We want to avoid sharing internal comments or discussion with the customer.
you can't hide this currently. there is a suggestion open to add - JSDSERVER-4591
I disabled service-desk-comment-field in the modules of Jira Service Desk app. The button " Share with customer" and all tabs " Respond to customer" are hidden. But the comment is shared on the portal yet. So it is not a good solution
To hide "share with customer" button you can add this following script to the announcement banner:
"<style type="text/css">button.aui-button.aui-button-primary.sd-external-submit {display: none;
</style>"
It will hide the button on the view screen. But you will continue to see "Respond to customer" tab in the edit screen and transitions screens.
This is for Jira Server ( I didn't test for Cloud )
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