Hi @Banu Karşı ,
comments, in JSD, are of two different type internal or shared.
Shared comments can be viewed by customer through the portal and by agent through JIRA.
Internal comments can be viewed just through JIRA by agents and all other users that have access to the project.
When a user comment the ticket through JIRA, he can decide if the comment is internal or shared with customer.
Hope this helps,
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