Please can you answer the following two questions
Also let us know if we can do these two settings at the project level ?
Are you using JIRA Service Desk 2.0? If so, by default, only Agents can add comments visible for customers, any other user in JIRA can only add restricted comments, visible only for other JIRA users but not for customers.
In this versions is not possible, we had a feature request for that in https://jira.atlassian.com/browse/JRA-9091but is was not implemented. There is also a thread with some good points on this in https://answers.atlassian.com/questions/9871917/default-service-desk-comments-to-internal
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