Change Default comment response from Internal to "reply to customer"

[Adam Schoenemann]

Is there a way for an admin to change the default comment reply from "Internal note" to "Reply to customer"?  This can either be just for Help/Issue tickets and or system wide. 

Most help desk/issue ticket replies will be from IT to our end users. We don't have any external facing replies with our service desk. It's 100% inside employees only. 

If we ever need to do research or dig into a larger issue we create a new internal OPS ticket and link it to the help desk issue so all of our internal communication is kept separate and keeps the main ticket smaller and easier to read for future use, helps prevent confusion, etc. 

Along with the default change would this change or can we change the hot key "M" to also be reply to Customer vs internal note? 

[Bailey Hecksel]

Adam - our Org struggles with a similar issue and I've not found a way to change this. I think it's a limitation of Jira Cloud.

[Adam Schoenemann]

Hi Bailey, 

Thank you for your response, glad to know I'm not crazy :)

Do you or anyone who reads this know of way to submit and or talk to developers to get this feature added? I was doing more digging in the forums here and seems like this is a rather popular/asked about before request. To have the ability to set the default reply option. 

[Frederik Laatsch]

Hi Adam, hi Bailey,
This is so annoying... why is something like this simply changed? In the JIRA app for iOS it is still the same as before. I don't understand what's better about it. For us, it rather ensures that the employees don't get the solution to a ticket and the ticket is still set to “done” and we don't care anymore, but the reporter wonders why it was set to “done”.

[Jeff Constantine]

I thought I was going crazy. Please either change it back to reply to customer as default or let us at least choose our pref. The amount of internal notes I'm creating instead of replying to my end users is frustrating