Hi,
There must be other users who struggles with this but a search here did find anything.
So, unless I'm getting old 
the link to Reply to Customer and the one to Add internal reply have been switched:
Before, the first one was Reply to Customer, and now, it's Add internal note.
This has the undesired effect that, when you hit the transition Reply to customer, if you are not careful, you actually add an internal note instead.
See, when you click here:
Then this transition screen opens and it is set to Add internal note by default...
It's actually the first time I stumble on a change made by the great team at Atlassian that is actually a draw back...
Anyone struggling with this ?
Anyway the switch back the links ? 
