What we’re looking for is a way to answer to tickets (forms) submitted in the Customer Portal in a way that displays the answers in the Customer Portal without sending them to the customer as email.
Instead we would prefer if the customer received an email notification that someone has replied to their ticket. Similiar to the way Hubspots own customer support system works.
Conversations inbox
Ticket submitted in Customer Portal viewed in the Conversations Inbox by service rep
Customer Portal
Ticket seen by the customer in Customer Portal