible to change the settings somehow, that customers see all comments? We work very transparently and for us it is very inefficient when we always have to click on "share with customer". 

Furthermore clicking on "share with customer" doesn't make the comment visible on the portal. So our service desk agents have to copy the comments, developers have added and save them again. This is even worse....

Is there some workaround for that problem?

[Victor Mutambuki · Accepted solution]

Miriam,

Internal commenting is possible between agents. These are those who have the JSD license and are in the Service Desk Team (SDT). They can share comments with customers.

Also, those who don't have the SD license like Jira Software users/Jira Core users (collaborators) can only comment internally and can't comment directly on a ticket to customers.

Victor

[Miriam Weber]

Thanks Victor, yes that's what I thought. We are not happy with that - because it is not at all efficient to use, but if there is no way to change it, we will have to live with it...