Posting this for a customer! Right now, the customer portal will display all conversations associated with a ticket (even if there is an internal conversation associated with the ticket that the contact is not part of). It would be great if it only displayed conversations associated with the ticket that the contact is part of. Sometimes internal communications need to be held for a ticket to be resolved.
It would also be a great option to fix the Attach a file display option!
This is very much needed.
It creates a really problematic experience for agents & customers, when an internal email exchange happening between colleagues or external partners suddenly shows up in-front of the customer within their customer portal conversation (and also overwrites all of the communication they might have had with the agent since only the most recent “thread” shows).
Exactly what is described would be the solution - ONLY show a thread/conversation within the ticket in the customer portal, IF the actual customer email is attached to that communication exchange.
This seems like a no-brainer, so hoping this gets attention/resolved soon!