When the support agent replies to the client with multiple people CC’d, and then the client replies within the external portal, 2 new messages appear on the Ticket Agent’s internal view inside the ticket.
1 message is saying to the others that said user has posted a message inside the Portal and that if they wish to view it, they have to click on the Portal.
Another message is saying the actual message from the client user, albeit it only has our team email address as recipient, and none other of the previous CCd CCd.
In order to message everyone back with the client’s recent message in the thread, the support agent has to reply to the message with the Portal notification, as it contains the entire historical thread, and manually CC everyone again.
This is can be quite manual depending on some clients and their size, so would be really helpful if there was some sort of automated/suggestion that if clicked on, it automatically ccs everyone previously cced.