Why can't external parties add comments on tickets they've submitted

[Daniel Reyzman]

Currently folks that have submitted tickets, that are not "internal" , the "external" parties cannot add comments to their tickets. I can reply to the customer, but how do I let them add comments too. 

[Jack Brickey]

how are they trying to add comments. The customer should be able to comment on the issue if either they are the reporter or if they are a request participant on the issue. They can do this either via the portal or by replying to one of the email notifications. Can you explain further what you are experiencing.

[Daniel Reyzman]

When they go to their ticket in the customer side portal, they don't have the option to comment. They see comments I make but they cannot comment themselves.