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.
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.
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.
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