You're believe is correct. "Reply to Customer" is visible to all portal participants invited to the 1 request, not just the Reporter who created the request. That includes anyone added as a Request Participant or CC'd. There's no native way in JSM Cloud to show/target a "reply to customer" comment at only the Reporter. This is a known gap with the feature request JSDCLOUD-829 asking for more comment visibility options beyond the current two (internal/public). Worth highlighting: Internal Notes do have some audience control now. You can configure visibility on internal comments to show or hide them for specific roles or groups (e.g. agents only, specific team groups). However, this level of control doesn't extend to customer-facing replies yet I believe. Once you hit "Reply to Customer," it's visible to all portal participants of the request, full stop.

@Orla Mears Thx for sharing, as a next step whats your practice to visualise and report on the items surfaced as risk of delivery during the person sync. Are you using the "flag" feature, a blocked status (or similar) mapped to board column, a blocked by linked dependency, or something else or none of the above?

How I try to keep track - I : Check atlassian cloud roadmap every month. Watch and vote for public feature suggestion on known limitation that I (or customers I work with) is a common ask. There is also this Atlassian JAC dashboard that I have bookmarked. I follow other community experts in the field LinkedIn pages and trusted solution partner pages who create and share amazing content when key Atlassian-related changes comes out.

I wouldn't start a new org and site. I'd start to setup "clean" configs for new projects going forward, as if you are starting fresh on new site. Then start any new projects using your clean set, and then invest in gradually grandfathering, archive or cleanup of older configs. Invest in tools like Revyz to quickly check usage and impact assessment of removing or change something you want to cleanup or remove.

@Elizabeth Liga Welcome to Jira :) There is a small contradiction in the your brief. You mention "one project" initially, but then you also mention multiple project in this comment of yours "Each Sub-Team works across multiple projects which are created in JIRA. Can you share a bit of clarification on that please? Will you be using releases/version field? If yes, bear in mind how project data like components and releases will be created and accessible. It's nativvely project specific, cannot natively tagged cross-project, unless you're gonna use Plans to overcome that or another marketplace apps.