Agent can do comment for internal person as well as external person while doing workflow state transition. But right now Agent can't do comment in both tab at a particular stage of the workflow at a time. So Agent needs to go to comment box again and do comment. After then he can process further for next stage transition of the workflow. So if same comment box provides the facility to do comments simultaneously "Internal" as well as "Response to Customer", it would be easy for the agents.
I would recommend that you raise this as a suggestion on the JIRA Service Desk project at https://jira.atlassian.com/browse/JSD
This way, the team can track the suggestions, and other people are able to comment and add their votes.
...be more productive while being fun to use at the same time. For some, getting started can be a bit intimidating. This is especially true if Jira Service Desk is your first exposure to Atlassian...
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