End users have 'Comment Internally'

[Tim_Brigham]

I'm using JIRA Service Desk. My end users only have "Comment Internally" as an option when using the standard (non service desk) UI and are able to see tickets that are marked with "Internal". How do I fix this? 

[Nic Brough -Adaptavist-]

There's nothing to "fix" here.  Internal comments are made by people on your teams.  External comments are made by Agents to go to the customers.

[Henri Volk _amily_]

Hi Tim,

not sure who are your "end users". External customers? Internal JIRA users?

Please note that only JIRA users holding an Agent license have the "reply to customer" functionality.

Best

Henri