Can’t comment directly on the issues in customer portal

[Matt Curran]

Hi 

One of my users can’t comment directly on the issues in the customer portal. They can reply through the email but not the portal. Is there a reason for this or is it just a bug.

Thanks in advance  

[Jack Brickey]

Are you saying that this individual can reply to an email for issue-123 and the comment is added but if they go to the portal for the exact same issue-123 they cannot comment? That would be odd for sure. Please verify if we are talking the same issue here and if possible I would be interested in seeing what they see in the portal.

[Matt Curran]

Hi Jack 

Yes they can reply from an email but in the portal don't see the comment box but can see everything else they should do in the portal.

[Jack Brickey]

is it possible to get a screen shot of this?

do other customers experience this?

have they tried another browser?

can you log in as a customer and reproduce?