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Near the bottom of the issue is the Activity section. This houses all communications and ticket history for the one ticket. The default view will show the "Comments" tab, showing all public and internal comments. Internal Comments are shaded yellow and will display "Internal note" at the top of the comment.
Customer Communications
Communications to the customer typically happen with the Reply to Customer button in the Comments Tab of the Activity section near the bottom of the ticket.
Reply to the Customer
To communicate with the Reporter and anyone in the Request Participant field, click on the "Reply to Customer" link. This will open a comment box and allow you to write and format the message.
Adding a Participant
The Request Participant field to a field to add additional users to view, comment on, and receive notifications about the ticket. This is the field to add additional customers to add value to the ticket, or just to follow along.
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For more information about Request Participants, please see the Atlassian documentation: https://support.atlassian.com/jira-service-management-cloud/docs/what-are-request-participants/
Team Communications
Team Communications are called Internal Notes.
Adding a Watcher
The Watcher field is reserved for licensed Jira project members, like Agents. Watchers will receive the standard Jira Internal notifications and edit the ticket per the permissions set within the project.
Create an Internal Note
Creating an internal note allows the team agents to communicate without impacting the Reporter or Request Participants. This means the Reporter or Request Participants will not see the note or receive any email about that note.
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