Hi @CBell40 and everybody,
Thank you for reaching out to the Community and for sharing your valuable feedback!
Great job in finding the article “Set up a customer portal” which explains the expected behavior for that.
I have found this similar idea already submitted: “Allowing Clients to Read Previous Email Threads under Tickets on Customer Portal”.
I’d recommend supporting the Idea with an upvote and explaining your use case in the comments.
Our product team uses that forum to collect ideas on how we can improve the product for our customers.
Product pays particular attention to the top voted ideas & takes them into consideration along with other feedback channels as well as their own vision to understand what features will be most valuable.
Thank you and have a great day!
Best,
Bérangère