Cannot add comment for chat widget via API

Hi everyone,

I’m currently using the Zendesk API to add comments to tickets via the PUT /api/v2/tickets/{ticket_id} endpoint. The issue I’m facing is: when logged in as a customer service agent, I can see the comment (image 1), but when viewing as a customer, the comment doesn’t appear (image 2).

Does anyone know how to post a comment through the API so that it shows up in the chat widget for the customer?

Thanks for your help!