Currently, when a ticket already has a sole conversation (which didn’t derive from the Portal, so it was email initiated), if the customer decides to reply via their Portal timeline, that creates a separate conversation.
This is problematic as the current Timeline display logic is so that the oldest conversation’s messages are shown, so any support agent replies to the new conversation from the agent UI (along with customer replies to those replies) will get hidden on the Portal Timeline.
This of course can create confusion when the client decides to review such a ticket’s timeline as they are missing information and would need to check their email thread in their email client to see the full picture.
This is obviously not a convenient experience for a client.
The workaround is for the agent to manually copy and paste what the client just created in the new conversation and paste it when replying to a message that belongs to the original conversation.