RELATED IDEAS
Continue Customer Portal conversations via email
Problem
Customers who submit portal tickets don't want to return to the help center to continue conversations—they expect to reply via email like traditional support channels.
Request
Allow conversations started in the Customer Portal to be seamlessly moved to email, so customers can reply to emails directly instead of returning to the portal.
Extremely relevant for our implementation of the portal, without it we risk several discussions being lost. As an additional pain point linked to this scope, answering the email actually starts a new convo completely in isolation of the original request. This makes it even more prone to misscommunications.