The Customer Portal is a new feature that enables clients to create new tickets and read replies generated by CRM representatives through email threads. However, when a new email thread is created under the same ticket, the previous threads disappear from the customer portal, preventing clients from accessing past discussions and information.
This inconvenience affects not only CRM representatives but also clients. Currently, CRM representatives have to manually copy and paste content from previous threads whenever they need to refer to previous information. Moreover, I fail to see any advantages of restricting clients’ access to previous email threads.
Therefore, I strongly recommend adding a feature that allows clients to view all previous email threads under tickets on the customer portal. This enhancement would greatly improve the user experience for both CRM representatives and clients.
Yes please!!! How could this have been allowed to happen in the first place? All content accessible to he client should b visible, inclufing the orioginal form submission.
hi team at the moment the customer portal can only display one thread per ticket but there are many users who will grealy benefit from being able to show all threads associated with the ticket on the customers UI, just like how we view it on the ticket record.
This is incase, the emails sent are not threading by any chance, which would result in customer missing out a reply via the customer portal view.