“If multiple conversation threads are associated with a ticket, only the oldest thread will appear in the customer portal.”
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The Customer Portal UI delineates tickets by Ticket ID, but does not surface all correspondence, only that which is from original Conversation thread. This makes tickets opened by Forms appear to the client as though we’ve not responded.
I’ve got a client reaching out asking for response, we’ve sent replies, but they can’t see them in the Portal because we’ve created a “new conversation” by creating a new email on the ticket with our response (also note there is no functionality to send an reply to a Form from within the Ticket UI). None of this is obvious to the agent working the ticket.
Please fix the Customer Portal such that ALL CORRESPONDENCE between customer and agent on a ticket can be reviewed by the customer from the Portal, matching the correspondence the agent handling the ticket can see.