Hi @TiphaineCuisset ,
Thanks! I'm attaching some screenshots showing what's happening with the activity feed.
customer submits a service ticket
service ticket shows up in the ticket pipeline in hubspot service
service rep replies to the ticket with an email
customer logs into customer portal and opens ticket
customer sees service rep reply, and replies to the ticket through the customer portal
the reply from the customer does NOT show up in the ticket activity feed, or the contact record, in hubspot.