We would really benefit from threaded comments in Jira Service Management (Service projects).
In our setup, Software projects (e.g. development projects) support threaded replies on comments, which makes it easy to hold focused, parallel discussions on the same issue. However, Service projects only allow a flat comment timeline (public + internal). This makes it hard for agents to respond to a specific comment, especially on long-running requests with many participants.
Having true threaded comments (or a “reply to comment” capability) in Service projects would:
Improve readability of long tickets
Help agents follow separate sub-discussions (e.g. different root causes or workstreams)
Align the experience with Software projects and reduce user confusion
Please consider adding native support for threaded comments in Jira Service Management, at least for internal comments, ideally for both internal and customer-visible comments.
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