topic Having issues w/ some conversations/mails not showing in the Customer Portal in Tickets & Conversations

Having issues w/ some conversations/mails not showing in the Customer Portal

carlosotocinal — Wed, 05 Mar 2025 15:14:26 GMT

Good day all.

I have the following workflow:

Customer logs a ticket using the Customer Portal. Ticket gets created in Hubspot and can be viewed in both Helpdesk and Ticket (CRM) View.
Our CS replies to the ticket (creating a mail in the ticket via CRM Hubspot UI).
The reply is received by the Customer but does not reflect on the Customer Portal.
Only when our CS replies through Helpdesk UI it seems that it appears in the Customer Portal.

Thoughts?

Re: Having issues w/ some conversations/mails not showing in the Customer Portal

PamCotton — Wed, 05 Mar 2025 18:03:26 GMT

Hey @carlosotocinal, thank you for posting in our Community!

That's a great question. Please ensure the ticket pipeline and permissions are correctly configured for portal visibility.

This could be due to how HubSpot differentiates internal vs. external responses. You may want to check if the replies from the CRM UI are set as internal notes instead of emails.

To our top experts, @Gaurav_Aggarwal and @RSchweighart, any other recommendations for @carlosotocinal matter?

Thank you,

Pam

Re: Having issues w/ some conversations/mails not showing in the Customer Portal

RSchweighart — Wed, 05 Mar 2025 21:11:22 GMT

Hi @carlosotocinal,

Is CS replying on the original email thread/conversation from the ticket record?

I see this note in the HubSpot knowledge base article and that may be what's happening here:

The suggested fix would be to ensure CS replies on the original email thread/conversation from the ticket.

Please let the community know if CS is doing this, and we can continue troubleshooting.

Thanks for the tag, @PamCotton.

All the Best,

Ryan Schweighart

Whole Hart Impact, LLC

whimpact.co

I help organizations use HubSpot and Zapier.

Re: Having issues w/ some conversations/mails not showing in the Customer Portal

jolieadam — Mon, 02 Jun 2025 19:47:53 GMT

@carlosotocinal Hi there! I'm on the customer portal team. We're working to improve this behavior that many customers currently deal with. There are a few workarounds:
- You can reply by clicking the Conversations CRM card visible on the right panel of the Tickets Page. This will ensure you're replying to the existing ticket instead of creating a separate thread which is what's currently happening.
- You can reply from Inbox or Help Desk. In order to do so, you can route where Customer portal incoming tickets should go in the Customer portal settings page.

Both of these allow the CS to reply in the existing ticket, to ensure the replies are sent and shown to the customer in the customer portal. If you have any issues, send me a message.