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To help ensure timely and transparent communication with our users, we’ve updated a setting in Jira Service Management that affects how agents comment when resolving tickets.

What’s Changing

Previously, when resolving a request, the comment field defaulted to Add internal note.
The default will now be:��Reply to customer

This applies to the Resolve this issue screen (and any other transition that includes a comment field).

Why This Change?

We made this update to:

• Reduce the risk of missing external responses.

• Encourage clearer communication with requesters.

• Align with common support practices and expectations.

What You Can Still Do

• You can still choose Add internal note manually if needed — just click the tab before submitting the comment.

• This change does not affect comments outside of transitions (e.g. from the main issue view or activity panel).

For more information:��

Refer to:��

Questions?

If you have concerns or questions, please reach out to:����

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