it is possible to lock comment function locks only comments for users, not for agents?
Do you mean you want to have ability to add internal notes only or also public comments for agents, and please explain the use case for this.
We want to write our only solution, but do not allow further comments the user with some ideas. In this case we currently unlock, write solution and lock again. But in general, it makes sense that the employee may always write something.
Comments have been locked on this page!