When we have a service request and we click on "Respond to Customer", a pop-up box to add a comment appears but we can't get that working when the issue is an incident. We have added "Respond to Customer" to the workflow but the pop-up box won't appear. Is there another setting we need to configure?
Oh I think I got confused between the internal/public comment and the fact that you don't get a screen with comments while transitioning your issue.
In the workflow you need to have a screen (even with no field) to trigger the comment box to pop. You can find more documentation here:
Please let us know if it helped!